酒店作为服务行业的龙头产业,酒店服务质量是酒店提升核心竞争力和获得可持续发展的关键,是酒店发展的生命线。为了最大限度的满足顾客的满意度,提升市场竞争力,酒店必须从服务质量入手,对其服务质量进行提升。 Hotel as a leading service industry, hotel service quality is the key to enhance the core competitiveness of hotels and access to sustainable development, is the lifeline of hotel development. In order to satisfy customer’s satisfaction to the maximum extent and enhance the market competitiveness, the hotel must start from the service quality and improve its service quality.