摘要
大众旅游时代,酒店间的竞争日益激烈,而酒店客房服务质量的好坏是影响大多数消费者选择酒店的主要因素。文章以佛山J酒店为例,采用问卷调查法,发现该星级酒店客房服务存在如下问题:客房服务标准及设施设备监管力度不达标;客房服务员人手不足;客房服务员缺少培训;个性化客房服务能力有待提升;客房管理者缺乏战略眼光。基于此,提出星级酒店客房服务质量提升对策:加强客房服务标准及设施设备的监管力度;加大对客房服务员的调整力度;加强对客房服务员的培训;提高客房个性化服务水平;提升客房管理者的管理能力。
In the era of mass tourism,the competition between hotels is becoming increasingly fierce,and the quality of hotel room service is the main factor that affects most consumers'choice of hotels.Taking the J Hotel in Foshan as an example,using the methods of questionnaire,this paper finds that the room service of the star hotel has the following problems:the room service standard and the supervision of facilities and equipment are not up to standard;the room attendants are understaffed;lack of training for room attendants;personalized room service capability needs to be improved;room managers lack strategic vision.Based on this,this paper puts forward the countermeasures to improve the service quality of star hotels'rooms:strengthening the supervision of room service standards and facilities and equipment;strengthen the adjustment of room attendants;strengthen the training of room attendants;improve the personalized service level of guest rooms;improve the management ability of room managers.
作者
蒙燕华
张义
Meng Yanhua;Zhang Yi(School of Tourism and Culture,Nanning Normal University,Nanning,Guangxi,530100)
出处
《市场周刊》
2022年第12期29-33,共5页
Market Weekly
基金
国家社会科学基金项目“基于生态足迹和水足迹整合的珠江—西江经济带水生态系统服务可持续利用研究”(17XJY004)
南宁师范大学科研启动费项目“南宁市中职学校环境教育研究”。
