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首次接觸的是酒店標識與建筑外貌
Post by hotelvi, 2017-6-17, Views: 每當顧客到酒店外,首次接觸的是對酒店的標識設計與建筑外貌的第一印象,這是他/她對酒店的第一次關鍵時刻,門童的態度、舉止行為或是工作完成的好與壞等就是,顧客的第二個關鍵時刻。接著一個個關鍵時刻:與前臺接待員的接觸、與服務員的接觸以及對電梯服務的印象和對房間的印象。而更多的關鍵時刻來自在酒店居住期間的時時刻刻,到最終離開酒店,形成顧客對酒店的總體印象,以及據此得出的對酒店的種種評判酒店經營的效率如何,是否以顧客為中心,員工的能力如何,在多大程度上滿足了顧客的需求,酒店總體服務水平如何等。
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