我国本土星级酒店精细化服务问题研究--基于A酒店的案例研究

摘要

目前，精细化服务尚没有成为我国本土星级酒店的核心文化。我国本土酒店标准化服务存在漏洞，个性化服务仅是口号，难以创造高度的顾客满意度，严重影响了酒店在国内外住宿市场上的竞争力。应从理念更新、员工培训、管理水平提升等方面提高本土酒店服务精细化水平。%The fine service has not yet become the core culture of local hotels , the standard service has not carried out in most star ho-tels properly and perfectly , and personalized service is just a slogan .All of these are difficult to creat high customer satisfaction and se-verely limit the industry competitiveness of local hotels at home and abroad .So we should improve the fine service from the following as-pects:updating the concept ,training staff and enhancing the management level .