酒店顧客抱怨現(xiàn)象分析及對(duì)策研究

1、<p>　　常州信息職業(yè)技術(shù)學(xué)院</p><p>　　學(xué)生畢業(yè)設(shè)計(jì)（論文）報(bào)告</p><p>　　二 級(jí) 學(xué) 院： 外國(guó)語學(xué)院 </p><p>　　專 業(yè)： 應(yīng)用英語（酒店商務(wù)） </p><p>　　班 號(hào)： 英語124

2、 </p><p>　　設(shè)計(jì)（論文）題目： Analysis of Reasons and Countermeasures for Hotel Cuscomer Complaints </p><p>　　酒店顧客投訴原因及對(duì)策分析 </p><p>　　畢業(yè)

3、設(shè)計(jì)（論文）任務(wù)書</p><p>　　專業(yè) 應(yīng)用英語(酒店商務(wù)) 班級(jí) 英語124班 姓名 陳沖 </p><p>　　實(shí)踐單位名稱： 暨陽(yáng)湖大酒店 實(shí)踐崗位名稱： 服務(wù)員 </p><p>　　崗位職責(zé)： 開餐前做好衛(wèi)生工作，按照標(biāo)準(zhǔn)擺臺(tái),清潔餐廳桌

4、椅,準(zhǔn)備好服務(wù)臺(tái)的備用餐具。開餐時(shí)按服務(wù)程序及標(biāo)準(zhǔn)為客人提供優(yōu)質(zhì)服務(wù)：巡臺(tái)服務(wù), 撤換桌上的空餐盤, 盡量幫助客人解決就餐過程中的各類問題, 在客人用餐后負(fù)責(zé)收拾臺(tái)面,清潔桌椅, 迅速補(bǔ)充餐具和臺(tái)面用品，保證開餐后的整潔和衛(wèi)生。 用餐時(shí)間過后負(fù)責(zé)清潔桌面, 準(zhǔn)備餐布, 擦洗餐具。 </p>

5、<p>　　崗位能力要求：具備初級(jí)餐廳服務(wù)英語會(huì)話能力,掌握餐廳服務(wù)程序, 處事靈活,眼明手快,具備熟練的服務(wù)技巧 ,有責(zé)任感和基本的職業(yè)道德素養(yǎng)，服從上級(jí)管理。 </p><p>　　一、課題名稱： Analysis of Reasons and Count

6、ermeasures for Hotel Cuscomer Complaints </p><p>　　二、主要技術(shù)指標(biāo)（或基本要求）： </p><p>　　1. 畢業(yè)論文的前置部分 &

7、lt;/p><p>　　題名：畢業(yè)論文的題名要求以最恰當(dāng)，最簡(jiǎn)明的詞語反映論文中最重要的特定內(nèi)容的邏輯組合，做到文、題貼切。題名的中文字?jǐn)?shù)不超過20個(gè)字，外文題名不超過10個(gè)實(shí)詞，中外文題名應(yīng)一致，題名一般取居中編排格式。 </p><p>　　摘要及關(guān)鍵詞：摘要中文字?jǐn)?shù)約200字，英文摘要字?jǐn)?shù)大約200個(gè)單詞，關(guān)鍵詞的個(gè)數(shù)為3-8個(gè)。關(guān)鍵詞的排序，通

8、常按研究的對(duì)象，性質(zhì)和采取的手段排序。 </p><p>　　1.3 目錄：由畢業(yè)論文各部分內(nèi)容的順序號(hào)，名稱和頁(yè)碼組成。 </p><p>　　2. 畢業(yè)論文的主體部分 </p><p&g

9、t;　　2.1 論文主體不少于3000個(gè)英文單詞，內(nèi)容正確無誤，有一定的創(chuàng)新性或個(gè)人見解，按學(xué)校規(guī)定的統(tǒng)一格式撰寫。 </p><p>　　2.1 引言（Introduction）：主要說明研究工作的目的，范圍，對(duì)前人工作的評(píng)述及理論分析，預(yù)測(cè)結(jié)果和意義等。

10、 </p><p>　　2.2 正文（Body）： 是畢業(yè)論文的核心部分，占據(jù)主要篇幅。正文部分必須做到客觀真實(shí)，合乎邏輯，層次分明，語言流暢。 </p><p>　　正文中的圖，附注，參考文獻(xiàn)，一律用阿拉伯?dāng)?shù)字分析依次編排序號(hào)。

11、 </p><p>　　結(jié)論（Conclusion） </p><p>　　2.4 致謝（Acknowledgments） </p><p&

12、gt;　　三、主要工作內(nèi)容：1.履行所在實(shí)習(xí)崗位西餐廳服務(wù)員的職責(zé)，掌握實(shí)際應(yīng)用中的必備西餐食物、飲料、酒水以及服務(wù)知識(shí)和能力；2.利用實(shí)習(xí)崗位了解所在酒店的外包情況；3. 積極向酒店指導(dǎo)教師和老員工學(xué)習(xí)各項(xiàng)知識(shí)和技能；4. 利用業(yè)余時(shí)間采訪酒店管理人員了解其他同類酒店的外包情況；5. 閱讀雜志和專著以及旅游類報(bào)刊搜集酒店外包的信息，探討酒店外包狀況，分析數(shù)據(jù)，提出自己的思考和預(yù)測(cè)。

13、 </p><p><b>　　四、主要參考文獻(xiàn) </b></p><p>　　[1] 侯興起. 淺談酒店服務(wù)外包常見問題及其控制 (J) . CHINA BUSINESS&TRADE 2011,10

14、</p><p>　　[2] 李艷平. 基于核心競(jìng)爭(zhēng)力理論的成都星級(jí)酒店業(yè)務(wù)外包研究 (D) . 四川師范大學(xué). 2012</p><p>　　[3] 劉麗英. 我國(guó)飯店業(yè)務(wù)外包決策的研究 (D). 哈爾濱商業(yè)大學(xué) . 2012 </p><p>　　[4] 劉濤. 中國(guó)飯店業(yè)務(wù)外包運(yùn)作優(yōu)化研究 (D) . 青島大學(xué) . 2006

15、 </p><p>　　[5] 王瑩, 黃蔚艷. 飯店業(yè)的業(yè)務(wù)外包 (J). hotel modernization 2010,8 59 </p><p>　　[6] 王莉. 飯店外包業(yè)務(wù)服務(wù)質(zhì)量控制對(duì)策研究 (D) . 浙江大學(xué). 2007 </p><p>　　[7] 張莉.

16、我國(guó)經(jīng)濟(jì)型酒店業(yè)務(wù)外包決策研究(D). 中國(guó)政法大學(xué) . 2011 </p><p>　　學(xué) 生（簽名） 陳 沖 2014 年8月 20 日</p><p>　　指 導(dǎo) 教師（簽名） 張紅芹 2014 年8月 20 日 </p><p>　　教研室主任（簽名） 錢

17、紅 2014年 8 月 21 日</p><p>　　二級(jí)學(xué)院院長(zhǎng)（簽名) 曹 蘭 2014年 8 月 21 日</p><p>　　畢業(yè)設(shè)計(jì)（論文）開題報(bào)告</p><p><b>　　Contents</b></p><p>　　Abstract7</p><

18、;p>　　0. Introduction8</p><p>　　1.Connotation of Guest Complaints ..........................................................................</p><p>　　2. Analysis of Guests Complaints 10</

19、p><p>　　2.1 The Objective Causes.......................................................................................10</p><p>　　2.1.1 Personality Characteristics of the Guests</p><p&g

20、t;　　2.1.2The Problem of Quality of Service10</p><p>　　2.2 heSubjectiveCauses.........................................................................................12</p><p>　　2.2.1 The Psycho

21、logy to Seek Respect12</p><p>　　2.2.3 The Psychology to Seek Security13</p><p>　　3. The Countermeasures to Eliminate the Customer’s Complaints13 </p><p>　　2.1. Taking Complaints

22、 with Correct Attitude 13</p><p>　　2.2 Strengthening Staff Training…………………………………………………..</p><p>　　2.3 Setting up the Archive of Customers…………………………………………..</p><p>　　2.4 Setting up

23、the Concept of "Customer is the God" ………………………….. </p><p>　　4. Conclusion15</p><p>　　Bibliography17</p><p>　　Acknowledgements18</p><p>　　The hotel customer

24、s complain and phenomenon analysis</p><p>　　Abstract: Customer is the greatest wealth source of hotels. In order to maintain more customers, the hotel should offer satisfactory service to make guests satisfi

25、ed. But in the process of hotel management, guest complaints are inevitable. How to reduce guest complaints, improve guests’ satisfaction and maintaining the hotel’s reputation are tough problems all hotels are faced wit

26、h. On that basis, the paper analyzes the causes of guest complaints and then puts forward corresponding countermeasur</p><p>　　Key words: customer complaint; influencing factors; service quality </p>

27、<p>　　酒店顧客投訴原因及對(duì)策分析</p><p>　　摘要: 顧客是酒店最大的財(cái)富來源。為了維系更多的顧客,酒店應(yīng)該做出一些政策讓客人更加滿意。但在酒店管理的過程中，不可避免的出現(xiàn)客人投訴的現(xiàn)象。分析賓客投訴的原因和心理，正確對(duì)待和處理客人抱怨,是酒店提高客人滿意度，維護(hù)酒店聲譽(yù)的必要手段。所有首先，酒店應(yīng)該了解常見導(dǎo)致客人投訴的原因和普及公共知識(shí)，培養(yǎng)員工的服務(wù)意識(shí)，提高員工的素質(zhì)。</p

28、><p>　　關(guān)鍵詞：顧客抱怨；影響因素；服務(wù)質(zhì)量 </p><p>　　0. Introduction</p><p>　　Hotel industry is a new industry that develops rapidly with the pace of economy. Along with the rapid development of touris

29、m industry and the promulgation and implementation of the Division and Evaluation of Star in Tourism Hotels, Chinese star hotels are owing mature and have the tendency to expand. Business Hotel, property hotel, resort ho

30、tel, and conference hotel spread all around China. However, in recent years, our Star Hotels have revealed some problems such as low occupancy rate, negative</p><p>　　Although there have been plenty of resea

31、rches on outsourcing in China, most are for the manufacturing industry, IT industry, and the research on hotel industry is not enough. Therefore, there are not abundant theoretical materials provided for hotels to refer

32、to in the choice of outsourcing. This paper can enrich and expand the theory of hotel outsourcing and provide the reference for the hotels. </p><p>　　Faced with the severe competition, hotels expect to take

33、advantages of the service outsourcing to reduce costs, share risk, and improve service quality, improve the core competitiveness. So the current research on outsourcing of hotel business in China makes a great difference

34、 to the reference and guidance. But the misuse neither can achieve the expected effect, nor will run counter to the desire. In China, the service outsourcing is still in the exploratory stage, and there still exist a lot

35、 of</p><p>　　In order to have a deeper research on this topic, I tried several methods. On the one hand, I associate theories with facts: I collect large numbers of documents, analyze the reasons and content

36、s of the implementation of outsourcing in hotels and find out the existing problems and factors. Combining with the situation of hotels, I put forward some reasonable countermeasures for these problems. On the other hand

37、, I make full use of the opportunities for internship in hotels to investigate on the </p><p>　　Analysis of Guests Complaints </p><p>　　1.1The Objective Causes</p><p>　　Contempo

38、rary hotel is a collection of eating, living, traveling, shopping and entertainment, whose operating costs are higher and some of the non-core businesses not only have small profit margin, but also need large input costs

39、 and high cost of maintenance such as cleaning, equipment maintenance, laundry and plant breeding, advertising marketing, etc, which will lead to high operating costs of the hotel and fixed investment. And for the h

40、otel, the most direct interest that service outsourcing c</p><p>　　1.1.1 Personality Characteristics of the Guests</p><p>　　Due to the Chinese standards of evaluating star hotels in which hotels

41、 are required to be large and comprehensive, Chinese hotels not only provide basic services such as food, rooms, conference and recreation, but also carry equipment maintenance, security, cleaning, finance and other auxi

42、liary business. While the traditional operating model fails to bring huge benefits to the hotel, instead it restricts hotels’ capacity to respond to the internal and external environment. With the market segmen</p>

43、<p>　　1.1.2 The Problem of Quality of Service</p><p>　　In modern society which is full of competition, the development of the hotels is influenced by the internal and external environment, and as a re

44、sult, there are a variety of risks.  In addition, the scale of production and the breaker point need considering in the traditional fixed capital investment. The more fixed cost, the higher management risks. Once th

45、e variation of market demand appears, business exit barriers are quite high, which could drag down the subsequent development of hotels. Out</p><p>　　With the popularity of the hotels, the state introduces a

46、ppropriate laws and regulations to determine the star rating of the hotels. In order to improve the competitiveness of the hotels, each hotel can basically provide qualified hardware facilities and software facilities in

47、 accordance with the provisions. However, the hotels sell service products whose product cycles are even shorter than tangible products. Coupled with the lack of technical competition, they make software facilities becom

48、e c</p><p>　　1.2 The Subjective Causes</p><p>　　Although the practice in current hotel outsourcing in China has made great progress, the overall operation and management level of outsourcing in

49、Chinese hotel industry is still in the primary exploratory stage. A lot of outsourcing activities are not sufficiently standardized and mature. The progress is mainly divided into three stages: the decision-making stage

50、of outsourcing, the implementation stage of outsourcing and the subsequent management stage of outsourcing where exit many problems.</p><p>　　1.2.1 The Psychology to Seek Respect</p><p>　　The c

51、ustomer is god, god is always right. Among the guests in the dining process, hope to be able to get the restaurant staff warm reception, asking others to respect his opinions, don't want to out of favor and ridicule.

52、 When feel doesn't complaint action, this respect psychology is more outstanding, they want to follow his hotel management personnel, think oneself of complaints reason is sufficient, total hope to get others (especi

53、ally the receiver) believe, respect, compassion, support, and d</p><p>　　Affected by the traditional operation model of hotels, the contemporary operators of hotels still pursue the large and complete operat

54、ing structure and misunderstand the outsourcing. In their view, they have nothing to do but outsource their businesses when they are in trouble, and outsourcing will damage their image and brand if it is spread out. Thus

55、 they resist to outsourcing. </p><p>　　1.2.2 The Psychology to Seek Security </p><p>　　Guests at the hotel dining, if food, food hygiene cleanliness does not conform to the standard, cannot meet

56、 the security needs of the customer and restaurant in fire prevention, anti-theft lack of adequate management, make the customer private property and personal safety is not security, nature will complain.</p><

57、p>　　Customers think they spent money and time, you should get high treatment, service personnel should be consider for them everywhere, to enjoy the service should be consistent with their expectations, or it will com

58、plain about psychology. The purpose of customer complaints is compensated. Table during a meal if they think the price is reasonable, fair, food quality, service quality is bad, will directly to the hotel, the relevant d

59、epartments complaints, hope to be able to make up for their losses,</p><p>　　2. The Countermeasures to Eliminate the Customer’s Complaints 2.1 Employees should be Calm with the Guests Complaints</p>

60、<p>　　Hotels have lacked trust in outsource since the businesses were outsourced, and in their opinion, since they have outsourced their businesses and signed a more complete contract, what they both need to do is j

61、ust doing their businesses according to the contract, while overlooking a deep level of cooperation and communication. In addition, in the process of establishing outsourcing relationships, they show up impatience and ne

62、gative interaction. Moreover, they don’t realize that it takes long tim</p><p>　　2.2 Restraint and Patience</p><p>　　In the moment, outsourcing is uneven and there is difference in outsourcing e

63、nterprise culture, economic strength, mode of operation. Besides, what the outsource value is profit during the contract period regardless of the hotel’s reputation, customer satisfaction, etc. Correspondingly, they fail

64、 to clean guest rooms well and wash the dishes cleanly, which results in low quality of service, constant customer complaint, then has a bad influence on hotel's reputation. Meanwhile, most staff of the </p>&

65、lt;p>　　2.3 Maintain the Interests of the Hotel</p><p>　　Due to the variability, complexity, difficulty of measure and other characteristics of hotels, we have no difficulty finding contact disputes betwee

66、n hotels and outsources. But there is no relevant provision of outsourcing contract so that it constricts the implementation of outsourcing in Chinese hotels. Some supporting laws and regulations are needed to guide, reg

67、ulate and supervise the implementation of outsourcing. </p><p>　　3.How to Reduce the Occurrence of Complaints</p><p>　　3.1Popularize Knowledge of Public Relations and Improve the Quality of the

68、Staff</p><p>　　Pr is and the quality of employees is closely linked, the higher the quality of employees, the stronger the consciousness of public relations, to make the employees to recognize: "I is no

69、t only a waiter and a public official.</p><p>　　3.2 Pay Attention to the Reputation of the Hotel</p><p>　　Hotel is the ideal image is an important content of misconduct service consciousness of

70、public relations, therefore every attendant to adjust their behavior, and enable it to maintain the hotel's image and reputation.</p><p>　　3.3 Strengthening the Staff's "Universal Consciousness”

71、</p><p>　　Hotel service on the cultivation of public relations, have to inject the notion: the personal image is a microcosm of the hotel image and the behavior of the individual can directly affect the publ

72、ic impression of the hotel. Therefore, strengthening the overall consciousness of all staff, must from every employee in word and deed, every move. In a word, building up the consciousness of public relations, hotel serv

73、ice is the current favorable conditions and to do a good job of hotel service guara</p><p>　　3.4 Setting up a Scientific System of Policy for the Hotel</p><p>　　"Hotel policies" is als

74、o affect customer return to the hotel a relatively important factors.But customers often choose to complain about such a policy mistakes were hidden. This is mainly because customers think hotel will not easily change th

75、e policy of the hotel,And hotel policies tend to be the senior managers, and they find it difficult to gain access to the decisive effect to the policy of managers. As a result,When customers find the hotel's policy

76、Errors, such as overpriced, decorate a st</p><p>　　4. Conclusion</p><p>　　Bearing the pressure from foreign hotels and domestic economic hotels, Chinese hotels have to change the original operat

77、ing mode. They need to adjust in the internal organizations to highlight their core competitiveness. While outsourcing is an effective solution, outsourcing non-core businesses to professional outsourcers enables hotels

78、to put their resources and energy on core businesses to highlight their core competitive advantages. Through outsourcing the non-core business, the hotel can ac</p><p>　　Bibliography</p><p>　　[1

79、] 張莉. 我國(guó)經(jīng)濟(jì)型酒店業(yè)務(wù)外包決策研究(D). 中國(guó)政法大學(xué). 2011.</p><p>　　[2] 劉濤. 中國(guó)飯店業(yè)務(wù)外包運(yùn)作優(yōu)化研究 (D) . 青島大學(xué). 2006.</p><p>　　[3] 劉麗英. 我國(guó)飯店業(yè)務(wù)外包決策的研究 (D). 哈爾濱商業(yè)大學(xué). 2012.</p><p>　　[4] 李艷平. 基于核心競(jìng)爭(zhēng)力理論的成都星級(jí)

80、酒店業(yè)務(wù)外包研究(D). 四川師范大學(xué). 2012.</p><p>　　[5] 王瑩, 黃蔚艷. 飯店業(yè)的業(yè)務(wù)外包 (J). Hotel Modernization 2010,8 59.</p><p>　　[6] 王莉. 飯店外包業(yè)務(wù)服務(wù)質(zhì)量控制對(duì)策研究 (D) . 浙江大學(xué). 2007.</p><p>　　[7]侯興起. 淺談酒店服務(wù)外包常見問題

81、及其控制 (J) . CHINA BUSINESS&TRAD2011,10.</p><p>　　Acknowledgments</p><p>　　I would like to express my sincere thanks to all those who helped me during the writing of this thesis.</p>&

82、lt;p>　　To begin with, I gratefully acknowledge the help of my supervisor, Ms Xiao, who has offered me valuable suggestions through the writing of this thesis. When we confirmed our thesis，Ms Xiao was busy at abroad. B

83、ut she has never neglected our thesis before，instead, she took time to talk with us about our thesis on the Internet. It’s Ms Xiao who encourages me to study a thesis on which few people researched and write a thesis of

84、my own based on others’ result instead of writing a thesis which is co</p><p>　　Secondly, I would like to thank Ms Huang who specializes in teaching us knowledge about hotels, from whose devoted teaching and

85、 enlightening lessons I have benefited a lot and academically prepared for the thesis. Additionally, though there was no obligation for her to instruct our thesis, she spared her precious time to help us confirm our thes

86、is and provide us with instructive guidance and useful suggestions on our thesis actively.</p><p>　　Thirdly, Special thanks should go to my friends who were working in hotels for their valuable information a

87、bout outsourcing in Chinese industry and my beloved sister who has took her considerable time to collect relevant information for me. </p><p>　　畢業(yè)設(shè)計(jì)（論文）成績(jī)?cè)u(píng)定表</p><p>　　一、指導(dǎo)教師評(píng)分表（總分為70分）</p>