酒店宴会服务过程中常见问题的分析与预防-A酒店为例.doc

摘要:时代和市场在突发猛进地不断发展，酒店的餐饮服务业也在不断进步。在餐饮活动中，宴会起着举足轻重的地位。特别是随着近年来，经济的发展，生活条件的改变，以及国内、国际等各种社交活动的日益频繁，宴会越来越频繁地出现在社会生活中的各个方面。

　　　本文基于酒店宴会接待基本流程，论述了酒店宴会服务过程中以及与其他相关部门协作时易出现的问题，并以广州翡翠皇冠假日酒店为例，来分析问题的所在，如出菜的质量、酒水的服务质量、宴会服务员的素质问题等，对服务质量和管理方面提出有现实意义的解决策略，为酒店宴会进行优化配置、合理用工及改善服务质量提供有价值的信息。

关键词: 宴会，服务，管理，预防

Abstract:Age and the market in advance by leaps and bounds and continuous development，and the hotel catering services are improving too. In the catering activities, banquet plays a very important role. Especially in recent years, with the development of economy, the living conditions of the change, and all kinds of social activities have become increasingly frequentnot only at home ,but also beyond seas,banquet is become more and more frequent in all aspects of social life.

　　　This paper,based on the banquet reception basic flow, discusses the 

problems which happen in the banquet service process or working togeter with the related departments, analysis the question to the feicui crowne plaza hotel of guangzhou for example, such as the quality of the food, the quality of drinks service ,the quality of the banquet staff,for service quality and management Offer a practical significance solution, provide information of value to the hotel in order to Optimized allocation , reasonable employment and Improve service quality.

Key Words：Banquet; service; management; preventability

　　　宴会服务在标准化服务的基础上，集思广益，开拓思路，不断地发现、满足并超越顾客对服务的需求，才能真正做好宴会的经营管理。宴会服务过程中问题的发现与预防，完全取决于管理者和服务者是否敢于用心创新和尝试。总而言之，宴会的服务过程是一个相当复杂的过程，需要管理者注意积累经验，提高应变能力，遇到临时出现的问题及时采取措施，争取获得使客人满意的效果。