A Case Study Of Service Quality Management In Haida Hotel

In the context of the stable operation of the national economy,residents' consumption capacity continues to improve,tourism demand continues to expand,and the hotel industry shows a booming trend.At the same time,all kinds of hotels are mushrooming rapidly,hotel enterprises are facing increasingly fierce competition setup.In order to win a position in the fierce competition,hotel enterprises must improve service quality from a strategic height.Thus,Forming a case study by the Haida hotel service quality management optimization,I combined service quality related theory with the base feature of the hotel,using the Servqual model from five dimensions to design customer survey questionnaire,find the key service quality management factor.Designing targeted improvement countermeasures in combination with the related theoretical guidance and practical situation of the hotel.Taking Haida hotel as a typical case,through analyzing of the questionnaire,it is found that there are problems in the service management,such as the decreasing of occupancy rate,high complaint frequency,and unclear competitive advantage.Further analysis the causes of these problems focuses on the lag of hardware equipment pairing,low comprehensive quality of service personnel,insufficient hotel space atmosphere,relatively single service content and imperfect service supporting facilities.Therefore,combining theory with practice,targeted improvement countermeasures are put forward.First,moderately enhance hardware equipment supporting,provide effective capital management guarantee.Second,strengthen the comprehensive quality of service personnel,promote the long-term management of human resources,and reduce the staff turnover rate.Third,comprehensively improve the comfort level of the space atmosphere,consider the mainstream style of the public to carry out the hotel renovation.Fourth,enrich the content of hotel services in a diversified way,add some functional areas,and meet the personalized needs of customers.Fifth,enrich hotel service supporting facilities,enhance the service awareness of all hotel staff,improve service response efficiency.Through the case study of service quality management of Haida hotel,it has positive guidance and reference significance for the operation and management of domestic high-end hotel enterprises,and beneficial to cultivate the competitive advantage of the hotel industry.