浅析酒店个性化服务和人性化管理
随着我国经济实力的壮大，我国旅游与酒店得到了重大发展。酒店管理的服务竞争力与品质也随之提高，商业竞争也使顾客的地位不断提升，经营管理“宾客至上”，“顾客就是上帝”风靡整个行业。在酒店中，“宾客至上”更被奉为重要理念。管理水平的不断提高、管理观念的不断更新，标准化服务早已不能满足与于各个顾客的需要，酒店的服务也无法统一标准，不同的宾客会有不用的性格特征，从而产生不同的行为模式，由于年龄，性别，经历的不同，每个人都有属于自己的特质，因此个性化服务就逐渐越来越多应用于现代管理中，越来越成为我国酒店业的主要话题，不少酒店已经开始在原有的标准化服务的基础之上找出个性化服务的方式。本文从服务人员的个性化服务为论点，重点论述了服务人员个性化服务以及酒店对员工人性化管理对酒店发展的影响。
关键词：酒店管理；人才培养；宾客至上；个性化服务
ABSTRAC
with the development of China's economic strength, China's tourism and hotels have achieved significant development. The quality and service competitiveness of hotel management have also been improved. The fierce commercial competition has promoted the status of customers rapidly. The concept of operation and management is popular in all walks of life. Especially in the hotel industry, "guests first" is regarded as a wise motto. Update of with the improvement of management level, management concept, standardized service already cannot satisfy the needs of different customers, the hotel's service cannot completely uniform standard, different guests have no personality, so as to produce different patterns of behavior, because of age, gender, experience is different, everyone has their own characteristics, so the personalized services is gradually more and more used in modern management, more and more become the main topic of hotel industry in China, many hotels have begun on the basis of the standardization of the original service to find ways to personalize services. This paper takes the personal service of the service staff as the argument and focuses on the personal service of the service staff and the influence of the hotel's humanized management on the development of the hotel.
Key words: hotel management major; Personnel training; Guests first
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