Research On Service Recovery Of Our Country's First Class Hotels

As the innovation and opening of our country going deeply, the level of our people′s life get much higher, and all kinds of large campaigns have been hold successfully. All of these have provided good chances for the development of first class hotels in our country. Hotels are one of the earliest open professions in our country. Since1982, 10% hotels of 300 global strong hotels had already entered into China. The great majority international hotel management group has already treated Chinese market as the strategic target that is the most important target in the future development.Therefore, how to promote the competition ability for our hotels has become the common concern problem for the hotel personage. We have to study from the foreign hotels, because they have accumulated lots of management experience. The writer thinks that the service level of first class hotels in our country have been promoted, but it is not perfect always. Because of the complexity of service products, the failure of service always happens. It is also very necessary to take measures to recover from mistakes. Proper recovery can keep clients, to make inner employees satisfied, and shorten the gap between the foreign hotels and our country′s.Although our country first class hotels have given enough importance to service recovery, this job does not develop all around. Now, this text pays attention to how to build efficient service recovery system.1. Basic disciplines and analytical approachesThis text is founded on the service recovery theory that the western scholars drawn out. On the base of understanding to service recovery, this text analyses how to build and develop it from adapting to completion, keeping clients′loyalty, inspiriting inner employees and other aspects. During the proceeding of research, this text adopts some cases to explain and analysis.2. Theme and Main idea This entire thesis is made of three parts:Chapter 1: On the base of definition to the first class hotels, the second section analyses the importance of service recovery has been explained to four portions. To adapt ardent marketing completion, to retrieval the lost of failure, to keep clients, to inspirit employees and so on.Chapter 2: It is essential to evaluate the realistic situation about the service recovery of first class hotels in our country .And the problems about this job have also been talked in detail. For it is the basis to do research to how to develop service recovery .Chapter 3: Some measures about how to develop service recovery have been given in this part of the text. From correcting the wrong cognition to service recovery, reinforcing internal service recovery to building authorization system, all of these are needed to work hard. At last of this chapter, the details about training has also been emphasized.3.Innovation and SignificanceThe main contribution of the text lies in choosing topic The research of the traditional to service recovery did not make this theory combine to characteristic of enterprises. And the writer does not use theory to analyses only, but use many cases to make out. The significance of this text hope to help the first class hotels in our country pass a new life during the hotel process, opening widely the visual field of the hotel development.