基于顾客价值的XX度假村细节管理研究.doc

摘要:伴随着我国经济的快速发展，居民收入水平及消费能力的提高，人们对生活质量及外界所提供的服务水平要求也日益提高。换言之就是顾客对自身价值提升所需的一种高质量社会服务回馈。酒店作为一个处处与客人打交道的密集型行业，细节管理，显得更为重要。而在本文通过对酒店细节、顾客价值，等概念的概括总结，分析了细节管理产生的背景以及细节管理对现代酒店管理的意义；阐述了现代酒店经营者在服务客人过程中应注意的细节管理的标准和内容；并结合细节案例进行评点，最后，就基于顾客价值的酒店业细节管理在应用中产生的问题提出合理化建议。为创造和传递优异的顾客价值，赢得忠诚顾客，提升酒店企业的竞争力。

关键词:顾客价值，细节管理，广州鸣泉居度假村

Abstract:Along with the rapid economic development of our country, the income level of resident and consumption ability the enhancement, people on the quality of life and outside of the services they provide level requirements also is increasing day by day. In other words the customer for their own value required for ascension a high quality social services feedback. The hotel as a guest of dealing with everywhere intensive, detail management is more important. And in this article through to the hotel details, details management, summarized the concept, etc, this paper analyzes the background of the detail management and details of modern management of the hotel management meaning; Elaborated the modern hotel operators in the service should be pay attention to during the detail management standards and content; At the same time, to the customer value on the reasonable and deep ponder the psychological analysis, in addition, the list of the department of service of the phenomenon, and combined with details on cases, finally, based on the customer value of the hotel industry in the application of detail management and the cause of the problem put forward rational Suggestions. To create and transfer excellent customer value, win the customer loyalty, increase the enterprise competitiveness.

Key Words：Customer value；Details management；Oriental Resort

　　　“酒店管理无小事”。服务质量保持高水平是酒店长久取胜的法宝。质量是每一个细节的有机排列，酒店服务的内涵更多的表现在细微之处，此谓“见微知著，一叶知秋”。一个浅浅地微笑，一句真诚的问候，一个小小的举动，这些细节构成服务的完美，体现出酒店的真功夫。在产品日趋同质化的今天，作为以经营客房和餐饮为主的酒店要想赢得市场占有率，保持在同行中的竞争力，创造最大的经济效益，归根到底是要得到顾客的信任，所以，加强细节管理，提高服务质量，从小事做起，真正满足顾客的要求是酒店参与竞争并能取胜的重要保证。