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当前我国星级酒店完成了从数量扩张到质量提升的重大战略转变,本文对国内多家酒店被摘星的事情进行了分析,论述了星级酒店在被打破终身制以后,酒店应如何在微笑服务,优质服务构建,顾客信息管理、顾客异议处理、酒店全员销售等方面加强服务营销管理工作。
At present, China’s star-rated hotels have completed a major strategic shift from quantity expansion to quality improvement. This article analyzes many domestic hotels being star-rated, and discusses how the hotel should be smiling after the star-rated hotels are broken by life-long system Service, quality service construction, customer information management, customer objection handling, full hotel sales and other aspects of service marketing management.