随着社会的不断发展与进步,社会竞争越来越激烈,作为第三产业中的支柱产业之一的酒店行业面临着巨大的挑战,而酒店的核心是服务,服务渗透于酒店管理经营的全过程。本文就北京蓝海钟鼎楼食府(石景山)在规范化服务及个性化服务方面出现的问题进行探讨,并提出应对措施及精细化服务体系的构建措施。 With the constant development and progress of society, the social competition is becoming fiercer and fiercer. As one of the pillar industries in the tertiary industry, the hotel industry is facing a huge challenge. The core of the hotel is service and services are permeated into the hotel management. process. This paper discusses the problems that arise in Beijing Normal Restaurant and Shijingshan Restaurant (Shijingshan) in terms of standardization service and individualized service, and puts forward countermeasures and construction measures of elaborate service system.