毕业论文-酒店个性化服务管理.pdf

酒店个性化服务管理 摘 要 以顾客为中心的个性化服务在日趋激烈的市场竞争中发挥着差异化经营所 带来的的竞争优势。个性化服务要真正体现在酒店日常的管理和服务之中，而不 是只表现在某一个具体的项目、一个规章制度或者一个口号上。个性化服务对于 硬件和软件都没有准确的定义和原则，所以酒店个性化服务的操作规范不明确， 品牌个性不强，服务人员的技术创新受限等，直接约束着个性化服务的制度化， 品牌化的创立和实践。本文从酒店管理运营机制框架和员工的职业技能素养的培 训两个方面阐述了酒店个性化服务的改革和创新的实践与建设。这样才能形成酒 店特色常规高质量的服务与经营，才能赢得更多的顾客，占领更大的市场，创造 不断的赢利。 关键词：个性化 ，服务 ，酒店 I ABSTRACT Regard customer as the centre of the individualized service in the increasingly fierce market competition to play the differentiation of management of competitive advantage. Personalized services to embody in hotel daily management and service, not only in a specific project, a regulations or a slogan. Personalized services to both hardware and software is not an exact definition and principles. So the hotel operation of personalized service, brand personality is not strong, service personnel of technology innovation such as the limited, direct constrains the institutionalization of personalized service, brand establishment and practice. Personalized management mode and personal services is the innovation. From the hotel management and operation mechanism of architecture framework and professional skills of employees from two aspects of the quality training to the hotel of personalized service this reform and innovation of practice and construction. This hotel can form characteristics of conventional high quality service and management, can win more customers, occupied larger market, constantly creates profit. KEY WORDS: personality , service , hotel II 目　录 摘 要I ABSTRACTII 一、 酒店个性化服务的内涵及其