高星级酒店工程部投诉研究——以上海X酒店为例

Research on the Engineering Department Complaints of a High-Star Hotel—Taking Shanghai X Hotel as an Example

摘要: 文章以顾客需求相关理论为基础，运用文献分析、SPSS19.0、内容分析等方法对上海X酒店工程部投诉案例进行分析，得出该酒店工程部的设施设备缺少有效管理、缺少日常维护计划、部分客房设施设备陈旧、缺少年轻与多技能员工等问题，提出要提高设施设备管理水平、加强设备预防性维修、更新客房硬件设施体验、建设一支高素质的工程服务团队等四项对策。

Abstract: Based on theories related to customer needs, this article uses literature analysis, SPSS 19.0, and content analysis to analyze complaint cases from the engineering department of Shanghai X Hotel. The result indicates that the hotel’s engineering department lacks effective management of facilities and equipment, lacks daily maintenance plans, some guest room facilities and equipment are outdated, and lacks young and multi-skilled employees. Four countermeasures are proposed to improve the level of facility and equipment management, including improving the management level of facilities and equipment, strengthening preventive maintenance of equipment, updating the experience of guest room hardware facilities, and building a high-quality engineering service team.