Six Sigma And The Hotel Service Quality Management

Service quality is critical to the hotel benefits and competence. Hotels in China still fall behind the world advanced hotels in the scientific management and high-quality service field. While not all the systems of quality management which have been applied to manufacturing industry successfully can adapt to hotel service environment perfectly. There are still some problems remain to be settled both in theory and practice. How to eliminate the fluctuation of service quality and expand the improvement ability to achieve the world standard is the new task for the scholars and practitioners.Hotel service consists of a series of co-related activities. Improving service quality from the aspect of service process can save cost and enhance performance and describing the service process in quantitative way can reflect the management problems exactly. As a method for process improvement, the six sigma focuses both on customers and corporation, scales and improves performance and realizes financial benefits. The unique idea and flexible approaches accord with the characteristics of service quality management, which can provide quantitative methods to manage hotel service process.By reviewing literatures, comparing with different methods and paying attention to the characteristics of six sigma, the paper discusses the fit application of six sigma in hotels atmosphere, the core elements and the implementation map, which has the practical and strategic meanings for hotels.At present, it is insufficient in the systematically quantitative researches on hotel service process, the paper advocates applying the six sigma method to the entire service quality management. Basing on analyzing the necessities and feasibilities, the paper points out the opinion that hotel service is a process for "making" service, which needs some regulations and standards to be measured, appraised and improved, so it is necessary to establish six sigma management system to improve the hotel service. The paper discusses the potential challenges and adjusts the definition model of six sigma...