Applied Research, Project Management Methodology In The Hotel Service Quality Improvements

The hotels generally consider service quality improvement as a routine work, while this paper discovers that it has the projective characteristics. The method of project management is becoming more and more mature, being taken use in a wide range field. But academic research about its actual application is not rich enough and lack of directive effect. Based on the status quo, systematic research on the application of hotel quality improvement has practical and theoretical significance.At first, this paper summarizes the theory of service quality, quality management, quality improvement and project management, then defines the relative concepts and summarizes the characteristics of the project of hotel service quality improvement.Analyzing necessity and feasibility, choosing method system, designing organization structure and analyzing stakeholders are the main aspects for the basic analysis on the method of project management applying in the hotel service quality improvement. So it concludes that the method of project management is necessary and feasible to apply it in the hotel service quality improvement, and should choose the light grade method system. Besides, the characteristic of project organization structure and stakeholder analysis are also very important for the success of the project.According to the divisive standard of PMBOK which includes project initiating, planning, executing, controlling and closing, this paper has analyzed the whole project running and summarized the main work of every phase. Empirical research is being done on the case study of Qingdao Shangri-la Hotel.In final, this paper tries to establish the support system of hotel service quality management project. The system includes five parts, which are estimating system of hotel service quality, training and promoting system, technique and tool system, hotel organization culture and performance estimating system, the whole system can help to provide systematic thoughts of applying the project management method into hotel service quality improvement.