学号120205109韩晗论文名称星级酒店西餐厅的差异化服务研究.doc

郑州航空工业管理学院毕业论文(设计) 2016 届旅游管理专业 1202051 班级题目星级酒店西餐厅的差异化服务研究姓名韩晗学号 120205109 指导教师许然职称副教授二О一六年五月十五日 I 摘要星级酒店的西餐厅是酒店的主要部门, 它是酒店营业收入的来源之一, 也是客人社交集会的理想场所。星级酒店的西餐厅注重服务的标准化和差异化, 而差异化的西餐服务让餐厅更有感染力和吸引力, 并与客人保持着无形的联系,也是餐厅与客人之间强有力的纽带。它强调在可靠的数据分析之上进行有针对性的差异化服务。提高西餐厅差异化服务的策略和方法有: 建立顾客资料库和客史档案、提高员工的素质、结合内部营销和全员营销、培育细节文化等。此外想要提供更好的差异化服务,还要对酒店的类型及客源进行详细的市场划分, 一般来说可以把酒店划分为商务型酒店、度假型酒店、经济型酒店、会议型酒店、长住型酒店。分析各个类型的酒店和入住客人的特点, 并以此为基础提供差异化服务。本论文创新之处是针对不同类型酒店的西餐厅进行分析并提出实施差异化服务的建议。关键词差异化服务;市场细分; 西餐厅;星级酒店 II Study on the D ifferentiated S ervice of Stars Hotel West Restaurant Author: H an Han Tutor: Xu Ran Abstract Stars Hotel's western restaurant is the main Department of the hotel,it's on e of sources of hotel revenue,but also an ideal place for guests to socializ hotel western restaurant pay attention on Standardized services an d differentiated services,and differentiated western service can make rest aurants more appealing,keeping the intangible connection with the g uests,it's a strong bond between the restaurant and the guests. It empha sizes on the reliable data analysis to carry out targeted differentiated serv strategies and methods to improve the difference service in the w estern restaurant include:establishing customer database and customer his tory files,improving the quality of bining with the interna l marketing and full marketing,cultivating the details of culture and so on. In addition to providing better differentiated services,we also need to divi de the type of hotel and the source of market in detail,in general we can di vide the hotel into business type hotel,resort hotel,economic type hotel,co nference type hotel,extended stay the characteristics ofe III ach type of hotel and guest,and provide differentiated services on the basi s of innovation of this paper is to analyze and propose the implementation of differentiated services for different types of hotels in the Western Restaurant . Key Words d ifferentiated s ervice; m arket