[摘要]随着人们生活水平的逐步提高，商务会议、旅游休闲等活动日益频繁，对星级酒店住宿的需求明显增加。同时，随着国内星级酒店数量与日俱增，对星级酒店服务质量提出了新挑战。在阐述提升星级酒店服务质量重要性基础上，以富×国际酒店为例，分析富×国际酒店在运营中存在的问题：酒店高层管理效率不高，部门间协调性较差，酒店内员工素质偏低，恶性的价格竞争影响服务质量。提出提升星级酒店服务质量的措施建议：加强对高层管理者和员工的培训，提高酒店内部协调性，根据客户需求提高服务质量标准，不断完善酒店服务质量体系。

[关键词]企业管理；星级酒店；服务质量

[中图分类号]F27[文献标识码]A[文章编号]2095-3283（2018）07-0146-03

Research on Improving the Service Quality of Star Hotels

Wang Wenshuai

（Liaoning university of international business and economic，Liaoning，Dalian116000）

Abstract： With the gradual improvement of peoples living standards， business meetings， tourism and leisure activities are becoming more frequent. As a result， the demand for star hotel accommodation has increased significantly. However， in recent days， the star-rated hotels have been exposed to the “change of customers without changing sheets”， “a rag to wipe the whole room” and other incidents， and complaints caused by dissatisfaction of the guests have also occurred from time to time. At the same time， with the increasing number of domestic star-rated hotels， the development of fabrics in the hotel industry has been tested. Therefore， only by improving the overall service quality of star-rated hotels can we ensure that the hotel has core competitiveness. This article takes Hotel as a case study， and introduces the actual situation of the Hotel in detail to discuss the importance of hotel service quality improvement and enhance the core competitiveness of the hotel. Then it analyzes the service quality problems existing in the operation and proposes scientific and reasonable solutions to provide reference for the hotel industry to improve the overall service quality.

Keywords： Star Hotel；Service Quality；Improvement

[作者簡介]王文帅（1994-），男，辽宁辽阳市人，本科，研究方向：酒店营销与管理。星级酒店是宾客在旅途中的“家外之家”，不仅能够为宾客提供优质舒适安全的居住环境，还能够为宾客提供高效贴心的服务，使宾客能够在劳累的旅途中得到休息放松，对星级酒店的服务质量也有较高要求。本文从星级酒店管理角度出发，分析研究星级酒店的服务质量问题，以期为星级酒店提高服务质量提供借鉴。

一、相关概念

（一）酒店服务的范畴

酒店服务是指酒店为满足顾客的需要而付出的智能和必要的劳动，是酒店的无形和无价商品。酒店主要为游客提供住宿服务、生活服务及设施服务等。酒店服务与普通服务之间存在较大差异，既包含了普通服务的特性，又具有独特的内涵。……