饭店前厅服务质量存在问题及对策研究
——以无锡君来湖滨饭店为例
摘要：前厅部是饭店经营管理中的一个重要部门，是饭店开展业务活动及实施对客服务的综合性部门并且前厅部与饭店的收入直接相关，因此，前厅的服务质量尤为重要。前厅服务质量的好坏，不仅直接影响饭店的客房出租率和经济效益，还能反映出一家饭店的工作效率、服务质量和管理水平的整体面貌。本文通过对无锡君来湖滨饭店前厅服务质量的内容、特点、重要性和现状分析，解剖前厅服务质量现存问题，从而提出解决方案，提高饭店前厅服务质量。
关键词：无锡市;饭店;前厅服务质量;问题;对策
Study on the problem and countermeasures of the hotel lobby service quality——the wuxi juna hubin hotel as an example
Abstract: The front office is an important department in hotel management, hotel is to carry out business activities and the implementation of the guest services comprehensive department and the front office is directly related to the hotel revenue, as a result, the front office service quality is especially important. Front desk service quality, not only directly affect the hotel guest room occupancy rate and economic benefits, also can reflect a hotel work efficiency and service quality and management level of the overall appearance. This article through to the wuxi juna hubin hotel front desk service quality content, characteristics, importance and the analysis of the main tasks, the anatomy of the front desk service quality management system, existing problems and countermeasures, and put forward solutions, improve the quality of the hotel front desk service.
Keywords: Wu xi ; The hotel; The front office service quality; Problem; countermeasures
目录
摘要、关键词······················································1
一、绪论··························································2
二、相关理论······················································2
（一）饭店前厅服务质量的含义······································2
（二）饭店前厅服务质量内容及衡量标准······························3
（三）饭店前厅服务质量特点········································5
三、无锡君来湖滨饭店前厅服务质量现状分析··························6
（一）无锡君来湖滨饭店前厅部简介··································6
（二）饭店前厅部服务质量现状分析··································7
（三）饭店前厅服务质量存在的问题··································8
四、针对问题提出相关对策··········································9
（一）行业方面····················································9
（二）饭店方面····················································10
（三）员工方面····················································11
五、结论··························································12
参考文献··························································13
参考文献
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[2]唐少霞，雷石标.酒店管理概论[M]哈尔滨工程大学出版社.2012
[3]李亚茹.浅析金宸国际酒店前厅部服务质量提升策略[J].科技视界.2014（01）
[4]张冉.浅谈星级酒店前厅服务质量管理存在的问题及对策[J].现代商业.2015(33)
[5]欧阳晓波.浅析酒店前厅部服务质量问题[J].商业经济.2013（24）
[6]张润刚等.中华人民共和国星级酒店评定标准.国家旅游局质量规范与管理司.2010
[7]君来湖滨饭店星级评定标准及实际检测报告.无锡市旅游局.2016.01
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