对我国星级酒店服务质量的思考

摘  要
与旅游业发达国家相比，中国饭店业还存在着诸多急需解决的问题，其中饭店服务质量及其管理问题较为突出。尤其是我国相当一部分星级酒店设备设施质量、实物产品质量、劳务服务质量、环境氛围质量、支持工作质量都存在不少的问题，这严重影响我国星级酒店的服务质量水平。
服务质量是星级酒店的生命线，关系到酒店的生存和发展。一个酒店要获得成功，必须以服务质量求得生存，以服务质量求得信誉，以服务质量赢得市场，以服务质量取得经济效益。在当前的形势下，提高饭店服务质量已成为我国饭店业增强企业竞争力和健康发展的关键之一。本文对星级饭店和服务质量的概念、内容进行了阐述，提出了我国星级酒店的发展现状以及服务质量中存在的问题，并分析了问题存在的原因，最后提出了一系列提升我国星级酒店服务质量的建议。

关键词：星级酒店，服务质量，管理
ABSTRACT
Compared with tourism developed countries, there are still many urgent.problems in Chinese hotel industry.And the quality of hotel service and management issues are more prominent. In particular, there are a lot of problems in most of our Star Hotels,such as quality of equipment and facilities, product, service, environmental atmosphere, supporting, which seriously affect our quality of service standards of our star hotel.
Quality of service is the life line of Star hotel,witch related to the hotel's survival and development.A star hotel want to be successful, it must depend on the quality of service to stay afloat,to obtain the credit,to win the market and obtain economic effect.In the current situation, improved the hotel’s quality of service has become one of most important things to enhance competitiveness and health development. This paper expound the concept of Star Hotels and Quality of Service,put forward the development of China's star status and quality of service problems, and analyzes the problems. in the end, a series of proposals to increasing the quality of service in China's stars hotel had been made.

Keywords: Star Hotels , Quality of Service , Management

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