Hotel Management Thesis Sample

 Hotel Service Quality Control Summary
December last year, I came to work in our unit internship Garden Hotel Suzhou, famous Yang began officially become my life work. After entering the hotel, we first continuous learning training started. discontinuity in learning, I deeply understand that the hotel service quality for a hotel's overall image of the shape is very important.
hotels belong to the service behavior. The hotel offers a main product is service . hotel service quality is the life of the hotel, service quality control is the core of the hotel management. Currently, the global hotel market in general is oversupply, different fierce competition among hotels, guests who are able to provide comprehensive quality services, who will be able to provide comprehensive quality services to the guests, who will be able to gain a competitive edge in the market, good economic returns. Service Quality Management is currently one of the hot enterprise management, enterprise competitive advantage to win long-term guarantee. So , to improve hotel service quality, we must establish the correct concept of service quality management. master effective quality of service control. while in the hotel service quality management, must be emphasized that the concept of total quality management to improve the overall customer feeling of hotel service quality, comprehensive and accurate grasp of the requirements of customers, providing services to meet customer requirements, and to customer satisfaction. This is the hotel can be based on the market, and the basic conditions for the development, management of hotel service quality is a basic principle. So , the hotel should understand current and future customer needs, satisfaction with customer requirements and strive to exceed customer expectations, while providing personalized service, is to shop for different individual needs of the guests are provided with targeted services, which create a hotel customer loyalty, pursuit of their long-term interests has an important influence, therefore, the hotel business as a service behavior in the course of activities, services, core accounting components, this paper, the control of hotel service quality are discussed.
Key words: quality service hotel service quality personalized service
Abstract
In twelve month of last year, I have arrived in our practice place of work Suzhou Oasis Hotel, have started me treading the life entering working position formally. In entering a hotel, we have begun to train discontinuous studying first. In molding studying disconnection, my deep acquaintance to the hotel service quality overall image to a hotel be what important.
The hotel is belonged to serve a sexual behaviour. That the hotel is that the product that the guest provides is main is service. Hotel service quality is the hotel life, serving the mass under the control of is hotel management controlcore content. At present, the whole world hotel marketplace is excessive supply as a whole, hotel room competition is different fierce, who is able to provide guest with all-round high grade service, who is therefore likely to provide guest with all-round high grade service, who is therefore likely to get a competitive edge on the marketplace, gain the fine economic effect. Serving quality control is one of the hot spot that current business administration studies, guarantee being that enterprise wins the long competitive edge. Therefore, need to improve hotel service quality, must set up correct service quality control idea. Have the effective service mass under the control of in hand. In serving quality control at the same time in the hotel, must emphasize overall quality control concept, improve hotel overall service quality in customer feeling, various grasping a customer all round accurately requires that providing the service satisfying the customer request, makes a customer satisfied and. This is that the hotel can keep a foothold in the marketplace, joins the main conditions further developing, and is also that the hotel serves fundamental one quality control middle principle. Therefore, the hotel should understand current and future need of customer, demand the satisfied customer and strive for to exceed the customer expectation, but provide to individuation service, pertinency provided by individuality need had by guest of store serves coming being to satisfy diversity, this builds the faithful customer of hotel face to face, run after enterprise long-term interests having important effect, therefore, the hotel is hit by as serving a sexual behaviour in enterprise business operations process, serve a component holding core position, the main body of a book is discussed specifically for hotel service quality controlling has been in progress.
Keywords: First class of service Hotel service quality Individuation service
directory I. Overview of Hotel Service Quality hhhhhhhhhhhhhhhhhhhhh1
(a) the meaning of hotel service quality hhhhhhhhhhhhhhhhhhhh1
(b) the quality of hotel services elements hhhhhhhhhhhhhhhhhh1
II hotel service quality control hhhhhhhhhhhhhhhhhhhhh1
(a) of the hotel service quality and management of the core concepts of hhhhhhhhhhhhhhhh2
(b) standardization of services and personalized service combined hhhhhhhhhhhhhhh6
Reference hhhhhhhhhhhhhhhhhhhhhhhhhhhh8 < br> Thanks hhhhhhhhhhhhhhhhhhhhhhhhhhhhhh9
hotel service quality control methods
First, an overview of the quality of hotel service
(a) the meaning of hotel service quality is the hotel service quality
service activities the hotel can meet the requirements and guest satisfaction and degree of ability. In view of the process of customer service transactions online participation and the inseparability of production and consumption, hotel service quality must be by the customer recognized by customers to identify, specifically, the connotation of hotel service quality, should include the following:
1, the customer perception of service quality is the object of
2, quality of service we should be measured in objective ways, but also by the subjective understanding of the customer to measure and test
3, quality of service production and trade in services during the
4, service quality and customer service transactions in the moment of realization
5, to improve the quality of services needs to form an effective internal management and support system is the nature of the hotel
with the physical quality of the products are very different in content difference between the two is that the quality of hotel service depending on their experience and understanding of the actual experience of the service, the level of contrast, the customer evaluation of hotel service quality and service not only to consider results, and involving the service process.
(b) the elements of hotel service quality
1, hotel service quality, including: technical quality and functional quality aspects. technical quality of the production process refers to the hotel service The results, also called the quality of results, the results of the quality of customer service process at the hotel > 2, the functional quality: refers to the manner and customer acceptance of service with the production and consumption of services in the service experience of the process, also called process quality (Proless quality), process quality that is the hotel service provider is how it works , usually including staff attitude, service efficiency, service program, service, etiquette and service skills, which constitute the main part of hotel service quality.
Second, the hotel service quality control
hotels hotel service quality Lifeline, to improve hotel service quality, we must establish the correct concept of quality of service management, service quality management to follow the basic principles of effective service control, quality control strategies and methods.
(a) of the hotel service quality management is the core concept
Hotel Service Quality management is the core concept of customer orientation can be attributed to the overall quality of both.
1, the so-called customer-orientation customer orientation
customer needs is stressed that service quality, customer satisfaction is the quality of service standard, the hotel customers depend, therefore, the common understanding of customer needs and individual needs, meet customer requirements, and exceed customer, is a modern hotel service quality and management of the basic points.
(1) the common needs of the customer to the hotel, more than a century ago when the founder of modern hotel, clean, comfortable, safe, convenient and eight characters as a modern hotel operators to the pursuit of goals, so far, these eight characters has become the measure of customers to choose the most basic requirements of the hotel.
---- Clean
cleaning, health is a symbol of modern civilization, which not only has the physical meaning of humanity, related to human health, but there is a spiritual, aesthetic significance, restaurants as a service to the public social facilities, but also need to start from clean to meet the tourists and the needs of social civilization, Cornell University Hotel School of Management survey of thirty thousand tourists and 10% of the guests learned that the cleaning agent as the first demand is repeat customers choose the hotel primary consideration.
---- comfort comfortable
operators and architects to create a goal, but also the basic requirements of the hotel customers, comfort from the hotel both hardware and software, staff attitude, service efficiency, customer service means all of the evaluation of comfort, the same spacious, refined decoration and modern equipment, but also give customers a comfort.
- --- easy hotels
customers to choose an important factor to consider is convenience, with the development of society, customers For example, the speed of booking, settlement speed, to meet the special requirements of the degree, and even the means of modern services, etc., to live in a hotel convenient to the customer, will have a psychological feeling of comfort and pleasure, to eliminate all the anxiety and irritability mood. < br> hotels should continue to forecast changes in customer demand, to provide customers with more convenient services.
---- Security
protect the safety of customers is a very important task of the hotel, the hotel is the most customer One of the basic requirements, the customer's security requirements embodied in the personal and property safety, the hotel should be strict waterproof, anti-theft measures and facilities, a group of well-trained fire protection, security personnel, there should be a group of skilled engineering staff and facilities , equipment control measures to prevent accidents accident, the hotel also has a strict food hygiene measures and high-quality, high standards of food hygiene environment.
(2) the individual needs of the customer to the hotel, only by understanding the business guests, the team guests. leisure guests, meeting different consumer characteristics of the guests, the hotel is possible to provide for different customers satisfied with the quality of service.
---- business travel guests, known as the City Hotel's Business facilities and services means higher demand.
---- Team tourist guests efficiency is high, this rate of consumption is mainly reflected in the formalities out of the hotel, luggage transport, restaurants, dining services.
---- leisure guests of the based, thus requiring restaurants to provide a warm family environment and adapt to household consumption of facilities, equipment and services, mainly in accommodation, catering and entertainment. In addition, consumption and leisure guests a warm, but also in the hotel services should be impersonal service, between the hotel and guests have a harmonious relationship.
---- meeting travelers kinds of performance in a comprehensive accommodation, travel, color, overall consumer entertainment; hotel facilities, equipment, overall consumption, overall consumption of this hotel should have adequate service capacity.
2, the overall quality
hotel service quality management, quality management must be emphasized that the concept of improving the overall feel of the restaurant customers overall service quality. hotel concept of total quality management can be attributed to the following seven areas.
---- sexy quality
Hotel perceptual-intensive enterprises are the enterprises, service personnel and customers in contact with each other, exchange process, sociability, and emotional communication etiquette is extremely important to improve overall service quality, hotel companies must develop training, incentives to retain feelings of intensive labor, This requires corporate executives to do the hotel service culture building, the staff put themselves marked for the sake of customers, understand customer needs and expectations of customer care, love customers to provide customers with quality service and caring.
services services some additional services not covered specification. Under certain circumstances the additional services provided.
---- Environmental Quality
hotel service companies in the open operating system for customer service, the service environment The overall feeling of the customers will have great impact on quality of service in the service consumption process, the customer service staff not only act in accordance with and will be based on the service environment in a variety of physical evidence. such as service facilities, services, equipment, service personnel bearing, instrument, service quality assessment. Therefore, the hotel business should be based on the needs of target market segments and the overall marketing strategy requires each service to do the work and management of physical evidence for the customer to create a good environment for consumption in order to improve customer feel the overall service quality.
----
quality customer service process the customer must participate in order to receive services. improve service quality, not just the responsibility of the hotel business, but also the responsibility of the customer, in the consumption process, Customer must comply with socially accepted norms of behavior and service businesses reasonable rules and regulations for service personnel to provide the necessary information, with service staff in order to obtain high-quality service. Sometimes, customers also must use their hands for their services. So and service enterprises should be prepared not only to the management of employee service behavior, and should do the management of consumer behavior.
----
quality hotel services during the process of consumption process simultaneously. industrial enterprises set the quality inspection department, quality control personnel in the process after each inspection of product quality. in the production process can not achieve 100% product qualification rate of the industrial enterprises, are still available through quality work, to weed out unqualified products to provide customers with defect-free products, however, service enterprises in the quality control personnel check the quality of service later, and can not prevent the service errors, but only that service has been provided, customers have poor service consumption. Therefore, the hotel business every employee Quality should be the administrator, the key moment of good service (service personnel and customers access to all services for each critical moment) quality management and inspection work in the service process, each service restaurant companies must step up to the minute not to concerned about the customer. well rival companies neglect the little things, to be competitors of the enterprise and enterprise to distinguish and enhance the competitive advantage.
----
quality relationship between enterprises and customers Hotels relations, will affect the customers feel the quality of service. relations service quality is an important component of overall quality. relationship quality refers to the customer service business sense of trust and loyalty. to enhance the trust of customers, the hotel companies must comply with business ethics , promise, and consciously accept the supervision of the customer, and through quality services and create a good market reputation, and restaurants to provide customers with quality service, customer service personnel to learn more about the special needs and requirements, to provide customers with customized, personalized, diversified services to meet the special needs of every customer. To continuously improve service quality, service companies must proactively seek customer feedback to improve service operations system.
---- Recovery Quality quality of service is well received by business
controllable factors, but also by the enterprise does not control the factors. the overall quality of service management thinking is asking the service enterprise managers the scope to expand service quality management. attaches great importance to customer satisfaction managers will never uncontrollable factors as the minority can not guarantee the quality of service in the industry an excuse. take a series of measures to prevent non-system factors affect the quality of service. uncontrollable factors in the quality of service, they will do their utmost compensatory services to take measures to address the problems faced by customers, for the understanding of the customer.
---- internal quality
to provide customers with quality service, hotel companies must strengthen their internal service quality management. Service Management must lead by example, establish quality services for the service model, requires respect for the customer service staff, managers must first respect the service. managers should strengthen the service culture throughout the enterprise in the formation of senior management at the grassroots level management services, management personnel services for staff, back office staff to front desk personnel services, functions as the service departments business climate.
----
high technical quality of the rapid development of service enterprises improve service quality and management efficiency, provide a promising favorable conditions. hotel enterprises should not only use high-tech innovations, customized services to create efficient operating system, to provide customers with quality service, high-tech equipment and quality control should be the overall quality of management as a important part.
(b) standardization of services and personalized service combined
1, the so-called standardized services, is to store all of the hotel to meet the common needs of the guests are provided with standardized service, its stability Hotel service quality, improve efficiency plays an important role.
2, the so-called personalized service, the hotel is different to shop in order to meet the individual needs of the guests are provided with targeted services, to create a hotel of its loyal customers, and pursue long-term interests have an important impact.
only think of, no can do. With creativity, you exceed customer expectations will not be limited opportunities to remember their names. Let us think about Michael Gerber (Michael Gerber) in his views to the Pacific a small hotel and ye shall. walking in the general Taiwan, a well-dressed woman came out quickly welcomed. just three minutes later, he was led into a room doorman. room, covered with luxurious carpets, French linens, decorative cedar without walls and a stone fireplace. grille next to the fireplace, oak section of Volume barrels paper and matches are all available.
after grooming, Mike went to the restaurant. Check registration, the receptionist has his seat in the restaurant a good book. No booking customers waiting for seats, he was soon received his own seat. That night, when he goes back to the room, the bed has been laid out within the fireplace fire is prosperous, placed a glass of brandy on the nightstand, next to a card that read: needs, please call this. Kathy brand, please enjoy! K polite knock on the door. When he opened the door, it was found lying on the shoes, slippers, to him.
---- standardized service
standardized service is mainly provided by customer service staff should meet the standards, such as check-in, the customer cleaning processes.
(2) service program. service specification to the contents of each of the services provided procedures to be followed. such as: mandatory service period; provided the activities of each service phase. < br> (3) service standards. service specification must be clear standards for each service check. and inspection standards required by the appropriate method should be able to do repeatable measurement and recording.
(4) service interface. Services specification phase to the interface of each service provided, each service should have a degree of inclusive service program with other interface between the content.
---- personalized service
personalized service usually reflect the initiative of crew and from the heart and the emotional exchanges between each, the guests try to speculate on the situation from his psychology. personalized service content are widespread, summed up, can be divided into the following five areas:
(1) a more flexible service. This is the most common personalized service, that is, whether there is a corresponding norms, as long as the customers request, and is reasonable, the hotel to the greatest extent possible to satisfy them.
(2) accident service. As in the tourism process accident is inevitable, guests need to solve the problem, in this case, the Emergency workers are worried about the guests, like the guests want the guest most in need in place in time when the services, guests will never forget.
(3) (PC) Optional services. With the development of computer technology, many countries personalized service through a computer ---- Guest Operated Devices (guests choice device) to implementation. whether an individual message, consumer inquiries, accounts, billing, service or wake-up room (Room Service), Vod demand (room video on demand system), can be adopted by the guest room TV in the room free choice of computer systems and process, which is a high-quality personalized service.
(4) Psychological Services. Those who can meet the psychological needs of the guests (including those customers not raised, but certainly there is the psychological needs) of any personal service are a tremendous surprise for the guests, the hotel staff which requires a strong sense of service, the guests try to figure out the psychological initiative, to serve the guests before the opening. < br> In short, the above view is that during my training and study, learn and master the basic service skills and the use of management, in modern society, the hotel industry is very quickly, I fully understand the sense of hotel and service owed, in future work, I would use up to the actual work for the promotion of tourism development and make its due contribution. hope that more teachers to provide valuable advice, I will keep in mind, applied to practice, for the shortest possible time to achieve their ideals for the future development of tourism to contribute their meager strength.
References:
1, Feng Park, Year 2, Yu Bingyan, Song Chengjiang, , Enterprise Management Press, 1997 5, Wang Dawu, Chen Qi, professional knowledge, rigorous scholarship, improvement of work style, indefatigable noble morality, strict with oneself and lenient towards others in high style, unpretentious, approachable charisma on me. Not only that I set a lofty academic goals and master the basic research methods, but also made me understand a lot of interpersonal and interaction with others the truth. This paper from the selection of subjects to complete each step is done under the guidance of instructors, and devoted a great deal of effort instructors. In this , would like to mentor high respect and sincere thanks!
successful completion of this paper can not do without you teachers, students and friends of the care and assistance. would like to thank Pan Wenyan Hotel Management Department Director and the guidance of distinguished teachers and help; thanks for giving me the opportunity to practice the Home Garden Hotel Suzhou Yangming Forgan, chairman, Wu Wei, general manager of people, friendship, Xu Vice President, Front Office Manager Gu Jianfeng, Wang Huajiang lobby assistant manager of staff guidance and assistance ; thanks and my internship in the hotel with all the students of the care, support and help. in the three-year study period, the tourism management major, and senior students and teachers of all siblings of the concern and help, to express my deep gratitude. Without their help and support there is no way to finish my dissertation, the friendship between classmates forever.
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