目 录
引言…………………………………………………………………………………………………………………… 1
一、服务补救概述………………………………………………………………………………………………… 1
二、高星级酒店开展服务补救的必要性…………………………………………………………………….. 1
（一）可以进一步提升高星级酒店满足顾客需要的能力………………………………………… 1
（二）树立高星级酒店的良好形象…………………………………………………………………….. 2
（三）赢得顾客忠诚，保证高星级酒店的长期利益………………………………………………. 2
三、服务补救在高星级酒店管理中的运用措施…………………………………………………………… 2
（一）预防服务失败……………………………………………………………………………………….. 2
（二）识别好服务补救……………………………………………………………………………………. 3
（三）建立顾客反馈专门系统…………………………………………………………………………… 4
（四）对内建立服务补救信急表，及时解决顾客问题……………………………………………. 5
四、服务补救在高星级酒店管理中运用需注意的主要问题……………………………………………. 5
五、结语…………………………………………………………………………………………………………….. 6
参考文献…………………………………………………………………………………………………………….. 7
摘 要
酒店行业的市场竞争日益激烈,越来越多的酒店开始认识到维系顾客的重要性,而其关键点在于提高顾客的满意程度,只有顾客满意了,他们才会长时间的保持对该酒店的忠诚。但是现实实际上,即使最优秀的酒店服务提供者也难免发生失误,难免造成顾客的不满。这就要求酒店对其失误进行补救,最大限度的降低顾客的不满,可以说服务补救是酒店获得顾客忠诚、提高竞争力的重要方式之一。本文通过查阅大量的文献资料，对高星级酒店开展服务补救的必要性进行了的分析阐述，并深入阐述了服务补救在高星级酒店管理中的运用措施。
关键字：高星级酒店；服务补救；运用措施
Abstract
The hotel industry increasing competition, more and more of the hotel began to understand the importance of maintaining customers, and the key point is to increase customer satisfaction, only the customer satisfaction, they to grow to the hotel of the time to keep the loyalty. But the reality in fact, even the best hotel service providers also hard to avoid mistakes, unavoidably cause customer dissatisfaction. This requires the hotel on the error remedy, maximum limit reducing customer complaints, can say the service recovery is the hotel for the customer loyalty, one of the important ways of improving competitiveness. This article through consulting a large number of literature material, high star hotel to carry out the service recovery of the necessity of are discussed, and further expounds the service recovery high star hotel management in the use of the measures.
Keywords: High star hotel；Service recovery；Using the measures
