The Service Process Reengineering Of Hotel

As market competition growing and hotel consumers continued growing, whether can respond quickly to customer individual needs and meet the clients needs are important factors to a hotel in the highly competitive market. A good hotel service process can meet customer demand, improve customer satisfaction. Therefore, the service processed in hotel must be concerned in the constructing and operating of a hotel.Business process reengineering (BPR) has been studied for more than ten years, it is considered as an effective approach to improve performance and core competitiveness of enterprise. BPR introduces new concepts and tools of process improvement, and emphasizes the viewpoints of system optimizing and custom oriented. Usually BPR can make a stupendous progress in performance. In many sectors, it has made some achievements, but in the hotel industry, At present service of process reengineering is also less.This paper leads the Business Process Reengineering theory into the hotel industry. It talks about the idea that the competition in hotels is actually the competition in the customer satisfaction index under economy environment of the informationize and globalize. The paper points out the view of improving the customer satisfaction index through the reengineering of the service process in hotels. By connecting theory with the practice of the service process reengineering in Sichuan Xin Shu Lian Hotel, integrating the practice of service process reengineering in China hotels, the author sets up a service process reengineering model for hotels, and try to provide a feasible way of service process reengineering for hotels reference.