Jinjiang Hotel Touched By The Cultural Service Quality Management Planning And Its Implementation

Quality of Service is the lifeblood of business, it is particularly important to the hotel. The quality of service is connected with many factors which are not achieved only by increasing the scientific and high-tech management. The nature of the culture of hotel management can attract the guests and staff, and improve the overall quality. Using excellent characteristics of the culture of hotel is an important means to retain customers and enhance the competitiveness of the hotel. Although many scholars have made a lot of studies of the quality of services for the hotel, but the results can be applied directly to the hotel industry is still lack, especially the lack of contact studies between the them. Considering the representation of reality, the paper selected the local domestic hotel which can highly represent the characteristics of Chengdu hotel. In the study, the case study method, data analysis and the gap between the quality of service model are used to give the conclusion of the connection between hotel culture and hotel service quality.The full text is divided into five chapters. The first part of the paper makes a comparative analysis of domestic and international hotel management and hotel service quality. On the basis of determining the research object, it gives the significance of research and the object of study. On the end, the paper points out that the final structure and framework, as well as its main content. The second chapter describes the basis of relevant theories of the study, mainly on hotels culture and the concept of quality of service. Then the paper gives the evaluation and measurement of the service quality theory, including the use of data collection and processing. Chapter III analysis the quality of services through the change of the key elements. At the same time, by adopted the positivistic method and the use of first-hand from the hotel survey, the paper makes an empirical Research on the quality of service Jinjiang Hotel. The service quality gap model is used to conduct the guests and employee survey. By empirical analysis, it discovered the main problem of the hotel service quality as well as the reason for these problems. Chapter IV is the planning and implementation of culture, the moved culture which is summed up by the practice has been to the unique enterprise culture of Jinjiang.This chapter analysis the target and the connotations of moved culture. Finally, with the practice and implementation of the culture, the paper analysises the effect of the implementation of moved culture to the quality of services, and give the enlightenment to other hotel.