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2018年09月04日
The words fell fatefully into the close rooms
Then again: "It is a long time since we met over there across the sea. And I have had my sorrows, too!"

All this her face seemed to speak swiftly, especially to the young man, whose attention she had quite distracted, as indeed she had disturbed every one in the other rooms by her progress through the hall. By the time she had settled herself, and made a first survey of the scene, the hymn had come to an end, and the minister's deep voice broke forth in the words of ancient promise, "I am the Resurrection and the Life"...

At this note of triumph the pretty widow's interruption was forgotten. Something new stirred in the weary faces of those standing in the hall, touching each one according to his soul, vibrating in his heart with a meaning personal to him, to her, quite apart from any feeling that they might have for their old friend, in the hope for whose immortality it had been spoken....

"I am the Resurrection and the Life" ... "yet in my flesh shall I see God"...

The young man who had given his chair to Mrs. Phillips unconsciously threw back his head and raised his eyes from the floor, as though he were following some point of light which had burst into sight above his head. His gaze swept over his mother's large, inexpressive countenance, his cousin Everett's sharp features, the solemn, blank faces of the other mourners in the room. It rested on the face of a young woman, who was seated on the other side of the little room, almost hidden by the roses and the lilies that were banked on the table between them. She, too, had raised her face at the triumphant prophecy, and was seeing something beyond the walls of the room, beyond the reach of the man's eyes. Her lips had parted in a little sigh of wonder; her blue eyes were filled with unwept tears. The young man's attention was arrested by those eyes and trembling lips, and he forgot the feeling that the minister's words had roused, in sudden apprehension of the girl's beauty and tenderness. He had discovered the face in a moment of its finest illumination, excited by a vague yet pure emotion, so that it became all at once more than it had ever promised.
[ 投稿者:minute at 20:24 | 健康 | コメント(0) | トラックバック(0) ]

2018年07月13日
Hotel service quality management terms

 


1. quality



The sum of the characteristics and characteristics of a product or service that satisfies a specified or potential need.



2. quality of service



It is the product of the objective reality of the service and the subjective feelings of the guests.



3. quality of service gap



It refers to the gap between customer expectations of service and customer perceptions of service provided by enterprises. It can also be understood as the gap between the objective reality of service and customer subjective perceptions of quality.



4. service commitments



Also known as service guarantee, is a customer-oriented, customer satisfaction-oriented, before the sale of service products to promise a numberher2 breast cancer
of service items in order to arouse customers'interest and interest, encourage customers to actively buy service products, and in the service activities to faithfully fulfill the commitment of the system and marketing behavior.



5. Hotel



It refers to commercial facilities and institutions that provide accommodation and other services for the public.



6. organizational structure



It refers to the organization's internal command system, information communication network and interpersonal relations between the various components of a relationship.



7. grade chain



In the hotel organization, a number of management levels are formed from top to bottom, and a hierarchical chain is formed between the top managers and the lowest managers, in which orders are issued and business is directed in turn.



8. - functional system



Also known as the mixed system, it is based on the strict control of the straight-line system, absorb the advantages of the professional system to give full play to the role of a comprehensive organization structure.



9. hotel system



It is the general name of the articles of association, regulations, codes, rules, procedures, standards and methods that guide, restrain and motivate the behavior of all the members of the organization, determine the methods of handling affairs and stipulate the working procedures.



10. hotel service quality

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The service quality of a hotel can be defined as "the satisfaction degree of material and spiritual needs of the guests in the hotel brought by intangible products based on tangible products such as hotel equipment and facilities, which are formed by the living labor provided by the hotel staff".



11. Hotel interactive service quality management



In order to improve the quality of hotel interactive service, we should strengthen the control of interactive process, implement the training of interactive service, and create an interactive environment for customers to participate in the service process.



12. hotel service standardization



It refers to the requirement that a hotel formulate its own internal standard system in accordance with the quality standards and the reality of the hotel.



13.ABC analysis



ABC analysis takes the principle of "the key is the minority, the secondary is the majority" as the basic idea. Through the analysis of various factors affecting the quality of hotels, the number of quality problems and the frequency of quality problems as two related indicators, quantitative analysis.



14. causality analysis



Causal analysis is a graphical method for analyzing the causes of quality problems by using causal analysis diagrams. Because the graph of causal analysis is similar to that of fishbone and branch, it is also known as fishbone diagram and branch diagram.



15. room reservation



Guests should advance the specific requirements of the hotel before arriving at the hotel.

[ 投稿者:minute at 15:40 | 健康 | コメント(0) | トラックバック(0) ]