以顾客为中心的酒店服务设计研究

Research on the Design of Customer-centered Hotel ServiceAbstractIn Today's Society with the Increasing Level of Consumer Consumption in China,People'sDemand for Hotels is Increasing,and Their Demand Tends to be Diversified and Multilevel.HotelIndustry as an Important part of Service Industry,Facing the Increasing Demand of Customers,theDevelopment of China's Hotel Industry will also face Great Challenges.Whether a HotelEnterprise can Survive and Develop Depends not only on Whether its Hotel Service Level canmeet the Needs of Consumers and Exceed Their Expectations.And what kind of Service Design isthe key to meet the needs of Consumers.Based on the Above Background and Mastering the star Hotel Standard of the People'sRepublic of China.In this paper,takes Hilton Hotel as an Intemational Chain Hotel andGuangzhou Garden Hotel as an Example.First of all,in the Theoretical analysis,according to theDefinition of the International organization for Standardization (ISO),the Understanding of"Customer-centered"is Analyzed;Then the Theory and Tools of Service design are Studied.TakingHilton Hotel and Guangzhou Garden Hotel as examples,this Paper studies the Current situation ofService design of Extemal customers and Content employees,and Summarizes the Existingproblems in the Process of service design,Put forward their own Innovative design,In order toProvide reference for the Implementation of Service standards and Service design of the Hotelindustry in China.Based on the Online evaluation of the two hotels by the External customers,thisPaper Summarizes the Problems existing in the Service design of the hotel.According to theProblems found,some Suggestions are put forward.In order to Enable hotel Enterprises toIncrease their own Innovative services on the basis of Standardized services and Carry outCustomer-centered service design,this Paper Proposes to Upgrade the Service design Accordingto the hotel's own Standards,The main Upgrade points Optimize the Physical contact points,Digital contact points and Interpersonal contact points Involved in the Hotel service According tothe service design tool user Joumey map,So that the hotel to meet their own Enterprise Standardsof Service design,in order to Provide Reference for the same Industry operation.Key words:Customer focus;Service design;Hotel