浅析饭店服务质量管理的关键控制点

Critical control point of service quality of hotel management

服务质量管理饭店经营管理的核心,是饭店管理各个方面工作的综合反映,是企业形象内涵所在,决定企业的成败,也是顾客是否认可饭店的首要因素。本文针对目前饭店业服务质量管理方面存在的诸多问题,剖析影响饭店服务质量的关键服务项目,提出如何把握影响饭店服务质量评价的关键点并对关键服务项目的服务质量实施有效监控。

The service quality management is the core of hotel management, is the comprehensive reflection of various hotel management aspects of the work, is the enterprise image connotation, decide the success or failure of the enterprise, is also the primary factor whether the customer approval hotel. In this paper, according to the problems in the hotel service quality management, analyzes the influence of key services of hotel service quality, put forward the key points of how to grasp the impact evaluation of hotel service quality and the key service project service quality monitoring.