内容摘要：近几年，酒店行业作为第三大产业正在大力的发展起来。受顾客个性化需求预期的不断提高，个性化服务已成为酒店获取竞争突破的重要措施之一，其地位在酒店服务过程中日益凸显。本文主要从理念、类型等角度阐述酒店个性化服务与标准化服务相互之间的关系，提出了制定酒店个性化服务对酒店生存和发展的必要性，然后详细分析了酒店企业个性化服 务存在的问题，主要有酒店企业的制度比较混乱、不明确，对顾客的特殊需求不关注，只注重提供单一的服务与产品，酒店员工缺乏服务意识，酒店员工得不到酒店足够的信任等，最后就酒店企业提高个性化服务提出了措施，包括酒店要建立健全的管理制度，时刻关注顾客的需求，建立档案资料库，酒店适当的给员工授权，提升员工的整体素养。关键词：酒店企业；个性化服务；顾客需求Abstract: In recent years, the hotel industry has been vigorously developing as the third largest industry. Due to the continuous improvement of customers' individualized demand, personalized service has become one of the important measures for hotels to achieve competitive breakthroughs, and its status has become increasingly prominent in the hotel service process. This paper mainly expounds the relationship between hotel personalized service and standardization service from the perspectives of concept and type, and puts forward the necessity of formulating hotel personalized service for hotel survival and development, and then analyzes in detail the problems of hotel enterprise personalized service. The main system of hotel companies is chaotic and unclear. They do not pay attention to the special needs of customers. They only pay attention to providing a single service and products. The hotel staff lacks service awareness. The hotel staff cannot get enough trust from the hotel. Finally, the hotel The company has put forward measures to improve the personalized service, including the hotel to establish a sound management system, always ...
