摘要：为迎合人们的高要求，提高酒店的吸引力，赢得更多的顾客在这激烈的商业竞争中立于不败之地，许多酒店都开始推出“个性化服务”，为的就是能提供比以往的规范服务更清洁、美观、舒适、方便及安全的服务。要达到这样的要求，酒店就必须比以往更具有竞争力，更具超前意识。所以作为酒店直接面向顾客营业的一线部门，客房部做好个性化服务就显得尤为重要。本课题将借鉴大量文献和实地调查来探讨酒店客房管理存在的现状，旨在正确认识客房服务存在的问题，侧重分析其消极影响，研究预防和解决对策，并提出酒店客房服务的个性化具体措施，以达到提高管理和服务质量目的，促使我国酒店业走上持续健康的发展道路。
关键词：个性化服务； 个性化需求； 酒店客房； 服务质量
Abstract:Quality and bringing our hospitality industry to the track of sustainable and healthy development. To win the market and remain invincible,a wide variety of hotels cater for the high demand and enhance attractions by launching personalized service with higher level of cleanliness,comfort,convenience and safety than normal services.Therefore hotels must be more competitive and far sighted to meet the requirement. As the front department towards customers,the housekeeping department is vital for personalized service.This issue discusses the current situation of hotel room management , recognize and analyze the problems and negative influence,study preventing and solution counter measures and propose sepecific measures of housekeeping personalized service, which aims for improving management and service
Keywords : personalized service Personalized needs hotal rooms Service quality
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