星级酒店自助餐发展现状分析

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1、..*浅析星级酒店自助餐服务质量管理摘要服务质量,是饭店管理理论与实践中的永恒话题。同时,由于人们生活水平的日益提高,饭店对对客服务质量的要求也越来越高。自助餐是一种以宾客自我服务为主的用餐方式，星级酒店对自助餐的服务质量要求自然更高。从实践角度来说,了解客人对自助餐所重视的关键因素,从而提高投入成本的产出效率,对于饭店经营来说意义重大。本文将以此为出发点对星级酒店自助餐服务质量管理进行研究。关键词星级酒店；服务质量管理；自助餐..*..*StarsHotelbuffetservicequalitymanag

2、ementAbstractServicequalityisaneternaltopicinhotelmanagementtheoryandpractice.Atthesametime,Becausepeople'slivingstandardisincreasingdaybyday,Thehotelisalsogettinghigherandhighertothequalityofservice.Thebuffetisakindofdiningwaywhichisbasedonselfserving,Star

3、sHotelonthequalityofserviceforthebuffetismorenatural.Fromapracticalpointofview,tounderstandthekeyfactorsthatguestspayattentiontothebuffet,soastoimprovetheefficiencyofinvestmentintheproductionofthehotelmanagement,thesignificanceoftheimportant.Thisarticlewill

4、takethisasthestartingpointtotheStarsHotelbuffetservicequalitymanagementtocarryontheresearch.KeyWordsStarsHotel;Servicequalitymanagement;Buffet..*..*目录一、引言.......................................................................................................

5、....................................1二、星级酒店服务质量现状...........................................................................................................1（一）服务流程不熟悉..........................................................................................

6、.................1（二）服务人员服务意识不够强...........................................................................................11、不能即时引领顾客.....................................................................................................22、不能积极主动服务...........

7、..........................................................................................2三、服务质量问题分析...................................................................................................................2（一）服务人员忠诚度不高............................

8、.......................................................................3（二）工作的被迫行...............................................................................................................3（三）服务技能欠