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服务行业中,员工与顾客的接触是不可避免的,酒店服务中的接触更是非常重要。在整个服务接触中,酒店服务人员提供服务质量的好坏直接影响顾客满意与否。酒店服务接触中包含员工主要是一线员工与顾客的接触,酒店服务接触的各个环节都需要酒店提高重视。这就要酒店管理人员针对酒店服务接触中存在的问题来培训员工、完善组织管理等,以提升服务水平,获得顾客满意。
In the service industry, staff and customer contact is inevitable, and hotel service contacts are even more important. Throughout the service contact, the quality of service provided by hotel service staff directly affects the customer satisfaction or not. Hotel service contacts include the staff is mainly front-line staff and customer contact, hotel services in all aspects of the need to contact the hotel to increase attention. This requires the hotel management personnel for hotel services in contact with the problems that exist to train staff, improve organizational management, etc., in order to enhance service levels, access to customer satisfaction.