摘要
随着旅游业的高速发展，我国的酒店业取得了长足发展，服务质量也有了很大程度的提高，但是与国际知名品牌的酒店集团相比，还有很大的差距。本文从有形产品质量和无形产品质量两个方面阐述我国酒店业服务质量存在的问题，提出了建立质量管理体系，完善酒店教育培训系统，提高酒店服务人员的整体素质，加强顾客管理，增进部门之间的沟通协调等方法，进一步提升酒店的服务质量，更好的满足客人的消费需求，提高顾客的满意度，吸引更多的消费者，获得更大的经济效益，使我国酒店在激烈的市场竞争中立于不败之地。
Hotel of china got a considerable development with tourism of china getting into right orbit and economy of china getting development on the whole. The quality of service of hotel has been improved to a great degree. However, there is still a very great disparity between the service of china and service of international hotel, This article from tangible product quality and intangible product quality two aspects, discuss that our hotel service quality existent problem. With putting forward set up quality control system, perfecting hotel education training system, enhancing the overall quality of the hotel service personnel, strengthening the customer management, enhancing coordination among departments, hotel further improve the quality of service and better satisfy guests＇ requirements of consumption and increase customer satisfaction .It will attract more consumers, gain greater economic benefits and make our country hotel in the fierce market competition.
关键词
酒店服务质量
有形产品质量
无形产品质量
解决措施
Hotel＇s Quality of Service
Tangible Product Quality
Intangible Product Quality
Measures
