摘要
本文从理论上阐述了饭店个性化服务的内涵。指出了饭店实施个性化服务具有满足宾客的个性需求、造就高素质的员工队伍、优化饭店的服务质量、强化饭店的竞争优势和形成饭店的品牌特色的重要意义。同时从实用性的角度,提出处理好个性化服务与规范化服务的关系、建立和健全一整套客史档案、实行以人为本的管理模式、建设一支高素质的员工队伍、保证足够的员工数量、形成饭店的特色文化是实现饭店个性化服务的有效途径。
This paper stats the connotation of customized service of hotel service in theory and its significance with regards to meeting the demand of guests,training high-quality staff, optimizing the service quality of hotels,strengthening their competition advantages and forming their own characteristics. What＇s more,the paper also suggests,from the practical point of view,several effective means to realize customized service of hotel industry such as ：correctly conducting the relation between customized service and normalized service,established a complete set of customer archives,practicing customer oriented management model,training high-quality staff, ensuring enough staff and forming distinctive hotel culture.
出处
《福建师大福清分校学报》
2007年第3期84-87,共4页
Journal of Fuqing Branch of Fujian Normal University
关键词
饭店
个性化服务
Hotel,Customized Service
