Optimization Of Quality Management In Service:a Case Study Of 7 Days Inn

As the service industry in the economic and social status is increasing,the quality of service has become a very promising research topics.With the continuous development of the domestic tourism industry,the domestic hotel service industry is developing rapidly.Economy Hotel occupies a very important position,as a result of price advantage,network advantages,flexible and convenient features in the Tourist hotel industry,loved by the vast number of travelers.Hotel service quality got more and more attention by the relevant industry.In the rapid development of the hotel service,complaint rate is very high,kettle boiled underwear,towels,disinfect bedding phenomena often appear in the media,has brought negative influence to the hotel brand.Quality industry pays more attention to environment and the hardware.Economy Hotel cannot be competitive in hardware because of their business position.They can only enhance the quality of service,as their own advantage.If we can improve the quality of management,the development of enterprises will be greatly promoted,otherwise it will lose the fundamental competition.There are many domestic Economy Hotel brands,7 Days Inn,which was established in 2005,is one of them.The major brands in this industry are worried about their future development,and hope to find ways to improve the quality of service.Therefore,in this paper,hotel service quality management of 7 Days Inn is the research object.It combines theory with practice,research with practice of investigation and data analysis method,through on-the-spot investigation,to explore the optimization of service quality.Four aspects of the 7 Day of hotel service management were integrated,guest rooms,lobby and dining.To find out the existing problems,this paper analyzed the causes of the problems.In personnel management,they are lack of grass-roots staff training and senior management staff work initiative,the information communication channel is long.In hardware management,heavy procurement,but light maintenance.In the choice of strategic development,stores' heavy number,but light service quality.To solve these three problems,this paper puts forward the corresponding optimization scheme,trying to improve the hotel service quality management ability through the optimization scheme.Aiming at the problem of personnel management,strengthen the implementation of the assessment,using online learning to provide a flexible 24 hour staff training mechanism,establish a more flat management system to shorten the communication channels.Aiming at the hardware management issues,the implementation of standardized management procedures,build the manager responsibility system,establish the equipment management network and strict hardware operation and maintenance system.As for strategic development,the hotel service quality management system has to be established.In order to ensure the implementation of the program,this paper proposed the security conditions,they would strengthen the competitiveness of enterprises in the same industry,but also provide a practical way to improve the quality of service for other enterprises in the same industry.