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随着我国经济的不断发展,酒店餐饮行业也得到了深入的发展。对比与国外其他市场来说,我国酒店行业市场具有非常强的发展潜力。但是目前我国酒店餐饮行业的服务质量一直饱受诟病,已经成为了阻碍其发展的重要因素。本文则在探讨酒店服务质量的内容以及其与顾客满意度关系的基础上,以沈阳保成希尔顿逸林酒店为例,深入分析了其服务质量管理现状,并总结了服务质量的影响因素,最后提出了有效可行的发展策略。
With the continuous development of our economy, the hotel restaurant industry has also been in-depth development. Compared with other foreign markets, China’s hotel industry market has a very strong potential for development. However, the quality of service in China’s hotel and catering industry has been criticized for a long time and has become an important factor that hinders its development. Based on the content of hotel service quality and its relationship with customer satisfaction, this paper takes DoubleTree by Hilton Shenyang as an example, analyzes the status quo of its service quality management and summarizes the influencing factors of service quality. Finally, Put forward the effective and feasible development strategy.