The Service Quality Management Plan Research Of Lan Zhou Golden Wheel Hotel

Service quality management is the core and the eternal part of hotel management. The level of the hotel service quality depends on how much can the hotel-products meet customers' needs. To improve the hotel service quality, we need to build up a whole set of reasonable, professional and standard service quality-managing system which is based on the proper understand of the customers' needs to achieve an efficient management on the hotel service quality.This article has firstly expanded the basic conception and theory of hotel service, hotel service quality and total service quality management theory. And it analyzed the problems of the service quality-managing of The Golden Wheel Hotel based on the total quality management theory. The importance of improve the service quality has been put forward after searched on the reasons of those above-mentioned problems. According to the problems and deficiencies of service management, we had built up a reasonable service management organizing institution based on the requirement of total service quality management to perfect service quality-managing system of Golden Wheel Hotel. We'd also carried out some well-planned pointed measures during our daily working to improve the service quality-managing level of Golden Wheel Hotel.And finally according to the working effect of the service-managing system, it came up to the problem of more attention should be paid on the issue to achieve a constant perfecting and improving of our service quality-managing system and what's more, to increase the economic and social benefit of the hotel.