論服務(wù)補(bǔ)救在高星級(jí)酒店管理中的運(yùn)用 酒店管理專業(yè)畢業(yè)論文

目  錄
摘要……………………………………………………………………………………………1
關(guān)鍵詞…………………………………………………………………………………………1
Abstract………………………………………………………………………………………1
Key words…………………………………………………………………………………1
引言……………………………………………………………………………………………1
一、服務(wù)補(bǔ)救概述……………………………………………………………………………2
（一）服務(wù)補(bǔ)救的定義………………………………………………………………………2
（二）對(duì)服務(wù)補(bǔ)救的認(rèn)識(shí)……………………………………………………………………2
1.服務(wù)補(bǔ)救與顧客抱怨處理…………………………………………………………………2
2.外部服務(wù)補(bǔ)救與內(nèi)部服務(wù)補(bǔ)救……………………………………………………………2
二、高星級(jí)酒店開展服務(wù)補(bǔ)救的必要性……………………………………………………3
（一）酒店角度………………………………………………………………………………3
1.適應(yīng)市場(chǎng)競爭，提升我國高星級(jí)酒店滿足顧客的能力…………………………………3
2.挽救服務(wù)失敗，樹立我國高星級(jí)酒店的良好形象……………………………………3
（二）員工角度……………………………………………………………………………3
三、高星級(jí)酒店服務(wù)補(bǔ)救的現(xiàn)狀和存在的問題……………………………………………4
（一）高星級(jí)酒店服務(wù)補(bǔ)救的現(xiàn)狀…………………………………………………………4
（二）高星級(jí)酒店服務(wù)補(bǔ)救存在的問題………………………………………………4
1.對(duì)服務(wù)補(bǔ)救的認(rèn)識(shí)不正確，服務(wù)補(bǔ)救效果差……………………………………………4
2.對(duì)一線員工授權(quán)不足，錯(cuò)失服務(wù)補(bǔ)救的良機(jī)……………………………………………4
3.忽視內(nèi)部服務(wù)補(bǔ)救，挫傷員工積極性……………………………………………………4
四、高星級(jí)酒店開展服務(wù)補(bǔ)救的對(duì)策………………………………………………………5
（一）外部服務(wù)補(bǔ)救對(duì)策……………………………………………………………………5
1.完善投訴系統(tǒng)………………………………………………………………………………5
2.鼓勵(lì)和引導(dǎo)顧客投訴………………………………………………………………………5
3.高效解決服務(wù)失誤………………………………………………………………………5
（二）內(nèi)部服務(wù)補(bǔ)救對(duì)策……………………………………………………………………6
1.完善服務(wù)系統(tǒng)………………………………………………………………………………6
2.建立完善的授權(quán)制度………………………………………………………………………6
3.加強(qiáng)對(duì)一線員工培訓(xùn)，理解和激勵(lì)員工…………………………………………………6
致謝……………………………………………………………………………………………6
參考文獻(xiàn)………………………………………………………………………………………7

 
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關(guān)鍵詞：服務(wù)補(bǔ)救;外部服務(wù)補(bǔ)救;內(nèi)部服務(wù)補(bǔ)救;服務(wù)補(bǔ)救對(duì)策;高星級(jí)酒店

Application of Service Recovery in First-Class Hotel's Management
Abstract:Service recovery is one of the important way which is to gain the customer loyalty and to improve competitiveness.At present,in the face of the competition is fierce,first-class hotels must carry out service recovery,in order to narrow the differences with international hotels and win the game.In this paper,the applying situation of the service recovery in our country’s first-class hotel was examined,and the problems existed were analyzed.Finally,the methods to promote the service recovery application in first- class hotel were presented both in eternal service recovery and internal one according to the analysis.They can be used as reference for improving the service recovery quality、the competitiveness and the profitability of fisrt-class hotel.
Key words:service recovery;external service recovery;internal service recovery;service recovery
method;first-class hotel