【摘要】 近几年中小城市酒店业发展势头迅猛,但其服务质量却与大城市中小酒店的服务存在较大的差距。文章从提升服务质量对中小城市酒店发展的重要性入手,分析了顾客对中小城市酒店服务质量的要求和中小城市酒店服务质量存在的问题及原因,提出了建立完善的酒店服务制度、明确酒店工作流程和服务标准、创新酒店服务类型、优化服务过程、加强酒店培训、完善酒店质量监控体系等措施,以提升酒店服务质量和酒店管理水平。更多还原

【Abstract】 In recent years, the hotel industry in small and medium-sized cities develops rapidly, but the quality of service exists larger gap from small hotels in big cities. With the beginning of the importance to improve the quality of service for the development of the hotel industry in small and medium-sized cities, this paper analyzes the customer’s requirements as well as the problems and reasons of the quality of service in hotels of small and medium-sized cities, puts forward the measures to establish perfect hotel service system, define the hotels’ workflow and service standards, innovate the service type, optimize the service process, strengthen the hotel training and improve quality monitoring system for promoting the quality of service and management level of hotels.更多还原