毕业论文 服务补救在高星级酒店管理中的必要性.doc

服务补救在高星级酒店管理中的必要性 目 录 摘要……………………………………………………………………………………………1 关键词…………………………………………………………………………………………1 Abstract………………………………………………………………………………………1 Key words…………………………………………………………………………………1 第一章 前言 ……………………………………………………………………………3 第二章 服务补救内涵阐释………………………………………………………………………5 2.1服务补救内涵…………………………………………………………………………5 2.2对服务补救的两点认识…………………………………………………………………5 2.2.1服务补救不等于宾客抱怨处理…………………………………………………5 2.2.2外部服务补救与内部服务补救的关系………………………………………5 第三章 高星级酒店服务补救现状略析………………………………………………7 3.1不正确认识..导致服务补救效果差………………………………………………7 3.2内部服务补救不到位..员工工作积极性不高……………………………………7 第四章高星级酒店开展服务补救的必要性……………………………………9 4.1酒店方面………………………………………………………………9 3.1.1适应市场竞争..提升我国高星级酒店服务质量………………………9 3.1.2及时弥补服务失败..树立我国高星级酒店的良好形象……………………9 4.2员工方面……………………………………………………………9 第五章 高星级酒店开展服务补救的策略……………………………………………11 5.1外部服务补救策略…………………………………………………………11 5.1.1健全投诉机制………………………………………………………………11 5.1.2鼓励和引导宾客投诉……………………………………………………11 5.2内部服务补救策略……………………………………………………………11 5.2.1健全服务机制……………………………………………………………11 5.2.2建立健全授权制度………………………………………………………12 5.2.3加强对一线员工培训..理解和激励员工……………………………………12 第六章 结论…………………………………………………………………………………15 参考文献……………………………………………………………………………………17 致谢……………………………………………………………………………………19 图1 授权对服务补救质量的影响模型………………………………………………………8 摘 要 　服务补救对于所有的服务企业来说具有客观性随着..宾客日渐挑剔..发生服务失误的可能性也越来越高..Abstract Service recovery services for businesses of all objectivity. Along with the economic development center of gravitys shift, serves takes the management key enterprise to account for the proportion to be getting bigger and bigger; Increasingly demanding customers, an enterprise services increasingly high likelihood of failure, service recovery has become the hotel set up a good image, enhance the brand value of one of the important ways. Through access to a lot of literature on high-star hotel services to remedy the current situation and problems of analysis of the problem, from an external service recovery and service recovery within two points of a ser