浅析酒店前厅部服务质量问题  

Problems Concerning Service Quality of Hotel Front Desks

作　　者：欧阳晓波[1] 

机构地区：[1]江西宜春职业技术学院经济管理系,江西宜春336000

出　　处：《商业经济》2013年第24期83-84,共2页Business & Economy

摘　　要：酒店前厅部是酒店的窗口部门,其服务质量对酒店形象、服务质量与管理水平和经济效益有很重要的关系。部分酒店对前厅部门的管理重视程度不够,导致了前厅部服务人员在客房销售方式方面技巧不足、与其他各部门沟通不畅、人员流动量大、人才流失严重等问题。酒店应加强对前厅服务工作的管理,强化对服务人员客房销售技巧的培训,努力提升员工的素质与业务操作水平,规划员工职业生涯,建立人才储备制度,用事业留人,有效提高前厅服务质量,吸引更多客人入住,创造更高的经济效益。As a service center meeting customer first, the service of a front desk directly affects the image, overall service and management level, and economic benefit of a hotel. Given that some hotels pay less attention to the management of their front desks, the service staff of the front desks are usually poorly trained with insufficient sales and communication techniques, resulting in inefficient communication be- tween inside departments and frequent personnel turnover. To cope with these problems, hotels need to enhance the management of front desk services by investing more in training front desk staff with sales techniques, improving their professional knowledge and proficiency of operations. In addition, hotels should help staff plan career life and build a strong talent pool in ways that help retain employees.

关 键 词：酒店前厅 服务质量 问题与对策 

分 类 号：F830[经济管理—金融学]