Research On The Mode Of The Hotel Service Quality Improvement

Hotel is an important branch of tourist industry. The service course, the hotel product, will influence customers and enterprise itself once the quality problem happens. Therefore, service quality is the crucial factor to improve the marketing effect, increase the profit and strengthen the competence. It is the lifeline of hotels. For the hotel industry, the service quality determines guests' satisfaction, the public praise and image of the hotel else. In the fierce market competition, the focus of the hotel is service quality. Only if the hotel could improve the service quality, it can survive and develop itself. The crux of service quality management in the hotel is how to find service quality problems and proceeds to improve the service quality of the hotel. Customer is the final evaluator to the service quality of hotels, so the hotel managers should do well in the service quality improvement according to the customer. If the customers value the various service quality problems differently, the service quality improvement should be done differently. Therefore, the service quality improvement based on the customer participation and the appraisal becomes more significant in the hotel industry. In order to achieve the better realization of hotel service quality improvement, we need to construct the mode of service quality improvement to suit the hotel.This paper has studied service quality theory, quality improvement theory, modeand tool of quality improvement theoretically at first. Through analyzing on the three aspects synthetically, it structures the mode of service quality improvement of the hotel on the basis of comparing and drawing lessons from the mode and method of quality improvement in other trade, and puts forward the method and step of improving and enhancing service quality of the hotel. The basic course includes support and commitment of the hotel on the senior level, guest's information of the hotel, service quality evaluation and analysis of the hotel, service quality improvement group of the hotel, implementation of the improvement project, consolidate and popularize etc. The supporting system includes basic institutional framework, participating in wholly and system.On the basis of the above research, combining the reality of the hotel this paper has a suitability analysis and an instance analysis on the mode it puts forward. Aiming at the application of the mode of the service quality improvement of the hotel, it has pointed out some obstruction that will meet, and has put forward the main point of using a mode: Quality system, support system of training and inspiring, participationand support of the administrator on the senior level, establishment of the goal, flexible organization, selecting the improving project according to guests' appraisal, improvement method and tool of suiting measures to local conditions.