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经过对湘西州部分星级酒店的暗访检查,笔者认为酒店的整体管理有一定的基础,有自己的竞争优势,卫生状况良好,酒店的各项服务基本齐全,基本符合自身的星级定位。酒店软硬件基本能达到所定位的标准。但也存在一些问题,在服务过程中还不够全面关注客人需求,对客服务比较随意,热情不够,在主动服务、细节服务、客人需求、品牌推广等方面尚有很大改进空间。通过对暗访细节的梳理,分析了星级酒店服务中存在的不足和问题,提出具有针对性的改进建议。
After some unannounced visits to Western Star Hotel, I believe that the overall management of the hotel has a certain basis, has its own competitive advantage, good health, the hotel basically complete the basic services, basically in line with their own star-level positioning. Hotel hardware and software basic to achieve the positioning of the standard. However, there are some problems in the service process is not enough full attention to guests needs, more casual customer service, enthusiasm is not enough, in the active service, the details of service, guest demand, brand promotion, there is still much room for improvement. Through the analysis of the details of the unannounced visits, this paper analyzes the shortcomings and problems in the service of the star-rated hotels and puts forward some suggestions for improvement.