我国酒店业服务质量存在的问题及策略研究

本科毕业论文题目我国酒店业服务质量存在的问题及策略研究学生姓名XXX专业名称旅游管理指导教师XXXX年X月X日教学单位历史文化与旅游系学生学号XXXXXXXX编号LS2014LY0XX宝鸡文理学院本科毕业论文I我国酒店行业服务质量存在的主要问题及解决策略摘要：在21世纪的当今社会，随着人们生活水平的不断提高，对服务行业的要求也不断提高。酒店行业市场竞争的日趋激烈，是业内人士普遍认同的一个事实。酒店服务质量是酒店企业得以生存和发展的坚实基础，然而，就我国酒店企业服务质量来看，仍然还存在着诸多的问题，这些问题的存在，严重影响了酒店企业的生存和发展。本文针对我国高星级酒店的现状，阐述服务质量存在的主要问题并加以分析，找出影响酒店行业服务质量的主要原因，并且通过对中外高星级酒店的对比，及“服务”一词新的诠释，进而对酒店服务质量的提高，提出了几点可行性的建议。关键词：酒店现状；酒店服务；质量提升宝鸡文理学院本科毕业论文IIThemainproblemsofChina'shotelindustryservicequalityandthesolutionstrategyAbstract:Intoday'ssocietyofthe21stcentury,withthecontinuallydevelopmentofthelivingstandardofpeople’life,therequirementsoftheserviceindustryroseaswell.Theincreasinglyfiercemarketcompetitionofhotelindustryhasbecomeanacknowledgedfact.Theservicequalityofahotelcanbeconsideredasthesolidfoundationofsurvivalanddevelopment.However,therearestillmanyproblemsinourcountry’shotelservicequality,theexistenceoftheseproblems,seriouslyinfluencedthehotel'ssurvivalanddevelopment.Inthispaper,basedonthestatusofhighstar-ratedhotelsinChina,expoundsandanalysesthemainproblemsinservicequality.Alsotofindoutthemainreasonthataffectingthequalityofserviceinthehotelindustry,andbythecomparisonofChineseandforeignhighstar-ratedhotels,andthenewinterpretingofthewordservice.Andputforwardsomereasonablesuggestionsoftheimprovementofhotelservicequality.Keywords:hotelStatus;HotelService;TheImprovementofQuality.宝鸡文理学院本科毕业论文III目录摘要.......................................................................................................................................IAbstract................................................................................................................................II一、我国高星级酒店业服务质量现状及主要问题.........................................................1（一）高星级酒店服务质量现状..............................................................................1（二）我国高星级酒店服务存在的主要问题..........................................................11．“重硬件、轻软件”倾向.................................................................................22．服务质量管理效率低下.................................................................................33．高星级酒店从业人员素质落后.....................................................................34．工作满意度低，员工流动率高.....................................................................45．高星级酒店部门协调性差.............................................................................56．恶性价格竞争影响高星级酒店服务质量稳定性.........................................6二、影响酒店业服务质量的主要原因.............................................................................6（一）硬件设施没有及时保养..................................................................................6（二）基层员工知识面不够广..................................................................................7（三）工作量大，员工压力大..................................................................................7（四）基层员工责任心不到位..................................................................................8（五）管理理念不够人性化......................................................................................8（六）对企业文化建设的重视度不够......................................................................8三、提高酒店服务质量的可实行措施.............................................................................9（一）建设酒店行业服务水平支持体系..................................................................9（二）酒店管理者要强化服务质量意识..................................................................9（三）建立完善的服务质量管理体系......................................................................91．设立服务质量管理组织结构.........................................................................92．制订质量标准和质量目标.............................................................................9（四）管理控制要对路............................................................................................101．实行首问责任制...........................................................................................102．盯紧关键时刻...............................................................................................103．对员工授权...................................................................................................11宝鸡文理学院本科毕业论文IV4．走动管理.......................................................................................................11（五）提高酒店内部协调性....................................................................................111．加强沟通管理...............................................................................................112．推行岗位轮换制度.......................................................................................123．培育企业文化...............................................................................................12（六）加强员工管理................................................................................................121．员工招聘.......................................................................................................122．员工培训.......................................................................................................123．提高员工满意度...........................................................................................13（七）加强