I摘 要餐饮业的竞争越来越激烈，而服务补救措施往往是现在餐饮业发展不完善的，服务补救所带来的效益往往被人低估，能大大提升顾客满意度和忠诚度的方法就是在发生服务失败时，快速有效的进行服务补救，因此进行酒店餐饮服务补救策略研究非常有必要。在整合相关文献，和相关问卷分析中，并对数据进行分析，以宁德富力万达嘉华酒店为例，从顾客满意出发，提出提高酒店服务质量以及对补救效果的策略和建议。主要有注重酒店菜品创新，提升软硬件构建，正确认识服务补救行为，构建内部服务补救措施，完善投诉系统，建立服务补救预警系统，重视客户问题。根据研究成果，提高酒店的顾客满意度和服务补救管理。关键词：顾客满意；服务补救；餐饮业； IIAbstractThe competition of catering industry is more and more fierce, and the service remedy measures are often imperfect in the development of catering industry. The benefits brought by service remedy are often underestimated. The way to greatly improve customer satisfaction and loyalty is to carry out service remedy quickly and effectively in the event of service failure. Therefore, it is necessary to study the hotel catering service remedy strategies. In the integration of relevant literature, and related questionnaire analysis, and data analysis, take the Ningde Fuli Wanda realm hotel as an example, from the customer satisfaction, put forward strategies and suggestions to improve the service quality of the hotel and the remedial effect. It mainly focuses on the innovation of hotel dishes, the improvement of software and hardware construction, the correct understanding of service remedy behavior, the construction of internal service remedy measures, the improvement of complaint system, the establishment of service remedy early warning system, and the importance of customer problems. According to the research results, improve the hotel customer satisfaction and service recovery management.Key words...
