Research Of Countermeasure To Enhance The Quality Of Internal Service Of Star-level Hotels In Chengdu

In the financial crisis and weak market environment, China's hotel industry experienced a number of factors that restrict their development,and high-star hotel is especially evident. It is mainly manifested in the Increasingly rational consumer behavior, high-star hotel occupancy rate has dropped, room relative surplus;foreign customers and high-end customers continued to decline and so on.High-star hotel service quality is a regional manifestation of the highest level of service. This article gives an objective and correct assessment of the Chengdu High-star hotel, and take effective measures to enable continuous improvement of internal service level.It is very meaningful to improve employee satisfaction, reduce the wastage of hotel in Chengdu. Therefore, this paper chose the high-star hotel in Chengdu as a study.This article with the layers of progressive way:"questions-analysis the problem-solve the problem",after an analysis of Chengdu High-star hotel internal service quality status quo,proposed some suggestion to enhance internal service quality of high-star hotel,with a view to help the hotel to improve internal service quality, employee satisfaction and customer satisfaction.In the first place, this article described the concept of internal service quality, the logic between the hotel internal service quality and external service quality, the relationship between the hotel internal service quality and the "service profit chain",Proposed to Improves the internal service quality of high-star hotel is play' a important role on reducing the staff turnover, improve customer satisfaction, enhance the level of hotel management.Secondly, bying cognition and analysis to the structures and types of internal service of star-level hotels in Chengdu, Combined INTERNAL SERVQUAL SCALE, find out the influence factors to the Quality of Internal service of star-level hotels in Chengdu, designed questionnaires to appraise the Quality of Internal service of star-level hotels in Chengdu.The article made dozen star-level hotels of different nature and representative in Chengdu as object and carried out an investigation.Exerting statistical techniques of SPSS to demonstrate the effectiveness of questionnaires and the Investigation, analyzing and estimating current situation of internal service in parts of star-level hotels of Chengdu deeply, finding out major problems exists in internal service of star-level hotels in Chengdu.Finally, on the basis of statistical results and experience; the author proposed specific methods to improve the Quality of Internal service of star-level hotels in Chengdu, such as:rebuilding of internal service system in star-level hotels, exacerbation of internal training system, strengthening of the mechanism incentives in star-level hotels, expected that made the configuration legitimate and profit top.The article made the conclusions in enhancing the Chengdu High-star hotel internal service quality. First, it provided ways and means for high-star hotel in Chengdu to improve,internal service quality.it's beneficial to improve internal service system of the high-star hotel in Chengdu; Second, the service and hotel industry in Chengdu Occupy important position in the same industry, so made the internal service quality of high-star hotels in Chengdu as the object of study is meaningful to other hotels in Chengdu and other parts.