Analysis Of Success Factors For Hotel Service Quality Management

With the development of China's market economy and the accelerating process of economic globalization, China's hotel industry has encountered new opportunities; meanwhile the followed challenges are accordingly very serious: more choosy customers, more powerful competitors. The current research on hotel service quality, in form is introducing and digesting the advanced foreign management theory of service quality and in content, is focusing on the service quality evaluation and problems raised such as customer loyalty, service recovery and operating practice, so there is no systematical and completed management mode of service quality in China.Based on the theory and practice of the management of hotel service quality and by an analysis a number of success factors in hotel service management, the thesis provides a practical operation frame for the full improvement of hotel service quality in both theory and application. The operation-related research will be more pointed. To a certain degree, the thesis will complete the research on hotel service quality and provide the hotel service quality with development strategy and approach.The thesis is divided into six chapters:The first chapter defines and analyzes the conception like hotel and its management, service and hotel service, quality and its management, hotel service quality and its management; second, this chapter systematically summarizes the progress of Chinese management of hotel service quality; in the end, by the research on the hotel quality management from both home and abroad, it analyzes the academic thinking on the research of management of hotel service quality.The second chapter elaborates the background and significance of title selection and meanwhile summarizes the research contents and frame.The third chapter summarizes the research foundation of the management of hotel service quality by an analysis of both practical and theoretical basis of hotel service quality management. On the practical basis, this chapter is focusing on the practical application and the comparison of the evaluation criteria of star grade hotel and ISO quality certification system; on the theoretical basis, it analyzes the quality management of hotel service from the perspective of need hierarchytheory, customer expectation theory, customer satisfaction theory, system organization theory, learning organization and information management theory.The fourth chapter analyzes the success factors of hotel service quality management by the following three perspectives: the first is the analysis of the relationship of customer demand and service quality, second is the research on the construction of hotel service quality management, management process control and improvement; third is the classification of star hotels, the affect of the application of ISO9000 quality standard on the improvement of quality management of hotel service; meanwhile, this chapter demonstrates the role of staff training, the framework construction of information system of hotel quality management and the effective cooperation among the various departments in the hotel in the management of hotel service quality.The fifth chapter discusses the application effects of ISO9000 Quality System Certification in the management of hotel service quality by the example of New Century Hotel in Yangzhou and meanwhile, with the example of Garden International Hotel, it analyzes the operation effect of effective cooperation among the departments in the management of hotel service quality. The fifth chapter is to reveal the key factors of the management of hotel service quality by analyzing the hotel management.The sixth chapter analysis the management of hotel service quality and the application approach and innovation significance of the hotel service quality management, this chapter puts forward suggestions and solutions on fully improving the management of hotel service quality.