企业经济
企業經濟
기업경제
Enterprise Economy
2011年
9期
32~35
,共null页
神秘顾客 饭店服务管理 应用
神祕顧客 飯店服務管理 應用
신비고객 반점복무관리 응용
mysterious customers; hotel service management; application
＂神秘顾客＂访查法是饭店星级评定的重要工作方法之一,也是饭店服务诊断评估及服务管理的有效工具。但是,在实践中,此方法的成熟度及有效性还有待提高。本文认为：神秘顾客访查标准制定必须面向业界实际,与时俱进;选择＂神秘顾客＂时应避免＂熟人关系＂,确保访查结果的公正客观;针对访查中存在的问题,饭店应建立深层整改机制,避免简单化处理,同时,注重内部沟通,改善饭店管理环境,为神秘顾客访查法的有效运用创造有利的环境条件。
＂神祕顧客＂訪查法是飯店星級評定的重要工作方法之一,也是飯店服務診斷評估及服務管理的有效工具。但是,在實踐中,此方法的成熟度及有效性還有待提高。本文認為：神祕顧客訪查標準製定必鬚麵嚮業界實際,與時俱進;選擇＂神祕顧客＂時應避免＂熟人關繫＂,確保訪查結果的公正客觀;針對訪查中存在的問題,飯店應建立深層整改機製,避免簡單化處理,同時,註重內部溝通,改善飯店管理環境,為神祕顧客訪查法的有效運用創造有利的環境條件。
＂신비고객＂방사법시반점성급평정적중요공작방법지일,야시반점복무진단평고급복무관리적유효공구。단시,재실천중,차방법적성숙도급유효성환유대제고。본문인위：신비고객방사표준제정필수면향업계실제,여시구진;선택＂신비고객＂시응피면＂숙인관계＂,학보방사결과적공정객관;침대방사중존재적문제,반점응건립심층정개궤제,피면간단화처리,동시,주중내부구통,개선반점관리배경,위신비고객방사법적유효운용창조유리적배경조건。
The method of mysterious customer investigation is one of important operation methods in hotel star rating assessment,and is also a useful means for the diagnosis and assessment of hotel service,and service management.However, the mature and effectiveness of the method practically need to be improved.This paper believes that the standards of mysterious customer investigation must face reality,and advance with the times.Acquaintances must be avoided to ensure the objective and fair results of investigation.In response to the existing problems of investigation,the hotels should establish the mechanism of rectifying and reform to avoid simple handling.Meanwhile,the hotels should pay much attention to internal communication,and improve hotel management environment so as to create favorable environment for the effective application of method of mysterious customer investigation.
