| Our country's economics has developed a lot since the reform and opening,the tourism industry also got a gaint development.As an important part of the tourism industry, the hotel industry also has experienced the transformations from the state-owned hostel to modern hotela,from experienced management to modern management,from seller market to buyer market,and been one of the leading industries approaching to international level.Since many international well-known hotel groups has entered Chinese hotel market,the competition becomes more and more intense.As a typical service industry,the competitions among hotels are the competitions of service quality and getting more and more guests.As an effective strategy to attract guests and promote service quality,the service guarantee has not been taken into account in our country's hotels.The foreign country's service industry has developed much time,and they have got lots of theory achievement and rich experience on service guarantee researching.The research of service guarantee in our country has been just in the beginning,many scholars in our country have introuced many suggestions fit to our country's truth,but they did not do example research,especially in the field of hotel industry.The paper consults and hackles refered documents of service guarantee first,and at the basis of the the experience of service guanantee in West Capital international hotel,the paper does a longitudinal research in the hotel.We analysed the comparation of guest satisfaction,staff satisfaction and restaurant monthy income ahead and after the practise of service guarantee in the hotel.It is based on the questionnire result which is done March,2007 and March,2008 and the restaurant monthly income from March,2007 to March,2008.And at the basis of the author's one year's internship in the hotel,the paper put out some suggestions. We hope it will play a stimulative and referenced role in the practising of hotel service guarantee. |
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