Study On Service Quality Management Systems Of M Hotel

With rapid development of society, people’s living standards improving, Percapita disposable income rising, domestic tourism is booming, and then there’sbright future in express hotel industry after it has been through the valley. Many hotelcompanies have listed their shares, purchased other small and medium-sized hotel, toseize market share by segmenting consumers and multi-brand strategy.Facing such fierce business competition, many hotel make effort to enhancetheir core competitiveness, and service quality is the priority. In service industry,only providing customer great experience and surprise, customer satisfaction willimprove, then hotel will obtain the reputation.M hotel is the target in this paper, understand current situation of service,analyze causes of problem, including lacking the idea of service quality, regulatorymechanisms, unified standard, necessary training.To cure the above problems, M hotel introduce Total Service QualityManagement System, establish three-level structure of service quality, emphasizeconsciousness, form work process and standard, do staff inspects the appraisal, andget good effect. All the staffs turn passive service to active service, proposeinnovative service improvement idea, strengthen customer’s belonging.