7天连锁酒店服务质量管理优化研究

发布时间：2018-03-29 07:40

本文选题：经济型酒店　切入点：服务质量　出处：《江西财经大学》2017年硕士论文

【摘要】：由于服务行业在经济社会中的地位不断提高,服务质量已经成为一个非常具有研究前景的研究课题。随着国内旅游行业的不断发展,国内酒店服务业也在飞速发展。经济型酒店由于价格优势、网点优势、灵活便利等特点在旅游酒店业内占据了相当重要的位置,深受广大出行者的喜爱。酒店的服务质量也相应地越来越受到行业的重视。在快速发展的同时,酒店服务的投诉率也非常突出,开水壶煮内裤、毛巾擦马桶、床上用品不消毒等现象经常在媒体上出现,给酒店品牌带来了极大的负面影响。与品质型酒店注重环境、硬件不同,经济型酒店由于自身定位的原因无法拼硬件、拼环境,只能将提升服务质量作为自己的目标。服务质量是否能提升,提升到何种程度,往往决定了企业在同行业内是否有竞争力,是否能在激烈的市场竞争中存活下来。提升管理质量,将大大促进企业发展,反之将失去竞争的根本。国内经济型酒店品牌众多,2005年成立的7天连锁酒店是其中的典型代表,各大经济型酒店的服务质量基本相差不大,受到的投诉也基本相当。同时,国家提出了供给侧结构性改革的思路,要在供给结构上进行调整,以满足群众的基本需要。作为服务供应商的经济型酒店也要考虑同样的问题。行业内的各大品牌也都在为自身的发展前途担忧,都希望能找到提高服务质量的方法。为此,本文以7天酒店的服务质量管理为研究对象,结合理论与实践,采用实践调查法和资料研究法等方法进行研究,通过实地调查,探寻其服务质量优化之道。本文将7天酒店的服务管理从综合、客房、前厅和餐饮四个方面进行归纳,找出其中存在的问题,分析问题产生的原因,发现酒店的服务质量问题主要有人员管理、硬件管理和战略发展选择。在人员管理方面,基层工作人员缺乏培训,高层管理人员工作无主动性,信息沟通渠道冗长。在硬件管理方面,重采购,轻维修。在战略发展选择方面,重门店数量,轻服务质量。针对这三方面的问题,本文在研究中提出了相应的优化方案,试图通过优化方案全方位提升酒店服务质量管理能力。针对人员管理问题,实施强化的考核,采用在线学习方式提供灵活的24小时员工培训机制,建立更为扁平的管理体系以缩短信息沟通渠道。针对硬件管理问题,推行标准化管理程序、店长负责制,建立设备管理网络和严格的硬件操作保养制度。针对企业战略发展问题,建立酒店服务质量管理体系,培育企业文化。为确保方案的实施,还提出了该方案的保障条件、步骤与方式,人员层面需要领导层的支持、员工的强化培训,管理层面要求信息现代化管理、服务流程标准化管理、推行首问责任制、走动管理等。通过这些措施保障优化方案的实施,以达到提高企业服务质量的目标,强化企业在同行业中的竞争力,同时也为同行业的其他企业提供一个具有实践操作性的改善服务质量的思路,实现行业共同发展,为消费者提供舒适良好的消费环境。
[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.

【学位授予单位】：江西财经大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F719.2;F273.2

【参考文献】