The Application Of Total Quality Management In The Hotel Property Management Enterprises

With the fast development of economy of China, hotel service apartments keep the same growth pace. Meanwhile hotel property management industry is facing opportunity and challenge. The concept of property management came into stage of China in 1981. However, property management began to fast development after the Residence Reform. Since the execution of Residence Reform, Chinese people can possess private properties legally. The property management responsibility used to be taken by government, organization or State Owned Enterprise. Since the execution of Residence Reform of China, professional Property Management Company takes the place of management. Service plays a more and more important role in property management. Furthermore, the service level has become key factor of determining company development.The author of this thesis first introduces basic concepts and characteristics of property management. Then the author introduces the theory of total quality management and ISO9004-2. Based on the theories, with reference to his 8 years hotel service property management working experience, the author sets up a service quality management model for hotel property management companies. The author discusses the implementation of total quality management into hotel service property management companies in details.In the case analysis part, the author analyzes the problems and challenge that his previous company is facing. The author also gives his suggestion to the problems. Because there are a few theories about hotel property management, the author wishes that the research of this thesis could create some feasible method for property management company to improve their service and competitive advantages.All the data and case are from Shanghai. The author believes that the national property management companies could receive benefits from the result of the research.