摘要随着经济和旅游业的不断发展，作为旅游业三大支柱产业之一的酒店业得到了长足的进步。国际著名酒店集团纷纷驻入中国市场，且国内各个大中型酒店如同雨后春笋般兴起，行业竞争也变得异常激烈；与此同时，由于顾客经验逐渐趋于丰富化、个性化，顾客的自我保护意识也逐渐增强。因此提高酒店竞争力是每个酒店的必经之路。在这个瞬息万变的体验经济时代，回归人的纯真本性，在面对顾客的个性化需求时，结合心理学的相关知识，站在客人的角度思考问题，基于顾客需求，强化服务理念，提供具有特色的个性化服务，使客人体验到专门为他们定制的服务，为酒店的个性化服务提供一个新思路，使酒店在行业竞争激烈的取得优势。 84602

毕业论文关键字：高星级酒店；个性化服务；顾客需求

Research of hotel personalized service based on customer demands

Abstract With the continuous development of the economy and the tourism industry, as one of the three pillar industries of tourism, hotel industry has been considerable progress, famous international hotel group in succession in the Chinese market, and domestic large and medium-sized hotels like everywhere like rise, industry competition has become fierce; at the same time, due to the customer experience tends to be rich, personalized, customer awareness of self-protection is gradually enhanced。 Therefore enhance the competitiveness of the hotel is the only way for each hotel。 In this fast changing era of experience economy, regression the pure nature, in the face of the inpiduation of customer demand, combined with psychology knowledge, standing in the guest's point of view on the issue, based on customer demand, strengthen the service concept, provide inpiduation service, make the guest feel the experience to customize their services exclusively for, to provide a new train of thought for personalized service the hotel, to the hotel in the fierce competition in the industry to gain an advantage。 

 Keywords: high star-level hotel；personalized service；customer requirement

目录

0 引言 1

1 酒店个性化服务的相关概念的阐述 1

1。1酒店个性化服务的相关概念 1

   1。1。1个性化服务的概念 1

1。1。2酒店个性化服务的概念 1

1。1。3酒店个性化服务的研究发展 2

1。2个性化服务在酒店行业中的重要性 2

1。2。1酒店消费发展趋势的要求 2

1。2。2树立酒店品牌的要求 3

1。2。3提高酒店竞争力的要求 3

2 酒店个性化服务的现状分析 3

2。1目前酒店个性化服务的现状 3

2。1。1顾客需求的差异性促进个性化服务发展 3

2。1。2生产成本制约酒店个性化服务发展 3

2。2酒店个性化服务存在的问题 4

2。2。1服务人员对个性化服务存在误区 4

2。2。2客史档案不完善，各部门缺乏沟通协作 4

2。2。3服务人员个性化服务的意识较弱，缺乏与客人主动沟通 5

3 酒店顾客需求分析