金茂三亚丽思卡尔顿酒店客户满意度提升研究

发布时间：2018-02-10 00:57

本文关键词： 客户满意度盖勒普CE11调查工具联合分析金茂三亚丽思卡尔顿酒店　出处：《上海交通大学》2012年硕士论文　论文类型：学位论文

【摘要】：丽思卡尔顿作为全球首屈一指的奢华酒店品牌，从19世纪创建以来，一直遵从着经典的风格，，成为名门、政要下榻的必选酒店。其座右铭“我们以绅士淑女的态度为绅士淑女们服务”更是在业界被传为经典。它以差异化竞争和高端品牌塑造为策略，用精细化管理和客户满意度提升的模式创新为手段，运筹帷握，纵横裨阖，牢牢占据着全球高端酒店市场。中国五星级酒店近几年得到了跨越式发展。但过快扩张暴露出种种问题，其中服务水平下降最为突出。在这样的背景之下，对金茂三亚丽思卡尔顿酒店的客户满意度管理现状进行研究，对其客户满意度进行定性和定量的分析，既能够有的放矢地为酒店服务水平提升提出建议，也能对国内五星级酒店的运营提供有益借鉴。本文从金茂三亚丽思卡尔顿酒店客户满意度管理的现状入手，首先较为详细地介绍了丽思卡尔顿酒店围绕客户满意度提升建立起的一整套管理制度、流程和方法，然后对盖勒普CE11调查工具及其在酒店品质提升中的实际应用进行深入研究。针对调查工具中指出的酒店薄弱项目，运用联合分析进行进一步调查并对结果进行数据分析，发掘问题产生的深层次原因，提出可操作的改进方法。最后，提出提升金茂三亚丽思卡尔顿酒店客户满意度的各项建议。
[Abstract]:Ritz-Carlton, as the world's leading luxury hotel brand, has been following the classic style since its inception in 19th century. The motto "We serve Gentlemen and Ladies as Gentlemen and Ladies" is a classic in the industry. It takes differentiation competition and high-end brand building as its strategy. With meticulous management and customer satisfaction to improve the mode of innovation as a means, operational curtain grip, vertical and horizontal Peihe, firmly occupy the global high-end hotel market. China's five-star hotels have developed by leaps and bounds in recent years. However, rapid expansion has exposed a variety of problems, among which the decline in service level is most prominent. Against this background, This paper studies the current situation of customer satisfaction management of Sanya Carlton Hotel in Jinmao, and analyzes its customer satisfaction qualitatively and quantitatively. Also can provide useful reference to the domestic five-star hotel operation. Starting with the current situation of customer satisfaction management in Sanya Carlton Hotel, this paper first introduces in detail a set of management systems, processes and methods established by Ritz Carlton Hotel around the promotion of customer satisfaction. Then it makes a deep study of Gallup CE11 and its practical application in hotel quality improvement. Aiming at the weak hotel items identified in the survey tool, the joint analysis is used to carry out further investigation and data analysis on the results. At last, some suggestions on how to improve the customer satisfaction of Sanya Carlton Hotel in Jinmao are put forward.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F719;F224

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