基于5GAP模型高星级酒店自助餐厅服务质量提升研究.docVIP

基于5GAP模型高星级酒店自助餐厅服务质量提升研究 ——以黄龙饭店自助餐厅为例 【摘要】随着人们生活水平的提高，酒店市场的竞争愈加激烈，人们对餐饮消费的投入也越来越大，相对应的也对高星级酒店餐饮服务质量提出了更高的要求。本文以杭州黄龙饭店自助餐厅作为研究对象，基于5GAP模型从质量感知差距、质量标准差距、服务传递差距、市场沟通差距、感知服务质量差距五个方面寻找当前高星级酒店餐饮部门服务质量所存在的问题。如：管理者对顾客期望理解不准确、员工服务不及时、服务质量未达到五星级标准、顾客所反馈的信息无处传达等问题，并针对性地提出服务质量的改进措施，如提高管理者管理水平、制定统一服务标准、加强服务技能、提供个性化与细节化服务等。 【关键词】5GAP模型，高星级酒店，服务质量提升，黄龙饭店餐厅 Research on Quality Improvement of Buffet Restaurant in High-star Hotel Based on 5GAP Model ——Taking Huanglong Hotel Buffet Restaurant as an Example 【Abstract】With the improvement of people's living standards, the competition in the hotel market has become increasingly fierce, and people's investment in catering consumption has become larger and larger, and correspondingly, higher requirements have been placed on the quality of catering services in high-star hotels. This paper takes the buffet restaurant of Hangzhou Huanglong Hotel as the research object. Based on the 5GAP model, it finds the service quality of the current high-star hotel catering department from five aspects: quality perception gap, quality standard gap, service delivery gap, market communication gap and perceived service quality gap. The problem. Such as: managers have inaccurate understanding of customer expectations, staff services are not timely, service quality has not reached the five-star standard, the information feedback from customers has nowhere to communicate, and other measures to improve service quality, such as improving management Management level, setting uniform service standards, strengthening service skills, providing personalized and detailed services. 【Key Words】5GAP model，High star hotel，Service quality improvement，Huanglong Hotel Restaurant 目录 TOC \o "1-3" \h \z \u 10813 引言 1 21659 一、理论基础 3 32400 （一）服务质量相关概念 3 21108 （二）5GAP模型基本内容 4 15020 二、高星级酒店自助餐厅服务存在的问题 7 2765 （一）管理者对顾客期望理解不到位 7 8895 （二）质量标准制定过高 7 6618 （三）提供的服务难以达到标准 8 12262 （四）对外宣传夸大承诺 9 4885 （五）顾客实际服务体验达不到预期 9 29505 三、提升高星级酒店自助餐厅服务质量的对策建议 9 2181 （一）提高管理者的管