酒店全面质量管理

许多酒店都导入全面质量管理（TQM），倡导所谓的零缺陷和第一次就把事情做好，但是极少有酒店能不发生服务失误以及顾客抱怨。

Many hotels are using total quality management ( TQM ), and advocating the so-called " zero defects " and put things right at the first time , but very few hotels can be non-occurrence of service failure and customer complaints .

最后，通过对酒店顾客体验价值交付体系的构成和运作研究，作者提出了顾客体验价值交付体系管理重点：酒店服务过程全面质量管理、酒店员工管理、顾客关系管理、酒店体验营销等。

By researching the structure and operation of deliver system of customer experience value , the author presented the key point of deliver system of customer experience value : total quality management of overall management hotel service process , personnel management , customer relation management , hotel experience marketing etc.