一、国营酒店与外资酒店之间的差距对于酒店行业来说,服务质量标准化是基础,个性化是趋势。科学化、规范化、制度化、程序化已成为外资酒店集团标准化服务的核心,这必须基于较高的员工素质和流程的合理化,使酒店服务质量更加稳定。然而不论是标准化服务还是个性化服务,都需要专业化来支撑,表现在酒店员工身上,体现其职业化。国营酒店集团由于制度及历史的因素,高层次员工较少,受 First, the gap between state-owned hotels and foreign-funded hotels For the hotel industry, the standardization of service quality is the basis for personalization is the trend. Scientific, standardized, institutionalized and proceduralized have become the core of standardized hotel service for foreign hotel groups. This must be based on the higher quality of personnel and the rationalization of procedures, so as to make the hotel service quality more stable. However, whether it is standardized services or personalized services, require professional support, reflected in the hotel staff who reflect their professionalism. State-owned hotel group due to institutional and historical factors, high-level employees less affected