高星级酒店前厅运营现状—以三亚亚特兰蒂斯为例
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目 录
摘 要 ................................................................................................................ I
Abstract ................................................................................................................ II
引 言 ............................................................................................................... 1
1.酒店前厅部的概述 ........................................................................................... 2
1.1酒店前厅部的职能 .................................................................................. 2
1.2酒店前厅部服务的重要性 ...................................................................... 2
1.3酒店前厅部的现状 .................................................................................. 2
2.三亚亚特兰蒂斯前厅部现状 ........................................................................... 4
2.1部门间协作性差 ...................................................................................... 4
2.2轻视员工的培训 ...................................................................................... 5
2.3服务标准缺乏监管 .................................................................................. 6
2.4员工满意度低导致流动性大 .................................................................. 7
3.亚特兰蒂斯前厅部可以采取的措施 ............................................................... 8
3.1加强部门之间的联系 .............................................................................. 8
3.2加强对员工的培训 .................................................................................. 8
3.3规范服务质量考核体系 .......................................................................... 9
3.4设计员工满意体制 ................................................................................ 10
4.改进方案效果的预期 ..................................................................................... 12
4.1提升顾客体验 ........................................................................................ 12
4.2增强酒店竞争力 .................................................................................... 12
结 论 ............................................................................................................. 13
参考文献 ............................................................................................................. 14
致 谢 ............................................................................................................. 15
沈阳城市学院毕业设计（论文）
I
摘 要
前厅部是酒店的重要组成部分，是酒店服务的窗口，可以直接给到顾客酒店的第一印象，同时也是酒店服务的中心，是酒店服务的核心品质，可以直接影响酒店的客房入住率以及经济效益。国内酒店的竞争越来越激烈，同等级别酒店主要竞争的就是服务之间的竞争，服务水平就是酒店的核心竞争力。本文主要根据在三亚亚特兰蒂斯酒店的实习经历对三亚亚特兰蒂斯酒店前厅部出现的问题进行简单的分析，并根据所学提出改进方案，逐步提高前厅部的服务质量。改善部门之间的协作性可以有效的防止混乱，从而提高效率，改善入住高峰期的服务水平；加强对员工的培训可以提高酒店员工的素质，从而改善前厅部的服务质量；通过完善相应的规章制度以及沟通渠道，可以更方便的改善酒店的服务。通过这些方面的提升，从而全面改善酒店前厅部的服务质量，为顾客提供更好的服务。
关键词：前厅部； 服务质量； 员工培训； 规章制度
沈阳城市学院毕业设计（论文）
II
Abstract
The front office department is an important part of the hotel, is the window of
the hotel service, can directly give customers the first impression of the hotel,
but also the center of the hotel service, is the core quality of the hotel service,
can directly affect the hotel room occupancy rate and economic benefits.
Domestic hotel competition is becoming more and more fierce, the same level
of hotel competition is the main competition between services, service level is
the core competitiveness of the hotel. Based on my internship experience in
sanya Atlantis hotel, this paper briefly analyzes the problems in the front office
department of sanya Atlantis hotel, and proposes improvement plans according
to what I have learned, so as to gradually improve the service quality of the
front office department. Improving the coordination between departments can
effectively prevent chaos, thus improving the efficiency and service level
during the peak occupancy period. Strengthening the staff training can improve
the quality of the hotel staff, so as to improve the service quality of the front
office; By improving the relevant rules and regulations and communication
channels, the hotel's service can be improved more conveniently. Through the
improvement of these aspects, thereby comprehensively improve the hotel front
office service quality, to provide better service for customers.
Keywords: front office; Service quality; Staff training; The rules and
regulations
