論酒店客房服務質量管理
摘要：“質量是企業的生命”這1觀念已經成為當代企業的'基本共識，對於酒店管理也是如此，在市場競爭條件下，酒店經營成敗的關鍵在於服務質量。酒店是以建築物為憑藉，通過為客人提供住宿和飲食而取得經營收入的旅遊企業，尤其是客房部提供的住宿服務是酒店服務的1個重要組成部分，其質量高低直接影響酒店服務質量和客房出租率，所以酒店管理人員應當像保護自己的眼睛1樣高度重視客房部。本文通過對酒店客房服務質量的內在涵義、目前我國酒店客房服務質量存在的諸如總體服務水平不高、管理水平不高等問題及其產生這些問題的原因進行探討和分析，提出了培養和強化客房服務員的服務意識、設計和完善客房服務規程並嚴格加以貫徹執行等1系列的提高酒店客房服務質量的措施。
關鍵詞：酒店客房；服務質量；服務管理；服務水平
How by improves the hotel room service quality
Abstract: "Quality is the life," this concept has become the basic consensus of enterprises, the hotel management is the case, In the competitive market conditions, the hotel business is the key to the success or failure of the quality of services. The hotel is by virtue of the buildings, providing accommodation for the guests, and restaurants achieved operating income of tourism enterprises, Rooms in particular the Ministry of residential services provided by the hotel services is an important component of the its quality will directly affect the quality of service hotel rooms and rental rates, Therefore, the hotel management should be like protecting our own eyes, attach great importance to the Rooms Division. Based on hotel rooms and the quality of services inherent meaning, At present, Chinas hotel rooms and the quality of services such as the overall service level is not high, Higher levels of management problems and these problems to explore the causes and analysis the training and strengthening of the hotel attendants sense of service, Rooms design and improve service order and strictly implement a series of hotel rooms and increase the quality of service measures.
Key word: Hotel room；service quality；Service Management ；service levels
