文档介绍：摘 要 I
Abstract II
引 言 1
1北京东方君悦大酒店概况 2
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2提高酒店员工服务质量的必然性 2
3北京东方君悦大酒店员工服务质量存e quality of the staff in Grand Hyatt Beijing, through the study of their own quality, salary level, welfare treatment and the hotel's welfare treatment, management methods and other aspects, and find that the quality of the staff in Grand Hyatt Beijing is low. Problems such as low enthusiasm of employees and poor coordination ability of various departments of the hotel hinder the further development of the hotel; The third part of the contents of writing for the Beijing Oriental Grand Hyatt Hotel to enhance the quality of staff service countermeasures and suggestions, in order to meet the needs of customers, in order to establish a good hotel reputation under the principle of the Beijing Oriental Grand Hyatt Hotel made recommendations to strengthen the training of senior managers and employees, innovation management, increase hourly management mechanism, improve management level, Pay attention to the psychological changes of employees, properly improve the salary level, strengthen the internal coordination of the hotel, and provide support for the service quality of employees of Grand Hyatt Beijing.
This article takes the basic theory, the present situation analysis, the countermeasure suggestion as the research mentality, carries on the research to Beijing Oriental Grand Hyatt's staff service quality, aims to enhance its hotel staff service quality to provide the theory instruction as well as provides the reference function and the model value to other hotels in the related aspect, indirectly promotes the hotel profession to develop vigorously and healthily.
Keywords: staff service quality; hotel image; hotel industry
引 言
近年来，我国酒店行业发展速度较快，涉及消费的高星级酒店感到了空前的 压力，而这也促使酒店业逐步回归理性，中国酒店业的发展也在激烈的竞争中逐 渐走向成熟。
一家酒店要想提升自身的市场竞争力，拓宽消费市场，员工的服务质量是其 中的关键，直接决定了酒店在激烈的市场环境中是否可以脱颖而出，从而健康的 发展下去。虽然近年来各酒店一直在注重员工在服务方式、服务理念上的培训， 但由于顾客在酒店消费的过程中大多在意主观感受，消费者的需求往往很难掌 控，因此，