高星级酒店西餐厅服务质量探讨——以上海万达瑞华酒店为例

高星级酒店西餐厅服务质量探讨以上海万达瑞华酒店为例XXX(XXXXXXX)(黔南民族师范学院旅游与资源环境学院，贵州都匀558000)摘要：服务经济背景下，是对酒店强化服务质量以及业务能力的追求，是对消费者的感知质量以及满意度的期待，是对产品的人性化和智能化的追求，多重场景凝聚为一个追问：善经济时代，何种西餐厅服务质量得以适应新需求。现代高星级酒店西餐厅运营的核心在于服务质量与产品人性化的具体外显能力，当然，酒店的发展不仅仅依托于服务质量，更衬托出酒店的组织能力，自然也会涉及酒店的企业文化。如何让服务质量在酒店的未来发展中发挥出最大功效，需要关注如何发挥酒店自身优势并恰当合理融合不同价值观念、找准服务方式，进而得到有效沟通。毕竞，一个动态的、可持续的酒店与消费者关系需要体现产品的突破性创新以及合理定位市场需求。从酒店自身而言，能否顺应现代性的生活方式，在商业竞争中维系自我优势，从消费者角度而言，服务质量能香实现美好生活的标准，在休闲享受中维系优良感知质量。酒店服务与消费者体验的完美衔接，是顾客满意度不断增加的基础。因此，如何为高星级酒店西餐厅创造服务质量优势是一个很有现实感的理论问题。本文将基于SW0T分析方法，从环境、文化、消费者入手，在发现问题，分析问题的前提下，全面展开高星级酒店西餐厅创造服务质量的探究。关键词：服务质量：满意度：消费者：高星级酒店：上海万达瑞华Discussion on service quality of high-star hotel-Take Wanda Ruihua Hotel as an exampleXXX(XXXXXXX)(School of Tourism and Resource Environment,Qiannan Normal University for Nationalities Duyun,558000.GuiZhou)Abstract Under the background of service economy,it is the pursuit of strengthening the servicequality and business ability of hotels,the expectation of the perception quality and satisfaction ofconsumers,and the pursuit of humanization and intelligence of products,multiple scenes are condensedinto a question:what kind of service quality of western restaurant can meet the new needs in the era ofgood economy.The core of the operation of modem high-star hotel lies in the service quality and thespecific explicit ability of product humanization.Of course,the development of the hotel not only dependson the service quality,but also foil the organizational ability of the hotel,and naturally involves thecorporate culture of the hotel.How to make the service quality play the greatest effect in the futuredevelopment of the hotel needs to pay attention to how to give full play to the hotel's own advantages,properly and reasonably integrate different values,and identify the right service methods,so as to geteffective communication.After all,a dynamic and sustainable hotel-consumer relationship needs to reflectproduct breakthrough innovation and reasonable positioning of market demand.From the hotel itself,whether it can adapt to the modem lifestyle and maintain its self-advantages in the commercial competition,from the perspective of consumers,whether the service quality can achieve the standard of a better life,andmaintain the good perceptual quality in the leisure enjoyment.The perfect connection between hotel serviceand consumer experience is the basis of increasing customer satisfaction.Therefore,how to create a servicequality advantage for the high-star hotel western restaurant is a very realistic theoretical problem.This paperwill be based on the SWOT analysis method,starting from the environment,culture,consumers,under thepremise of finding problems and analyzing problems,comprehensively launched the exploration ofhigh-star hotel west restaurant to create service quality.Keywords:Service Quality;Satisfaction;Consumer;High Star Hotel;Shanghai Wanda Ruihua2目录摘要关键词Abstract.…Keyw0rds.….2]引言.41高星级酒店西餐厅服务质量的相关概述51.1高星级酒店西餐厅服务质量的基本概念.51.1.1质量的概念1.1.2服务质量的概念..61.2西餐厅服务所包含的内容