HZ Hotel Service Quality Management Research

With the rapid development of our country's economy,the tourism industry has entered a rapid development period.As the hospitality industry is one of the pillar industries of tourism,also ushered in the great historic opportunity.And opportunities exist at the same time,also has a relatively fierce competition and severe challenges.According to data released by the national tourism administration in 2018,our country existing star hotel 1.6.As a third-tier tourist city of baoding city is a 5 star hotel 4,8 4 star hotel,not including 4 star and 5 star standard but no formal review of the star of star hotels and resorts.How can so many hotels in beckoning,win customers praise,get a good market reputation and brand? How to find the brand influence continued ascension and the key elements of the business income continued ascension?Strengthen the service quality management,is the key to solve these problems.Modern star hotel in the competition,competition is no longer just the hardware level,customers pay more attention to is the hotel's software level,namely the hotel's service quality.Good service,can let a guest to the hotel from the cognitive,recognition,to linger,has become the clients if they choose to the hotel an important determinant of consumption.How can we provide the high quality service for the guest? This needs to establish a set of service quality management system and security system.This article will take HZ hotel of baoding city as the object of study,in the study of hotel service quality management problems and analysis,find out the cause of problem,and based on ISO9000 quality management system as the research of the theory,the introduction of hotel service quality management,at the same time in the import is not confined to the ISO9000 quality management system,but on the basis of it,combining the characteristics of the hotel industry and HZ hotel actual situation,has carried on the corresponding complement,a systematic quality management will be integrated into the management of hotel each department system and management process,and research on the theory of PDCA continuous improvement theory foundation,proposed HZ hotel continuously improve service quality management work of specific measures,so as to build up HZ hotel service quality management system,for the hotel customers reputation,brand and management income continued ascension to lay the foundation,at the same time as other star hotel service quality management work of baoding city to provide the reference for ascension,and for the whole of the baoding city star hotel service quality play a positive role.