目 录摘 要...................................................................................................................IAbstract................................................................................................................II引 言...................................................................................................................31 酒店个性化服务概述........................................................................................41.1 酒店个性化服务的含义...........................................................................41.2 酒店个性化服务现状...............................................................................42 酒店个性化服务的重要性................................................................................62.1 增加酒店品牌知名度...............................................................................62.2 提升酒店经济效益...................................................................................62.3 提高酒店的市场竞争力...........................................................................63 酒店个性化服务与管理现存问题及原因........................................................83.1 员工个性化服务意识不足.......................................................................83.2 酒店对个性化服务培训不足...................................................................83.3 个性化服务培训与管理投入与回报不成正比.......................................94 酒店个性化服务与管理提升策略..................................................................114.1 培养员工个性化服务能力.....................................................................114.1.1 规范化服务是个性化服务的基础................................................114.1.2 了解酒店其他部门工作内容........................................................114.1.3 服务具备“超前意识”................................................................114.2 加强个性化服务管理.......................................
