星级酒店客房服务质量问题及对策研究——以潍坊Q大酒店为例

A Study on Service Quality Issues and Countermeasures in Star-Rated Hotel Guest Rooms—A Case Study of Weifang Q Hotel

摘要: 随着我国经济发展与居民消费水平升级，酒店行业竞争日趋激烈，客房服务质量正成为提升酒店核心竞争力的重要因素之一。当前不少酒店客房服务仍存在短板，难以匹配不断提升的市场需求。本文以潍坊Q大酒店为研究对象，基于顾客满意度调研，从有形性、可靠性、响应性、保证性、移情性五个维度构建客房服务质量评价体系，通过实地调研和问卷调查发现，该酒店在客房设施、前台响应、餐饮管理等方面存在明显不足。对此，提出完善客房基础设施，强化员工应急处理与专业服务能力，规范餐饮服务流程，健全服务质量评价与激励机制，推进个性化服务创新。研究成果可为潍坊Q大酒店增强顾客黏性与经营效益，也为同类县级星级酒店优化客房服务提供参考。

Abstract: With the development of China’s economy and the upgrading of residents’ consumption levels, competition in the hotel industry has become increasingly fierce, and the quality of room services has become one of the important factors in enhancing a hotel’s core competitiveness. At present, many hotels still have shortcomings in room services, making it difficult to meet the continuously increasing market demand. This paper takes Weifang Q Hotel as the research object and, based on customer satisfaction surveys, constructs a room service quality evaluation system from five dimensions: tangibility, reliability, responsiveness, assurance and empathy. Through field research and questionnaire surveys, it was found that the hotel has obvious deficiencies in room facilities, front desk response, and catering management. In response, it is proposed to improve room infrastructure, strengthen employees’ emergency handling and professional service capabilities, standardize catering service processes, improve service quality evaluation and incentive mechanisms, and promote personalized service innovation. The research results can help Weifang Q Hotel enhance customer loyalty and operational efficiency and also provide a reference for similar county-level star-rated hotels to optimize room services.