文档介绍：微笑在酒店服务中重要性以及应该怎样微笑
作者:孙国良
专业年级:酒店管理12
指导老师:郭蕾
[摘要]
随着社会经济与旅游业的飞速发展升级,消费者对酒店需
扩大。根据中国旅游饭店协会及中国酒店业主联盟相关资料显示,截止2010年12月,我国星级饭店有14587家。其中四星、%%。国内高星级酒店年均增长速度也超过10%。在酒店数量迅速增长的同时,消费者又对酒店提出新的需求。除了舒适的居住环境外,酒店的服务质量也成为了顾客选择酒店的首要因素。如何提高顾客对酒店服务的享受程度成为了重点问题。本文分析了微笑及微笑服务对酒店客户体验酒店商品的影响程度,以及酒店在为客户提供微笑服务时存在的问题。同时指出了微笑服务的重要性,有利于酒店维护现有的客户、发掘潜在的客户。
[关键词]:微笑服务酒店顾客客户管理
目录
前言················································1
1、酒店微笑服务的含义与特征·························2
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2、微笑服务对酒店客户管理的意义·····················3
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,增进友谊··················