摘 要随着物质文化生活水平的改善，休闲度假旅游逐渐成为人们出游的一种新的趋势，度假酒店越来越受游客欢迎。在度假酒店中，游客会花费更多的金钱和精力在酒店里。现如今顾客对于酒店的选择不仅仅只注重各酒店都相似的硬件设施，此外还享受更加独特、优质的服务。作为酒店门面的前厅部，顾客对酒店的认可与对酒店的服务评价都会受到服务质量的影响。要推进各部门间的高效率协作，酒店必须要具有优良的服务质量，这不仅帮助酒店树立良好的形象与口碑，也会巩固并扩展酒店的客户群。本文通过实地考察、访谈与问卷调查，对厦门万丽度假酒店前厅服务质量进行研究，对该酒店前厅部存在的服务问题提出相应的提升对策。关键词：度假酒店；前厅；服务质量；提升AbstractWith the improvement of material and cultural living standards, people's spiritual needs continue to improve, and the system of paid vacation continues to improve, leisure vacation tourism has gradually become a new trend for people to travel. In the leisure tourism, tourists will spend more money and energy in the hotel. Nowadays, customers not only pay attention to the similar hardware facilities of each hotel, but also enjoy more unique and high-quality services. As the front office of a hotel, the quality of its service can affect customers' evaluation and recognition of the overall service of the hotel. The front office department with excellent service quality can promote the efficient cooperation among all departments of the hotel, help the hotel establish a good image and reputation, consolidate and expand the hotel's customer base. Through field investigation, interview and questionnaire survey, this paper studies the front office service quality of Renaissance Xiamen Resort and spa, finds out the existing service problems in the front office, analyzes the factors affecting the service quality, and puts forward the corresponding countermeasures.Key words: Resort hotel; Fron...
