目 录摘 要........................................................................................................................IAbstract.....................................................................................................................II引 言...................................................................................................................11 国内外对于星级酒店满意度调查的综述............................................................22 沈阳香格里拉酒店客房概况................................................................................32.1 沈阳香格里拉酒店客房软件服务概况.......................................................32.2 沈阳香格里拉酒店客房硬件设备概况.......................................................33 酒店客房部来宾满意度现状分析........................................................................53.1 来宾期望值与实际值有偏差.......................................................................53. 2 客人与酒店服务员沟通不畅......................................................................53. 3 客房质量管理水平偏低..............................................................................64 影响沈阳香格里拉酒店宾客满意度的因素........................................................64.1 酒店员工专业化程度较低...........................................................................64.2 个性化服务意识缺失严重...........................................................................74.3 部门之间缺乏协调服务观念.......................................................................74.4 员工满意度低流动率高...............................................................................84.5 硬件设备维护不到位...................................................................................95 沈阳香格里拉酒店客房部问题解决对策..........................................................105.1 加强对酒店服务人员的招聘与培训.........................................................105.2...
