（完整版）论现代酒店个性化服务存在的问题及对策本科生毕业设计(2)

摘 要

随着我国酒店业的发展，消费者对酒店服务水平的要求也不断提高，酒店的标准化服务已不能适应目前的市场需求，个性化的服务成为新时代酒店业发展趋势和竞争优势的核心。个性化服务是指以标准化服务为基础，以客人需求为中心提供各种有针对性的差异化服务及超常规的特殊服务，以便让接受服务的客人有一种自豪感、一种满足感，从而留下深刻的印象，并赢得他们的忠诚而成为回头客。我们应该清楚看到个性化服务理念形成的必要性，但目前多数酒店对个性化服务还存在一些认识和实践上的误区。本文主要论述了酒店个性化服务的内容、意义与特点，并结合目前酒店个性化服务发展现状发现问题并提出相应的措施和可行性策略。 关键词：个性化服务；酒店；标准化服务；特点；问题；策略。

目 录

摘 要 ··················································································································· I 引言 ·················································································································· 1 第1章 酒店个性化服务的内容及含义 ···························································· 2 2.1酒店个性化服务的概念 ················ 2

2.2酒店个性化服务的含义 ················ 2

第3章 标准化与个性化关系 ············································································ 3

3.1标准化服务的产生与发展 ··············· 3

3.2标准化服务的产生、发展及其理论依据 ········· 3

3.3标准化服务与个性化服务的联系与区别 ········· 3

第4章 酒店个性化服务的特点 ·················································································· 4

4.1 服务的灵活性 ···················· 4

4.2 服务的特殊性 ···················· 4

4.3 服务的多样性 ···················· 4

4.4 服务的主动性 ···················· 4

4.5 服务的超满足性 ··················· 4

第5章 酒店个性化服务存在的问题及推进个性化服务的策略 ··········································· 5

5.1 酒店个性化服务存在的问题 ·············· 5

5.1.1对酒店个性化服务的认识存在误区 ·············· 5 5.1.2经营管理者与员工的个性化经营与服务意识不强 ········ 5

5.2 推进酒店个性化服务的策略 ·············· 5

5.2.1从基础抓起，强化服务质量 ················· 5

5.2.2了解顾客需求 ······················· 5

5.2.3运用情感战略 ······················· 5

5.2.4建立顾客资料库，推动信息化进程 ·············· 5

5.2.5加强对员工激励 ······················ 5

5.2.6培养个性化服务意识 ···················· 5

5.2.7建立危机管理和顾客投诉管理机制 ·············· 5

5.2.8建立相应的顾客保障机制 ·················· 5

第6章 结论 ··········································································································· 6 参考文献 ··············································································································· 6 致 谢 ··············································································································· 8