本文目录一览：

• 1、求一篇与酒店客房管理系统相关的英文文献，急！
• 2、酒店服务管理论文(2)
• 3、有关酒店市场营销论文
• 4、论文消费者权益参考文献 论文上要写参考文献 给我几个现成的参考一下 要10个以上
• 5、急 有关酒店开发或酒店可行性研究参考文献目录

求一篇与酒店客房管理系统相关的英文文献，急！

Hotel Room Management System(酒店客房管理系统)

First, school discipline consciously to comply with regulations, should civilized, courteous, ethical, stresses discipline. To be positive, loving and respecting their jobs, be good at learning, to acquire new skills.

Second, it is necessary to dress induction, listing services, it is necessary to instrument client makeup, generous manner, standardized terminology, civilized service, courtesy, enthusiasm for the initiative.

Third, room service, daily in accordance with the procedures and requirements in accordance with the provisions of Health and was cleaning the room, it is necessary to carefully; room to manage the items and found that the issue of timely reporting.

Fourth, the provision of accommodation, there must be a department director of the Center for leadership and service signing; external accommodation officer, I have a valid identity card or registration documents before they are allowed to stay.

Five are not free to get foreigners to stay or live-in room, without the consent of the Director of the Center are not allowed to open private room, for others (including our employees) to provide accommodation, rest and entertainment.

Sixth, check the clean-up room shall not tamper with the guests and private use of the things that students and guests are not allowed to ask for goods and the receipt of gifts; found loss of the public have to pay for items.

Seven are not allowed into the front of others; front desk computer to staff management and operation, not related to personnel are not allowed to operate privately; typing, photocopying, send and receive fax, according to charges.

Eight working hours are not allowed off-the-job, leave something to the leadership, are not allowed to sit in and for private classes, are not allowed to playing poker,织毛衣, watching TV and doing non-work-related matters.

9, do a good job in security work, in particular, do a good job in security work of the fire nuisance, it is necessary to ground inspections to identify problems and deal with timely reporting.

Hotel health management system

First, the purpose of health management to improve the quality of the hotel to provide the customers with fresh, clean and healthy consumption environment, and special provisions of the final version. Second, the contents of 1, the management of health management, including personal hygiene items and equipment health management and three aspects of food hygiene management. 2, officials at every level of their work area kept clean of Health has carried out clean-up responsibility. Managers to subordinate the management of health workers have jointly and severally liable. 3, clean-up of professional health departments and staff responsible for the work projects of regional and specialized cleaning and management. Clean the main means of public health, the Department of Food and Beverage catering manager, kitchen and cooks, the health sector and its personnel. 4, hygiene management standards: (1) instrument appearance and personal hygiene of staff. (2) the necessary health knowledge. (3) physical, mental health, test of "health card" posts. 5, see the standard of food hygiene management "on the hotel's management of food hygiene." 6, items and equipment standards for health management: to maintain the surface of materials and equipment formation, light, no smell, no damage, no marks clean, tidy and orderly place. 7, self-health check in accordance with the staff, teams and groups to check, departmental examination, the functional departments of the four inspection system to check, using conventional inspection, special inspection, secret investigation of the way, make unannounced visits. The problems of inspection, in accordance with the standards of accountability and punishment. Third, examination 1, goods, facilities and equipment requirements of surface roughness, light, no smell, no damage, no marks clean, tidy and orderly place, or in accordance with the seriousness of the circumstances and the impact of punishment. (1) Mao Xu, floating ash, water, paper and other minor health problems, each of the punishment given to 0.1-0.5 million. (2) deposition, stains, grease, the larger debris, hair, wrinkles and other health problems, each element of the punishment given to 0.5-2. (3) dirt, there are foreign bodies, cracks, damaged, irregular placed, dislocation, loss or lack of goods, and environmental health issues such as smell, every element of the punishment given to 2-5. 2, all periodic health clean-up, no clean-up due to the expiration of the formation of health corner, to give 1 yuan sub-punishment, which affect the consumption of guests raised by the guests, as appropriate, given the responsibility of departments responsible for warning or fault action. 3, in the personal hygiene and food sanitation violation, in accordance with the relevant system of punishment hotel. Fourth, the requirements issued since the date of implementation.

Hotels, hotel industry and health system

A, hotels, hotels in order to maintain the environment clean, beautiful, ground-free fruit, and garbage痰迹.

Second, be equipped with sterilization or disinfection facilities, and a sound health system.

Third, quilt cover, pillowcase (towels), bed sheets and other bedding should be for a one-off.

Fourth, the public should be a daily cleaning and disinfecting tea. Tea Surface must be clean, no oil, no water, no smell.

Fifth, the wash-room toilet tank, bathtub should be a day of cleansing and disinfection. No toilet rooms, each bed should be equipped with different markings and the basin脚盆

One each. Basins,脚盆and slippers to be a passenger and one for use after cleansing and disinfection.

6, guesthouses, hotels among public health to do the daily cleaning, disinfection, and maintain no water, no mosquitoes, no smell.

7, various hotels, hotels have防蝇, mosquitoes, cockroaches and anti-rodent facilities, and facilities for the use of regular checks and found the problem in time to improve.

Eight of the passengers abandoned the clothing to be registered, the destruction of unity.

9, the shop-owned water and secondary water supplies should be consistent with the "drinking water health standards", the second water supply reservoir water to meet health requirements tubes,

Do regular cleaning and disinfecting.

Second, performance appraisal system of the Housekeeping Department

First, employees must strictly comply with the working hours shall not be late, leave early.

Second, the post on time to participate in regular (every Monday to Friday room as early as 8:00), (front desk every Monday and Thursday 3:00 p.m.) less than regular processing in accordance with absenteeism.

Third, break down each week day, when an important task to suspend scheduled to receive a short break after the off. Annual leave in accordance with the provisions of the Center.

Fourth, staff sick leave the hospital to be diagnosed in advance and leave to prove a single hand, if there are special circumstances can not leave early, and should promptly notify the foreman, the foreman asked the manager.

Fifth, the staff requested the leave shall be submitted in advance 3-1 days foreman, in the case of staff shortage or have an important task, you can not be granted. After the leave will be dealt with according to absenteeism.

Sixth, in strict accordance with the provisions of the frequency of work, if there is urgent reshuffle, without prejudice to the normal work situation, one day in advance to apply to the Captain, without consent by unauthorized reshuffle to deal with absenteeism.

Seven of the sick leave fraud matter, once found, depending on the circumstances given to deal with absenteeism or removed.

Third, the Department of grooming room instrumentation requirements

Instrumentation:

1, working hours should be provided for work clothes to wear.

2, work clothes should be clean, straight, in accordance with the provisions of扣好on衣扣, trousers buckle.

3, put on a pocket, pocket fitted to prohibit all sorts of things, in order to maintain and keeps its uniform. Overalls should be repaired if damaged.

4, when the attendants are to go to work wearing a black work shoes, work shoes to keep clean. Wearing socks, asked men and women of deep shallow, socks should be in good condition without damage, are not allowed to wear shoes barefoot.

5, attendants are not allowed to wear during the induction of various accessories such as necklaces, bracelets, earrings, rings and so on.

6, the work should be required to work during the wear plate position in the left chest.

7, after the attendants dress should be self-censorship, and accept only after passing inspection foreman jobs.

Appearance:

1, staff should remain clean face, clean hair, beautiful hair, generous.

2 men to stay fat, the latter is not covered collar, side did not cover ears; President to stay fat,垂肩after, the former do not cover eyes. Barber Qin, Qin-xiu surface, ground剪指甲, diligence dressing, washing hands frequently, take a bath.

3, men do not stay mustache, large temples; President does not stay long nails, nail polish is not coated, do not use strong perfume.

4, President of淡妆before induction can not be浓妆艳抹.

5, to maintain oral hygiene does not smell pre foods such as onions, garlic, tofu and so on.

6, smiling, cordial and kind, dignified and stable, neither overbearing nor servile.

Deportment:

1, sitting

A, body straight, vertical center of gravity down, stood back, shoulders relaxed, feet close together and knees, hand on the laptop. Binocular head-up, with a smile.

B, not sit chairs filled (attendants should take two-thirds of the chairs), but not sitting in the edge.

C, non-前俯back, legs shaking Rocker feet, can not be cross-leg table in the handrails or.

D, in front of their superiors or guests can not hold hands in the chest, can not be二郎腿Rocker can not shake the legs, do not sit半躺half.

2, standing

A, chest, crosstraining, freeclimber, the rise of head-up eyes, smiling.

B, his arms hang down naturally or in the body before the cross, his left hand on the right hand under the best condition to maintain services.

C, when the woman was standing on his feet into "V"-shaped, close to the knees, heels靠紧. Man standing with feet shoulder width.

D, can not stand when叉腰, pole bending legs or hands, help desk, wall and so on.

E, standing for non-hand fork when the pocket in the clothes can not stretch, get hair and other little tricks.

F, standing打拍子feet, not 32 to get together to chat.

3, take the attitude

A, head, chest, arms swing naturally down, legs should be straight. Women take the word step, the man walking with the feet parallel.

B, are not allowed to摇头晃脑walking, whistling, snacking may not be hand fork pockets.

C, walking may not be running, jumping, not the guests through the middle.

D, off-off站定, take the initiative to give way and say hello nod.

E, walk in the corridor should be on the right hand wall is not allowed.

F, three or more scattered to walk in small groups can not peer. May not be walking勾肩搭背, said, laughing, or rough.

Fourth, the Department of incentive regulations Rooms

(Punishment Ordinance)

Verbal warning

1, the regular meeting or work late, leave early.

2, working hours reading books, read the newspaper, eating snacks, drinks, fall asleep.

3, spitting, litter paper, peel and other debris.

4, not at designated employees access channel, through the lobby, main entrance, warming Gallery, in civilian dress to enter the workplace.

5, in violation of the rules and regulations quarters, educators have been criticized.

6, the provisions of the ban on smoking in the smoking area.

7, on duty when listening to music, watching TV, make personal phone calls or chat by phone.

8, the working hours of unauthorized absence from the job, or a string of gang扎堆chat, not good at with instructions to enter the Center Center.

9, the slow distribution of the work of a higher level, delay, work do not have a strong sense of responsibility, carelessness, resulting in the work of errors were minor.

10, on duty in public places or when the appearance is not the whole dress is not required, such as licensing work with distortion, not the entire hair, such as relying on the walls.

11, in the use of all剔牙off, dug ears, scratching, to pull the nose, look in the mirror, make-up, started referring to, whistling, hands pockets, hands叉腰, such as loud hubbub of the move being professional demeanor.

12, service is not active, not passion, not honorific and polite language and not the guests made a positive solution to the requirements of power, caused by dissatisfaction with the guests.

13, staff regulations violations, the presence of management staff is not correct, non-stop, non-performance of the management responsibility of a minor nature.

14, in violation of the provisions of the relevant rules and regulations or department, a minor.

15, in the health inspection, a number of unqualified persons found.

Slight fault

1, within one month by two oral警告者.

2, is not reasonable obedience to superior orders, did not complete the task or intention to sabotage the work of their superiors who are impolite words and deeds.

3, the work of sow discord, slander others, to spread the speech is not conducive to unity; the work of the spirit of the lack of coordination and cooperation, with the result that the work be affected.

4, time to fall asleep on duty, dry private live.

5, in violation of various safety rules and working procedures for the operation of norms and rules and regulations.

6, not to subordinate the management of discipline found not stopped, not by the punishment.

7, unauthorized use of passenger amenities or facilities, unauthorized guests turning items.

8, the language vulgar, impolite to the guests, and guests to argue, without consent or authorization into the leadership of the Office of the guests rooms.

Small fault

1, by two months to deal with two minor mistakes.

2, work is not serious, not enthusiasm or the leadership of complaints by the guests.

3, authorization to accept guests tips, articles, or have left over items are not timely paid

4, the working hours as well as the impact of the guests shouted rest hubbub.

5, as a result of the mistakes made by individuals affect the work of customer service.

6, contrary to the positions of the working procedures or rules and regulations as well as hidden dangers caused by work.

7, using improper means to interfere with the work of others.

8, unauthorized use of guests of the goods or equipment without the approval of unauthorized use of center equipment.

9, knowing that the loss or loss of property, and turning a blind eye is not reporting.

10, does not provide true and accurate report, form or material.

11, leakage of confidential centers, the Center lost keys, documents and other important items.

Major fault

1, within three months by the two in mind to deal with small errors.

2, twice within two months under the leadership of the guests or complaints. .

3, work positions, or dereliction of duty, unauthorized absence from the adverse effects caused by some.

4, mismanagement, resulting in serious losses Center.

5, to work with when drinking or drunkenness. .

6, refused to accept the leadership of the organization of a reasonable work, bad attitude.

7, the work of dereliction of duty caused by power failure, water, parking and other major incidents.

8, other violations of rules and regulations, the circumstances of a serious shortage of dismissal.

Dismissed, removed or expelled from the

1, a serious dereliction of duty, corruption, resulting in heavy losses.

2, by the public security organs shall be held criminally accountable.

3, can not do the work, after training or adjustment of status can not be doing the work.

V 4, theft or private use Center materials, private room to open.

5, insult, slander, assault, intimidation, threats against colleagues and leading or fighting.

6, alcohol, gambling, the adverse effects caused.

7, do not obey the leadership of the command, the leadership refused to assign a reasonable work, through the Education invalid.

8, deliberate damage to public property.

9, the use of public谋私, corruption, misappropriation of public funds.

10, released to the outside world center slanderous remarks made remarks prejudicial to the reputation of the Center, severely damaged the image center.

11, recorded a major fault or two small errors or warnings shown no apparent repentance.

12, other serious violations of discipline violations.

(Award)

1, in the service work, outstanding performance with outstanding performance.

2, put forward some reasonable proposals to improve the quality of service or to contribute to saving energy and reducing consumption.

3, quality service, by the central leadership or guests.

4, a strong sense of responsibility, the timely detection of a variety of hidden dangers and prevent accidents.

5,拾金不昧, won the reputation as the center.

6, solid work hard to unite colleagues, be sure the same.

7, honorable, the protection of the state, collectives and the safety of guests property.

8, who have made outstanding contributions in other areas.

V. Housekeeping service standards and disciplinary provisions of

1, obedience to superior management, unity and colleagues, work full emotional, not to

The impact of the work for personal reasons

2, work, work to maintain the appearance of a person's own instrument, and maintain the Center clean and quiet and maintain normal private life.

3, working hours is prohibited access to make private telephone calls, meeting with friends or chat is strictly prohibited.

4, in the service area to achieve the "three-light" to speak not only light, light walking, light operation.

5, on the customer service should not be too affectionate, guests can not make up the shoulder.

6, guests can not be asked to "do not know" answer inquiries as far as possible, in the case of improper words and deeds of the guests, not tit-for-tat should be tactfully explained. Adhere to the guests is always right.

7, in the face of the guests may not smoke, eat, read the newspaper, may not be rough foul language; does not mean that the private opinions, do not talk about national issues.

8, the guests have asked or required to be recorded immediately so as not to forget that beyond the terms of reference should be unable to process request to the leadership may not be good at doing that.

9, without the guests agreed that children should not have to play the visitors to avoid unhappy customers; when going out or entertaining guests when their children can not neglect, but not chaos to the food.

10, in front of the guests did not say unnecessary action if not arrogant.

11, does not apply if the guests fall ill or have other anomalies should be reported immediately to avoid accidents.

12, knocked on the door to develop good habits, are not free to enter the guest room, guest room shall be arbitrarily moving luggage items should be in the guest room shall not open the door to close.

13, without a tenant to confirm whether or not the tenant agree that should not be opening the door for others.

14, guests should take the initiative to get out of baggage items found in time and turned over to the return of first time guests.

酒店服务管理论文(2)

酒店服务管理论文篇2

浅谈酒店管理中的个性化服务

摘 要 近年来我国经济的快速发展酒店消费者外文文献，我们的酒店业竞争日益激烈。而随着人们生活质量的提高，人们的消费观念也不断提高，人们对酒店的所提供的各项服务要求也越来越高。酒店只有在规范化、标准化的基础上，逐渐开发和提供个性化服务，才能给顾客留下深刻的印象，并赢得酒店消费者外文文献他们的忠诚成为回头客。本文从个性化服务的定义出发，简要讲述了酒店开展个性化服务的意义及其开展的现状，并提出酒店更好地开展个性化服务的几点措施，旨在增强酒店的竞争力，提高酒店的经济效益。

关键词 酒店管理 个性化 服务 意义 方法

随着改革开放和经济的迅速发展，我国酒店业所服务的阶层也日益的广泛起来。酒店业竞争变得异常激烈，随着顾客消费经验的日益丰富，顾客也从单一的追求物质条件的满足转变成追求物质和精神全方位的满意。酒店要想在竞争中处于不败之地，仅仅提供规范化、标准化的服务是远远不够的。酒店一味地模仿，一味地千篇一律只能处于停滞不前的状态。只有给顾客提供个性化的服务，满足客人的个性化需求，给客人充分的尊重和重视，才能让顾客感觉到“宾至如归”，从而赢得回头客，获取顾客的忠诚度。随着人们的消费观念和消费需求在不断地向高层次发展，酒店消费者从原有的数量消费，质量消费转向个性化消费，导致服务行业为了迎合消费者的需要而提供一系列个性化服务。因此，酒店应当在规范化的基础上，逐渐开发和提供个性化服务，满足客人潜在的服务需求，给顾客意外的惊喜，实现增强酒店的竞争力，提高酒店的经济效益的目的。

一、个性化服务的定义

酒店个性化服务就是将规范化服务的要素进行拆分、重组，而向顾客的直接要求做出细节改良，使服务的末端环节更多融入到对顾客要求的考虑，力求在顾客并不亲自参与服务设计过程的情况下，设身处地的为酒店消费者外文文献他们预置多种备选方案。酒店根据客人的个人特点提供差异性服务，以便使接受服务的顾客得到充分的满足和被尊重的感觉，使之留下深刻的印象，获取酒店消费者外文文献他们的忠诚度，使之成为酒店的回头客。个性化服务通常体现出服务员的主动性，服务员应充分熟悉酒店各个部门的操作规程，必要时应打破部门的局限，为客人提供及时的服务，发自内心的与客人进行感情交流，设身处地地揣度客人的心情，满足客人的个性化需求。

二、酒店开展个性化服务的意义

(一)增强酒店竞争力

随着社会经济的发展以及人们需求的提高，酒店业进一步发展壮大，各大酒店之间竞争日益激烈，许多大酒店为了争夺市场酒店在各个方面都加大了投入，市场上同质产品越来越多，顾客的选择空间也越来越大。酒店经营者只有不断研究顾客的需求按顾客的需求改进和调整酒店产品和服务项目，创造新的赢利机会，才能提高自身的竞争力，才能在激烈的市场中抢占更多的市场份额。因此，要在竞争激烈的众多酒店中脱颖而出，就必须要有与竞争对手不同的竞争策略，体现在服务特色方面的就是个性化服务，通过优质个性化服务给顾客贴心的感觉，与顾客建立特殊关系，从而吸引顾客，使之成为酒店的回头客，确立起对酒店的忠诚感，酒店开展个性化的服务还能在行业内形成良好的口碑，从而不断为酒店招徕新的客人，具有极大的竞争优势。

(二)提高酒店经济效益

酒店个性化的服务能为酒店不断地开发新的客源、新的市场，同时巩固已有的市场。酒店的个性化服务满足了消费者的不同的个性化需求，必定能够提高顾客的满意度和忠诚度，最终也将增强酒店的知名度，这样就会吸引更多的忠诚顾客，保证他们能够长期消费，从而使酒店赢得更多的利润，占有更大的市场。酒店还可以通过对消费者的消费进行分析，了解到市场的需求变化，不断地挖掘出新的销售机会，发掘顾客的消费能力，提高酒店的销售额和利润。酒店还也可以对客人的行为进行各方面的分析，通过沟通了解顾客的需求方向，有针对性的策划和传递信息，推出符合顾客需求的产品，并加以个性化的包装，做出正确的销售管理决策，改进现有的销售模式，最终提高经济效益，获取更大的利润。

(三)赢得回头客，取得竞争优势

个性化服务是酒店及时地提供客人的所需，给客人带来满足，同时在此基础之上，能满足客人潜意识中的服务需求，给予顾客意外的惊喜。顾客能在酒店获得这样的服务，一定会能成为酒店的忠实顾客。酒店应努力为顾客提供竞争对手不易模仿的、顾客认为是重要的，在财务和经营中是可行的个性化服务。通过优质个性化服务与顾客建立特殊关系，形成顾客对酒店的忠诚感，并利用良好口碑不断为酒店招徕新客人，彰显其竞争优势。

(四)有利于寻找新机会

顾客的需求是酒店财富的源泉。顾客的需求不断发展变化，同时也给酒店带来了机遇。酒店经营者应不断研究顾客的需求按顾客的需求改进和调整酒店产品和服务项目，创造新的赢利机会。

(五)有利于树立良好形象

恰到好处的个性化服务能使顾客真切感受到酒店的关怀，体会到酒店以顾客利益为重，从而将友好、周到的酒店形象深植于顾客的心里，为顾客在日后的选择中增加了砝码。服务于人就是创利于己，形象同样关乎酒店业的未来。所以酒店管理者也应该在这方面下些功夫。

三、目前酒店个性化服务的现状

(一)个性化服务意识不强

酒店从业人员缺乏对个性化服务的机理、内容、形式、特点以及与标准化、规范化服务的相互关系区别的理解，服务指导上清规戒多，个性特点发挥少。员工的个性化的服务的具体操作水平还需要不断的培训，只有通过培训，使员工的水平不断的提高，酒店的个性化服务才能长久并且坚持的发展下去，而许多酒店没有一套完整的培训体制，或者根本不重视员工的培训。导致许多酒店从业人员连基本的服务操作都不能很完善的执行，更不要提个性化的服务。

(二)酒店服务管理漏洞

酒店的服务管理中仍存在对服务人员和管理人员要求不对等现象，不懂得管理是一种更高层次的服务的道理。只有优秀的管理才有优质的服务，不深入服务实践发现好的做法，就难以总结推广形成经验和服务品牌，由此，许多酒店从业人员没有把酒店工作作为自己的终身职业、或者当作自己的事业来做，存在非常消极的思想。酒店的管理者可以试着考虑提高服务人员的待遇、健全酒店的福利。只有在良好的酒店企业文化和人性化的管理制度下，才能让员工真正转变自己的心态和角色定位，树立起自身的主人翁意识，从而用心、用情为客人服务。

四、酒店如何更好地开展个性化服务

(一)树立员工个性化服务意识

个性化服务的关键是要了解不同客人在服务过程中的不同需求，酒店的服务员要与客人建立起沟通，对其个人的喜好、需要、性格特征有详细的了解，才可以为客人提供良好的个人服务。一名优秀的服务员不仅要掌握基本的服务常识，更要善于察言观色，了解客人的需求和消费心理，并根据不同客人的需求灵活掌握好各种礼节。员工在服务的过程中，应察言观色，树立积极主动的服务意识，预知顾客的个性化需求及潜在需求，并及时满足顾客的这些需求，以真诚的服务态度感动客人，使个性化服务成为日常工作中自然的流露例如，在餐厅负责点餐服务的员工，通过观察，发现客人有感冒地症状，可以吩咐厨房准备姜茶，以周到个性的服务赢得回头客。当然，员工个性化的服务意识不是一朝一夕能够练就的，正所谓“没有规矩不成方圆”，酒店个性化服务的开展，需要酒店管理者根据酒店实际情况，制定出相应的个性化服务的规则，要求工作人员严格准守。酒店管理者可认真研究不同类型顾客消费的特点，对个性化的服务案例进行认真分析，研究个性化服务是否是客人的普遍需求，衡量推广的难度和可行性，并在此基础上重新设计或者部分调整各部门的服务流程、每一个的服务操作规范和实施灵活的范围，同时要求每位员工全面掌握服务操作规范及灵活服务的技巧，并充分授权给员工，适当的按顾客消费的特点来实施服务，只有制定出相应的规则，在酒店各个部门中，将个性化的服务向规范性服务推广，才能使酒店的个性化服务的开展有着质的飞跃。

(二)注重细节

俗话说，细节决定成败，酒店的个性化服务往往体现在某些细节上。酒店要在每个细节中彰显个性化服务，首先要保证酒店的质量，高质量是服务的出发点和归宿。酒店管理把设备实施质量，采食产品质量，劳务质量及安全状况和环境氛围5个方面的每一个环节都处理好，安排得当，只有保证好高质量的设施和服务，使顾客有相应的满意度和忠诚度，才能有效促进个性化服务的开展和应用。

酒店的个性化服务应充分表现在服务过程中的各个细节当中。例如，餐厅来了客人，服务员可以针对客人的需要尽可能的安排在就餐环境他喜欢的就餐环境的地方，还有针对客人的档次，询问他所希望得到的档次的服务，询问客人喜欢菜的品种，并作出相对应的推荐，仔细的询问客人对菜的要求，是喜欢什么口味，有没有什么特殊的需求，是不要放糖，或者不要酱等。餐饮部针对客人的口味制定出特有的菜单。例如，餐饮部准备客人婚宴时，婚礼中专用的菜肴应包涵着隆重的祝福之意，而且相同的菜单不会出现第二次，让客人感觉到是为其单独所制作，感觉到自己的结婚的菜肴也是独一无二。客房部可以根据客人的需求，布置个性化的婚房，假如客人喜欢粉红色，那客房在布置的时候也会把这一因素给考虑进去，进酒店的最大可能，例如给床单和被套换上粉红的颜色，在床边放上玫瑰和一些粉红色的蜡烛等。婚礼结束时，可以送一些特意制作的点心送到客房，包涵着酒店员工对他们的祝福之心，送点心的酒店员工把诚心的祝福的话语送到他们的身边。

(三)实施人性化酒店管理

酒店要为客人提供个性化服务就必须对员工开展人性化管理。让员工真切感到管理者对其人格的尊重和爱护，在员工中构筑共同的价值观，从而使其焕发最大的工作热忱，推动饭店各项管理职能的实现和集体效力的发挥。保持个性化服务的持续性需要依赖于基层管理人员和广大员工高度敬业精神和良好的职业习惯。酒店的完整有效的激励机制是保证酒店员工高度敬业精神和良好的职业习惯的重要条件。酒店应注重激励机制的完善，管理人员可通过查看顾客的服务意见，抽查员工的工作日志等各种途径收集优质服务信息，同时开展多种方式奖励、表彰活动，对具有创造性提供优质服务的员工给予物质及其精神方面的鼓励，在酒店中形成关心顾客、助客为乐的服务风尚。例如，可以定期开展报告会，让酒店员工把自己的个性化服务案例在报告会上进行宣讲，然后进行评比。通过宣讲，让其他员工从中学到个性化服务的方法。给予每个员工是很好的精神激励。最后通过评选，酒店颁发物质奖励进行肯定，从而保证了个性化服务的持续性。管理层注重感情的投资，和人际关系的协调，关注员工的切身利益，以使员工和企业形成一个“情感共同体”，营造一种“人尽其职，才尽其用”的氛围，才有效开展酒店的个性化服务。

参考文献：

[1]李乐京.酒店业的标准化服务与个性化服务探析.贵州教育学院学报.2006.

[2]王斌.酒店个性化服务浅析.湖北商业高等专科学院报.2002.

[3]曲秀梅.论酒店的个性化服务.吉林商业高等专科学校学报.2005-2006.

[4]孙名喜.现代饭店服务心理学.东北财经大学出版社.1999.

[5]王婉飞.餐厅消费心理与经营策略.中国发展出版社.2001.

[6]张凌云,马晓秋(主译).饭店业人力资源管理.北京:中国旅游出版社.2003.

[7]刘艺华.酒店人性化管理六要求.酒店经理人.2005.

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有关酒店市场营销论文

酒店业是我国最早对外开放的行业,随着旅游业的蓬勃发展,我国酒店业将得到更大的发展机会。下面是我为大家整理的有关酒店 市场营销 论文，供大家参考。

有关酒店市场营销论文 范文 一：酒店市场营销实践教学模式研究

摘要：高等职业 教育 人才培养模式的重点是教学过程的实践性、开放性和职业性。应把工学结合作为高等职业教育人才培养模式改革的重要切入点，积极推行与生产劳动和 社会实践 相结合的学习模式。这一实践教学的课程模式为酒店市场营销课程的教学带来了新的契机，也为酒店管理专业的实践课程开拓新的思路。

关键词：酒店市场营销;实践;教学模式

中图分类号：G718.5 文献标识码：A

文章 编号：1005-913X(2013)02-0140-01

酒店市场营销是酒店管理专业的专业基础课程，其主要目的是使学生了解酒店市场营销的基础知识，要求学生树立以顾客为导向的营销意识，能够具备进行酒店市场调研、市场环境分析、 营销策划 、产品设计、公关销售等岗位技能。从以往的教学过程来看，一方面，传统的课程模式过于呆板，不能起到培养专业酒店营销人员的作用;另一方面，学生缺乏校内实践，考试方式也以理论考核为主，实践教学不能被很好应用于教学当中，这直接导致了学生动手能力差。

教育部在《关于全面提高高等职业教育教学质量的若干意见》中提出：高等职业教育人才培养模式的重点是教学过程的实践性、开放性和职业性。应把工学结合作为高等职业教育人才培养模式改革的重要切入点，积极推行与生产劳动和社会实践相结合的学习模式。这一实践教学的课程模式为酒店市场营销课程的教学带来了新的契机，也为酒店管理专业的实践课程开拓新的思路。

一、实践教学模式的应用

酒店市场营销这一课程打破了传统的课堂教学模式，将部分课堂搬到了校园“学府悠游咖啡厅”，教师在实训地点边教学边作为学生的营销技能指导老师，在教学过程中尽量模拟学生将来在酒店市场营销部的工作过程，让学生在学习中训练完成将来的工作任务。而学生边学习边实践，按真实的营销过程进行咖啡厅产品的营销工作，在真实的工作情境下进行学习。完成“素养与专业、知识与理念、能力与技术、培训与认证”功能于一体的校内生产性实训基地建设。

二、教学内容与实训合一

(一)教学内容的选取

课程组根据本课程的教学目标，结合学生在酒店的真实营销岗位(营销专员、营销部文员和营销经理)和 岗位职责 进行教学内容的选取。为缩短人才培养目标与学生就业岗位群认知要求的距离，还适当补充了职业资格标准要求，体现“学习即工作、工作即学习”的职业教育理念。

(二)教学内容的设计

课程组把酒店市场营销的课程分为理论教学环节和实践教学环节。在课程内容设计的过程中将酒店市场营销最重要的几个过程：商品市场调研→撰写 调研 报告 →找准目标市场→打造酒店产品→制定酒店产品价格→建立销售 渠道 与“学府悠游咖啡厅”的生产任务相结合，做到“做学合一、情境学习”。

(三)教学过程设计

根据以上的项目内容进行实践教学设计，笔者将选取项目四中的实践任务——咖啡厅酒店产品设计为例进行教学过程的设计，教学过程通过以下几个环节进行。

准备工作：把学生分组，准备纸、笔等。

第一，导入课程、提出任务——设计一个咖啡厅产品。根据上几节课完成的实践任务，我们进行了目标市场的定位——学校的师生及家属区业主。根据以上市场定位设计一款咖啡厅产品。要求：饮品+快餐食品，有可操作性。

第二，计划。根据前几节课收集到的市场调研信息制定产品设计计划，学生可以结合学校中午用餐的高峰期，或一些大型节日，先在充分考虑咖啡厅的具体情况下进行设计。

第三，决策。在以上几种计划中选取最优者，进行下一步的实施。

第四，实施。学生动手，完成任务。每组学生在掌握了所领任务后，在咖啡厅进行实际的操作，完成产品的设计。(学生大一时曾在咖啡厅实践，因此，有着较好的操作基础。)并在咖啡厅进行现场演示，解说产品性质、特征。

第五，控制。在学生现场演示的过程中，其他小组的同学以及教师进行监督和控制，把程序和职业礼仪中不规范的地方记下，在评估时提出。

第六，评价。各小组根据组员的表现进行小组内组员评价、小组互评。指导教师对学生的表现进行针对性的点评、纠正、示范、再练习，最后进行考核与评分，作为单元测试纳入整个课程的考核体系之中。

三、教学效果评价

首先，教师在咖啡厅进行课内实践教学，以学生为主体，让学生有机会、有能力去动手操作。动脑分析一方面可以调动学生的学习积极性，使学生从被动的学习状态转化为主动学习，提高学生的学习兴趣;另一方面也可以让教师在参与社会实践的过程中准确定位理论教学和实践教学的结合点，提升教师的实践操作能力。

其次，酒店市场营销是源于实践，又应用于实践，因此，学生的营销能力不是教出来而是训出来的。通过在咖啡厅的实践教学，提前感知市场营销工作的艰辛和产品设计的复杂，适应将来的酒店工作环境，让他们成为成功的酒店营销人。

第三，考核方式由原来的纸面考核，转化为过程性和终结性考核相结合的方式。由同学、教师和消费者共同为学生的工作任务打分。

第四，学生接受的实践项目紧密结合咖啡厅相应产品的生产推销，以任务形式驱动学生完成专业学习。每个教学过程以特定的工作过程为对象，进行市场分析、调研、撰写调研报告、进行营销策划等，所有环节均围绕着真实业务开展，业务随市场不断变化而更新。经过学生实践课程设计的咖啡厅产品，成为了校园“学府悠游咖啡厅”的主打产品。

参考文献：

[1] 邓清南.酒店管理专业校内生产性实训基地建设的思考[J].成都电子机械高等专科学校学报，2011(1).

[2] 徐 燕.地方高校市场营销专业实践教学模式的思考[J].湖北经济学院学报，2010(7).

[3] 杨 昉.浅谈酒店管理专业实践教学体系的构建[J].太原城市职业技术学报，2012(5).

有关酒店市场营销论文范文二：市场营销在酒店经营中的作用

摘要：酒店业是我国最早对外开放的行业之一，随着旅游业的蓬勃发展，我国酒店业将得到更大的发展机会。酒店的酒店营销是为了满足客户的合理要求，为使酒店盈利而进行的一系列经营、销售活动，营销的核心是满足客人的合理要求，最终的目的是为酒店盈利，尤其是经济型酒店。本文通过对我国经济型酒店的现状及问题进行分析，并进一步提出相应的对策，希望能对同行管理者以及其他酒店的市场营销有一定参考和借鉴作用。

关键词：经济型酒店;市场营销;问题;对策

前言

市场营销是酒店的一种市场经营活动，即酒店从满足消费者需求出发，综合运用各种科学的市场经营手段，把商品和服务整体地销售给消费者。对于酒店尤其是经济型酒店而言，市场营销是经营活动的重要组成部分，它通过研究宾客的需要来促进酒店客源的增长，开发潜在的市场，进而增进酒店的收益。

本文将以经济型酒店为例，来探讨市场营销在我国酒店业中所起的作用，并分析其现状和问题，提出相应的对策。

一、我国经济型酒店的特点分析

(一)管理结构：精简高效。

经济型酒店奉行以人为本的管理理念，强调“一专多能，一人多岗”，对人员进行优化配置，如四星级、五星级酒店设有副职，管理阶层有6个，而经济型酒店则为1:0.4，这样，既简化了组织结构又降低了人力资源成本。这也是经济型酒店在人事管理方面的一个创新：即在这个劳动力资源密集型的产业通过缩减人力进行机构精简，同时根据市场需求灵活来进行人才招聘。

(二)经营模式：成本节约，性价比高，适用连锁经营。

所谓高质量低成本指：在酒店业发展成熟的国家，经济型酒店只是投资标准和设施配套少而已，在必备项目和基本服务上，它与高档酒店的水平应是一致的，其基本的管理服务质量不能下降。经济型酒店房价不高，但干净、舒适、安全、实惠，以优惠的房价和优质的服务为最大卖点。一般采取连锁经营、特许加盟等形式实现品牌延伸，各连锁店之间统一品牌形象、统一服务标准、统一物资配送、统一市场推广。

二、我国经济型酒店在营销中所存在的问题分析

(一)市场细分不完全。

由于起步晚，很多酒店对目标市场的划分不够细，导致了市场重叠。根据国外的发展 经验 ，经济型酒店有三类档次：有限服务酒店、经济酒店和廉价酒店。有限服务酒店属于高档次，经济酒店属中档，廉价酒店则属于最低档次。这三种层次的酒店价格相差很大，硬件设施的差距也很大，有限服务酒店的客房硬件设施不亚于四五星级宾馆，而一些廉价酒店的客房设施比较简陋。但是在目前中国市场上还没有出现非常清晰的产品层次的划分。

(二)缺乏专业的营销人才。

经验证明，经济型酒店比较适合连锁经营。但是，国内酒店学校的培养体系几乎都是围绕单体酒店的运营和管理来展开的，因此，具有连锁酒店 管理知识 与技能的人才极为缺乏。国有酒店经营者的选拔机制不完善使经济型酒店职业经理人缺乏产生的土壤，很少有既精通连锁经营又掌握酒店管理的人才，此外，中国以往的酒店人才是按照高星级酒店的服务规范和特性培养出来的，无法适应经济型酒店一人多岗，一职全能的技能要求。

(三)市场营销手段缺乏，销售预定网络不全。

与国外品牌相比，国内的经济型酒店品牌缺乏市场营销的意识和手段。很多经济型酒店知名度低，品牌形象构建不成功。由于资金、经营者素质等多方面条件的限制，更多的酒店处在自我摸索阶段。大多数酒店仍没有重视市场区分和特色产品的开发，依旧用大众化的产品面对广大市场。另外，除了锦江之星、毛家快捷等少数几家酒店连锁建设了独立销售预定网络和电话中心，其他很多酒店都主要依靠专业的订房中心和旅行社来销售客房。即使有预定网络，其技术和效率也不高。

三、我国经济型酒店的市场营销策略分析

(一)转变营销观念，创新营销模式。

1.内部营销，全员参与。

酒店内部营销就是饭店内部全员促销，这是酒店营销的继续和延伸，是节约营销成本的最好形式。一方面内部促销是面向已经入住的客人或老顾客进行的促销，稳住已有的顾客就是稳住已有的市场份额。另一方面内部促销不需要专职人员，与外部促销活动相比既容易又方便。从总经理到服务员，从前台到后台，人人都可参与，酒店全员都是义务推销员。只要把全体员工的积极性、主动性调动起来，再适当地掌握一些 方法 和技巧，酒店就会形成强大的内部推销力量。

2.关系营销，感动顾客。

酒店关系营销的目的在于提高常客的忠诚度、巩固市场份额。酒店关系营销中常用的手段有：常客优惠、以快速办理登记和结帐、记录常客以往信息提供个性化的住店服务。一次个性化服务的经历会给客人留下深刻的印象。酒店定期与选定顾客接触，了解他们对服务工作的意见和建议，这样会使他们认为酒店是自己关系网中的一员，有亲近感，在他们需要到酒店消费时会下意识地首选该酒店。

(二) 进行合理的酒店营销策略组合。

美国市场营销学家麦卡锡教授把市场营销要素归纳为四大类：一是产品(product)，二是价格(price )，三是分销(place )，四是促销((promotion )，主要研究如何扩大市场。因为这四个要素英文字第一字母都是P，故简称为4P。

1.产品策略。

经济型酒店在中国快速扩张，同质化竞争非常严重，市场细分是必然趋势。以产品差异化为动力的经济型酒店的专营化发展可以避免同质化带来的恶性价格竞争，并且将不同消费者的潜在需求转化为现实需求，从而形成细化的专业市场，使得经济型酒店产品形态更加丰富，市场竞争规范有序。虽然经济型酒店提供的是有限服务，但这并不意味其产品是简单或简陋的，经济型酒店需要对目标市场再进行细化，确定自己酒店的目标顾客是商务客还是旅游观光客等，针对自己的主要目标顾客群，分析其心理，认真研究其消费需求，为其提供最适合的产品与服务。

2.定价策略。

经济型酒店既不能单纯强调创利而忽视市场和竞争形势，又不能为追求市场份额而陷入价格战。价格策略是经济型酒店重要的营销策略之一，酒店需要以成本为基础，按照季节为各个细分市场制定灵活的、层次不同的价格，以最终达到营销目标。

3.营销渠道策略。

网络是一个很好的信息平台，它加快了人与人之间的沟通与交流，酒店通过互联网宣传企业形象，更快捷、清晰、全面、互动，使酒店服务变得有形化。利用多媒体技术可以把酒店设施设备、内部的环境装修，还有各种特色服务，都在互联网上非常动态的表现出来。客人可以更快的了解酒店，足不出户就可以在家里得到视觉上、形象化的服务。

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论文消费者权益参考文献 论文上要写参考文献 给我几个现成的参考一下 要10个以上

参考文献酒店消费者外文文献：

[1]王启云.保护消费者权益,关键在于强化政府部门监管. 《消费经济》 PKU CSSCI -2008年4期

[2]杨慧.论缺陷产品召回制度对消费者权益的保护.《安徽大学学报（哲学社会科学版）》.007年4期

[3]杨慧.公用企业垄断对消费者权益的侵害及法律对策.《安徽大学学报（哲学社会科学版）》.2009年4期

[4]王德山酒店消费者外文文献，吕雁华.论消费者权益保护制度的完善.《中国市场》.2009年13期

[5]张天胤.浅析互联网消费者权益的侵害 .《商场现代化》.2009年18期

[6]杨辉.发达国家消费者权益法律保护审视及启示.《标准科学》.2009年3期

[7]任书体.保护消费者权益促进消费和谐.《中国商贸》.2010年19期周宇杰酒店消费者外文文献，

[8]刘瑛.互联网消费者权益及其保护现状问题分析.《前沿》.2010年12期

[9]马远俊.消费者权益救济方式的创新——小额消费诉讼机制的构建.《理论月刊》.2009年12期

[10]王剑锋酒店消费者外文文献，韩赢.浅析电子商务中消费者权益的威胁与保护.《中国商贸》.2010年12期

急 有关酒店开发或酒店可行性研究参考文献目录

1、经济型酒店在中西部发展的可行性探究 冯小伟 内江科技 2008/03

2、中国发展精品酒店的可行性分析及对策探讨 李应军 云南财经大学学报 2008/01

3、广州花园酒店“白金五星级酒店”结构改造基于性能的可行性研究 韩小雷 地震工程与工程振动

2007/05

4、中国饭店业实施国际化经营战略的可行性研究 张越剑 成才之路 2007/21

5、中外合作创办旅游与酒店管理专业可行性研究报告 张凤玉 中国水运(学术版) 2007/05

6、试论成都经济型酒店发展的新趋势——小户型酒店 胡文婕 科技经济市场 2006/07

7、浅谈时尚酒店策划 万全 建筑设计管理 2006/04

8、经济型酒店经营路径选择与未来之路把握 庞亚辉 现代营销(学苑版) 2006/09

9、公务酒店开发商务市场的对策研究 胡林 商讯商业经济文荟 2006/01

10、中国高星级酒店投资前市场分析研究综述 陈雪琼 江西财经大学学报 2006/01

11、中国房地产业新走向 经济型酒店的投资可行性分析 包久晖 东南传播 2005/Z1

12、“第二家”经济型快捷酒店投资可行性分析报告 陈函 福建商业高等专科学校学报 2005/04

13、产权式酒店——中国酒店业拓展的新领域 詹芬萍 北京第二外国语学院学报 2004/01

14、工商银行开展酒店MIS项目的可行性分析 张靖辰 中国信用卡 2003/09

15、浅谈现代酒店餐饮的大众化经营 阚志霞 南通职业大学学报 2001/04

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Weber International Journal of Hospitality Management 2000,19(3)227-240