The Research On Management Of Workers At The Production Line In Service Encounter Of Hotel

As we entered the experience economy century, China' s hotel industry is facing a competition which is more extensive and fiercer than ever before. In order to remain competitive, many scholars and experts as well as entrepreneurs have been searching for the right way to foster and upgrade hotel competitive advantages. Service quality has become one of the important research areas, and the importance of service encounter, the stage on which service quality and customer satisfaction are realized, is recognized by all researchers gradually.On the basis of literature review of service encounter and hotel service management, this thesis begins with the investigation in three hotel departments of six hotels in Chongqing: the front office, guest room, and dining room service. And chooses the workers at the production line and customers as basic subjects investigated, hoping to find out which behavior impact on customers' degree of satisfaction in service encounter in hotels on earth.Research data and information are obtained through critical incident technique and questionnaires. Service blueprint parsing and EXCEL 2003 is applied for validating the research information and data. After comparing the critical incidents which either enumerates and choosing the important encounter points which influence customers' degree of satisfaction most easily, research findings indicate that: the encounter point of reception is the important tache that influences customers' experience easily; the excellent attitude, skill and communication ability of the workers at the production line is the demeanour that customers are looking forward to; the encounter point of inquiry is the important tache that influences customers' experience easily, the excellent attitude, skill and communication ability of the workers at the production line is the demeanour that customers are looking forward to; the encounter point of individual service is the important tache that influences customers' experience easily, the excellent skill, attitude and stuff of the workers at the production line is the demeanour that customers are looking forward to; the encounter point of dinning service is the important tache that influences customers' experience easily, the excellent attitude, emotion and communication ability of the workers at the production line is the demeanour that customers are looking forward to. No matter what encounter point in hotel, careing forwardly and meeting customers' demand actively is the demeanour that can satisfy CustomersAfter that, suggestions for improving the demeanour of the workers at the production line in the four important encounter points are raised. And more suggestions for controlling service encounter better are put forward in the thesis such as inviting employee, designing of perfect posts, moloding culture of service encounter, training regularly and availably, authorization, promoting collaboration, establishing learning organization, bestirring effectively, more guidance and so on.