本文選題：經(jīng)濟(jì)型酒店　切入點(diǎn)：服務(wù)質(zhì)量　出處：《江西財(cái)經(jīng)大學(xué)》2017年碩士論文

【摘要】：由于服務(wù)行業(yè)在經(jīng)濟(jì)社會(huì)中的地位不斷提高,服務(wù)質(zhì)量已經(jīng)成為一個(gè)非常具有研究前景的研究課題。隨著國(guó)內(nèi)旅游行業(yè)的不斷發(fā)展,國(guó)內(nèi)酒店服務(wù)業(yè)也在飛速發(fā)展。經(jīng)濟(jì)型酒店由于價(jià)格優(yōu)勢(shì)、網(wǎng)點(diǎn)優(yōu)勢(shì)、靈活便利等特點(diǎn)在旅游酒店業(yè)內(nèi)占據(jù)了相當(dāng)重要的位置,深受廣大出行者的喜愛(ài)。酒店的服務(wù)質(zhì)量也相應(yīng)地越來(lái)越受到行業(yè)的重視。在快速發(fā)展的同時(shí),酒店服務(wù)的投訴率也非常突出,開(kāi)水壺煮內(nèi)褲、毛巾擦馬桶、床上用品不消毒等現(xiàn)象經(jīng)常在媒體上出現(xiàn),給酒店品牌帶來(lái)了極大的負(fù)面影響。與品質(zhì)型酒店注重環(huán)境、硬件不同,經(jīng)濟(jì)型酒店由于自身定位的原因無(wú)法拼硬件、拼環(huán)境,只能將提升服務(wù)質(zhì)量作為自己的目標(biāo)。服務(wù)質(zhì)量是否能提升,提升到何種程度,往往決定了企業(yè)在同行業(yè)內(nèi)是否有競(jìng)爭(zhēng)力,是否能在激烈的市場(chǎng)競(jìng)爭(zhēng)中存活下來(lái)。提升管理質(zhì)量,將大大促進(jìn)企業(yè)發(fā)展,反之將失去競(jìng)爭(zhēng)的根本。國(guó)內(nèi)經(jīng)濟(jì)型酒店品牌眾多,2005年成立的7天連鎖酒店是其中的典型代表,各大經(jīng)濟(jì)型酒店的服務(wù)質(zhì)量基本相差不大,受到的投訴也基本相當(dāng)。同時(shí),國(guó)家提出了供給側(cè)結(jié)構(gòu)性改革的思路,要在供給結(jié)構(gòu)上進(jìn)行調(diào)整,以滿足群眾的基本需要。作為服務(wù)供應(yīng)商的經(jīng)濟(jì)型酒店也要考慮同樣的問(wèn)題。行業(yè)內(nèi)的各大品牌也都在為自身的發(fā)展前途擔(dān)憂,都希望能找到提高服務(wù)質(zhì)量的方法。為此,本文以7天酒店的服務(wù)質(zhì)量管理為研究對(duì)象,結(jié)合理論與實(shí)踐,采用實(shí)踐調(diào)查法和資料研究法等方法進(jìn)行研究,通過(guò)實(shí)地調(diào)查,探尋其服務(wù)質(zhì)量?jī)?yōu)化之道。本文將7天酒店的服務(wù)管理從綜合、客房、前廳和餐飲四個(gè)方面進(jìn)行歸納,找出其中存在的問(wèn)題,分析問(wèn)題產(chǎn)生的原因,發(fā)現(xiàn)酒店的服務(wù)質(zhì)量問(wèn)題主要有人員管理、硬件管理和戰(zhàn)略發(fā)展選擇。在人員管理方面,基層工作人員缺乏培訓(xùn),高層管理人員工作無(wú)主動(dòng)性,信息溝通渠道冗長(zhǎng)。在硬件管理方面,重采購(gòu),輕維修。在戰(zhàn)略發(fā)展選擇方面,重門(mén)店數(shù)量,輕服務(wù)質(zhì)量。針對(duì)這三方面的問(wèn)題,本文在研究中提出了相應(yīng)的優(yōu)化方案,試圖通過(guò)優(yōu)化方案全方位提升酒店服務(wù)質(zhì)量管理能力。針對(duì)人員管理問(wèn)題,實(shí)施強(qiáng)化的考核,采用在線學(xué)習(xí)方式提供靈活的24小時(shí)員工培訓(xùn)機(jī)制,建立更為扁平的管理體系以縮短信息溝通渠道。針對(duì)硬件管理問(wèn)題,推行標(biāo)準(zhǔn)化管理程序、店長(zhǎng)負(fù)責(zé)制,建立設(shè)備管理網(wǎng)絡(luò)和嚴(yán)格的硬件操作保養(yǎng)制度。針對(duì)企業(yè)戰(zhàn)略發(fā)展問(wèn)題,建立酒店服務(wù)質(zhì)量管理體系,培育企業(yè)文化。為確保方案的實(shí)施,還提出了該方案的保障條件、步驟與方式,人員層面需要領(lǐng)導(dǎo)層的支持、員工的強(qiáng)化培訓(xùn),管理層面要求信息現(xiàn)代化管理、服務(wù)流程標(biāo)準(zhǔn)化管理、推行首問(wèn)責(zé)任制、走動(dòng)管理等。通過(guò)這些措施保障優(yōu)化方案的實(shí)施,以達(dá)到提高企業(yè)服務(wù)質(zhì)量的目標(biāo),強(qiáng)化企業(yè)在同行業(yè)中的競(jìng)爭(zhēng)力,同時(shí)也為同行業(yè)的其他企業(yè)提供一個(gè)具有實(shí)踐操作性的改善服務(wù)質(zhì)量的思路,實(shí)現(xiàn)行業(yè)共同發(fā)展,為消費(fèi)者提供舒適良好的消費(fèi)環(huán)境。
[Abstract]:The status of service industry in economic society continuously improve the quality of service has become a very promising research topic. With the continuous development of the domestic tourism industry, domestic hotel service industry is in rapid development. The Econo Hotel due to price advantage, network advantages, flexible and convenient features occupies a very important position in the Turisthotellet industry, by the majority of travelers alike. The hotel service quality also more and more attention of the industry. In the rapid development of the hotel service complaint rate is also very prominent, boiling water pot, underwear, towel toilet, bedding not disinfection phenomena often appear in the media, bring a great negative impact hotel brand and hotel quality. Pay attention to the environment, different hardware, Econo Hotel unable to fight the hardware, the reason of its positioning environment, can only be provided L quality of service as its goal. Whether can improve service quality, enhance the extent to which often determines whether the enterprise competitiveness in the industry, whether it can survive in the fierce competition in the market. To enhance the quality of management, will greatly promote the development of enterprises, and the fundamental will lose the competition. Domestic Econo Hotel brands established in 2005, 7 Days Inn is one of the typical representative, the Econo Hotel service quality basic difference, the complaints are quite basic. At the same time, the state proposed a supply side structural reform ideas should be adjusted in the supply structure, to meet the basic needs of the masses. As service providers also need to consider the same Econo Hotel the problem. The major brands in the industry are worried for the future development of their own, are hoping to find a way to improve the quality of service. This, according to the 7 day of hotel service quality management as the research object, combining theory with practice, research with practice of investigation and data analysis method, through on-the-spot investigation, to explore the quality of service optimization. In this paper, 7 day of hotel service management from four aspects, guest rooms, lobby and food and beverage are summarized, find out the existing problems, analyzes the causes of the problems, the main problems of Discovery Inn Hotel service quality management, hardware management and strategic development. In personnel management, lack of grass-roots staff training, senior management staff work initiative, information communication channel length. In hardware management, re purchase light, maintenance. In the choice of strategic development, heavy number of stores, light service quality. For these three aspects, this paper put forward the corresponding optimization scheme in the study, trying to optimize. The case of comprehensive promotion of hotel service quality management. Aiming at the problem of personnel management, strengthen the implementation of the assessment, the online learning offers flexible 24 hours training mechanism, establish a more flat management system to shorten the information communication channel. According to the hardware management issues, the implementation of standardized management procedures, the manager responsibility system, establish the equipment management network and strict hardware operation and maintenance system. Aiming at the problem of the development of corporate strategy, the establishment of the hotel service quality management system, cultivating enterprise culture. In order to ensure the implementation of the program, also put forward the guarantee conditions of the scheme, steps and methods, personnel needs the support of the leadership, staff training, management level of modern management information service process, standardized management, shouwenzeren system, moving management. To ensure the implementation of optimization scheme through these measures, in order to improve the enterprises The goal of service quality is to enhance the competitiveness of enterprises in the same industry. Meanwhile, it also provides a practical and practical way to improve service quality for other industries in the same industry, so as to achieve common development of industries and provide consumers with a comfortable and good consumption environment.

【學(xué)位授予單位】：江西財(cái)經(jīng)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F719.2;F273.2

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