Human Factors Of Hotel Service Quality Control And Management

With the rapid development of China's tourism industry, hospitality industry is facing intense competition. The customer is increasing demands for hotel service quality. The hotel service quality is the key to remain hotel's market competition, and is related with hotel staff's service work. But in the grim background of human resources, just like high flow rate and decline the quality of personnel, how to ensure the service quality is a difficult problem of hospitality industry. Therefore, this thesis is distinguishing the human elements with the content of service quality to overall study. With my job of hotel human resources management and quality management, I hope to provide some operational and practical suggestions or ideas with hotel service quality management.On the basic of material collection and literature review, this thesis builds the theoretical basis and defines the human factors of hotel service quality. It makes the empirical study with Xiamen XX Hotel: one study is using ABC model analysis method to statistics and analysis the hotel's quality problems in two years for the respects of health,safety,convenient and comfortable, then identifying the key issues of the hotel service quality; another study is designing the questionnaire according to the framework of this research, then distributing questionnaires to the hotel's guests and staffs for finding the differentiator of the expectation and feeling between the hotel guests and staffs, in order to finding the influence factors of service quality.By the empirical study, this thesis classifies the human factor problems of hotel service quality for two aspects: one is the human quantity factor problems; another is the human quality factor problem. For the two problems, this thesis discusses for managing and controlling with human configuration and recruitment in hotel service quality management, human training in hotel service quality training system, humanism culture system in hotel service quality control, personnel incentive system in hotel service quality control.