目 录摘 要.......................................................IAbstract......................................................II引 言.......................................................11.服务意识的现状和问题分析.....................................21.1 服务意识对提高企业竞争力的含义...........................21.2 服务意识对提高企业竞争力的意义...........................31.3 服务意识对提高企业竞争力的重要性.........................32. 对服务意识的现状问题以及分析................................52.1 酒店业服务意识的现状.....................................52.2 影响酒店业服务意识的因素.................................52.2.1 酒店服务人员的素质参差不齐..........................52.2.2 酒店服务人员的流动性大..............................62.2.3 对顾客需求认知不够..................................62.2.4 员工自我意识强烈....................................62.2.5 酒店部门间服务管理协调性较差........................73. 提升酒店员工服务意识的对策..................................83.1 外部对策.................................................83.1.1 进一步加强酒店员工的综合素质........................83.1.2 注重客人需求和感知价值..............................83.1.3 强化酒店员工的整体服务意识..........................93.1.4 创造部门同事之间合作的环境..........................93.2 内部对策................................................103.2.1 提高员工满意度.....................................103.2.2 完善福利制度.......................................103.2.3 提高员工个人竞争力.................................103.2.4 确保酒店各部门的内部协调性.........................104. 实行对策后的预期效果.......................................114.1 外部效果................................................114.2 内部效果................................................11结 论......................................................12参考文献......................................................13致 谢......................................................14I摘 要20...
