高星级酒店服务质量提升研究——以北京S酒店为例

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一、饭店简介由S酒店集团投资的北京S酒店,总投资12亿元人民币,整体占地约3万平方米,总建筑面积18.68万平方米,其中地下建筑面积4.2万平方米是拉斯维加斯风格的不夜城,具备休闲、健身、娱乐、美食等各项功能。饭店自开业以来,一直秉承“以情服务,用心做事”的企业理念,推行“我们在您身边”的饭店服务理念,在全员中落实首问责任制,重视员工业务技能技巧培训工作,本着以服务质量为生命力,以服务特色为市场核心竞争力的 First, the hotel profile S Hotel Group invested by the Beijing S Hotel, with a total investment of 1.2 billion yuan, covering a total area of ​​about 30,000 square meters, with a total construction area of ​​186,800 square meters, of which 42,000 square meters of underground construction area is Las Vegas Gass-style sleepless city, with leisure, fitness, entertainment, food and other functions. Since its opening, the hotel has always been adhering to the corporate philosophy of “service, hard work”, the implementation of “we are at your side” of the hotel service concept, the implementation of the first question accountability system in all staff, emphasis on employee business skills and skills Training, in the service quality as the vitality, service features for the market’s core competitiveness
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