酒店服务意识要素的构建及其启示

The Ingredients Construction of Hotel Service Consciousness and Its Inspiration

酒店服务意识的提升是酒店优质服务的关键因素。系统的酒店服务意识应包括产品特性、程序特性、员工特性以及延伸特性等四大要素,在此基础上提出与酒店服务意识密切相关的十二个子要素,构建完整的酒店服务意识要素模型,并结合该模型,就酒店服务意识的提升提出相应的管理对策。

The promotion of the hotel service consciousness is the key factor of the hotel knight service. The paper put forward the composition of service consciousness of the system,including product characteristics,conditioner characteristics,employee characteristics,extended service characteristics. On this basis,the paper proposed twelve sub elements closely related to the hotel service consciousness,and constructed a complete element model of the hotel service consciousness. Combined with the model, the corresponding management strategies for the improvement of hotel service consciousness were given in this paper.