客房作为一个酒店必不可少的组成部分,其在整个酒店的运营和盈利中有着至关重要的地位。一个酒店在业界的口碑取决于客人对酒店客房的满意程度。提升客房满意度有助于形成酒店的竞争力,占据更多的市场。此文以顾客满意度的理论研究为线索,按照现状、问题、对策的一般逻辑对外在环境、内在硬件设施及软性服务管理三个客房特性进行系统分析。 Being an integral part of a hotel, rooms are central to the operation and profitability of the entire hotel. The reputation of a hotel in the industry depends on how satisfied guests are with the hotel room. Raising room satisfaction helps shape the hotel’s competitiveness and occupy more markets. In this paper, the customer satisfaction theory as the clue, in accordance with the status quo, problems and countermeasures of the general logic of the external environment, the internal hardware facilities and soft service management of the three room characteristics of a systematic analysis.