Third, to improve and enhance high-star hotel service quality countermeasures
Analysis of earlier research on the theory and practical questions and on the basis for high-star hotel service quality management in our country there are some of the main issues, made the following targeted strategies and recommendations.
1. focus on the details of optimization, improving the quality of software services
Modern marketing theory tells us: satisfaction is when the guests on the actual perception of high-star hotel when results with their expectations, forming a pleasant feeling. Surprise is when the guests on the actual perception of the product when the result is greater than the expectations, forming unexpected pleasant feeling. Visible, prerequisite and guarantee of satisfaction is the surprise, surprise and of belonging to the satisfaction of the target. Can provide to guest satisfaction and the satisfaction and surprise at the service of high-star hotel, will be the guest loyalty. Loyal guests by making high-star hotel with more business opportunities, gain market share, reduce the cost of publicity have a higher benefit, so loyal customers is the foundation of successful high-star hotel. Industry of hotels is served by the artificial person. Hotel’s architectural design, decoration and design, service design and service design is inseparable from the human spirit. Hotel modernization should be combined with the real-life needs of mankind and culture. Development trends and future needs of competition from the hotel, lack of spirit of humane care of the Wei of new services, new management, new business, and culture are not successful innovations. Hotel must be reflected in the design of comprehensive care for people should include the following aspects. Expand the area of the room and bathroom. In the floor, bathrooms, rooms decoration is no longer simply the pursuit of material and equipment used on luxury, but tend to pay attention to style, stressing the theme, improving the cultural content. Such as a holiday home, guest rooms, meeting functional separation; for guests to be more specialised services and have different purpose stay guests can use hotel facilities without interfering; design hotel will be on holiday, guest rooms, meeting function phase separation, and so on. Additional detail there, to focus on some of the advanced nature of the large equipment and construction of more complex services, such as binding, advanced four-colour printing and text, are often encountered in business; bulk copy, printed business cards, laser printing, Internet access and lease negotiation room also in the necessary equipment to facilitate the work and life needs of customers. These items are very common, service efficiency, service and price is the key combination of the three.
2. perfect quality management system for high-star hotel services
To improve the efficiency of high-star hotel service quality management, complete service quality system must be established high-star hotel, making high-star hotel service quality management and quality activities a systematic, standardized, and institutionalized. Issued by the China State Bureau of technical supervision IS 09004-2 the service guide will affect or relate to quality of service factor, divided into four major sections, 20 operational procedures, the formation of service quality assurance running system, and to concretize it. Usually high-star hotel service quality system should include the following aspects, namely quality management organizations, quality policy and quality goals, norms and standards, personnel and material resources, and these points of interaction are interaction between high-star hotel and guests contact. ① establishment of quality management organization; for the effective operation of quality management system, high-star hotel quality management professional bodies should be established, as a guarantee of the quality system. ② quality goal to form a unified corporate image and improve the competitiveness of high-star hotel market, conducive to the formation of high-star hotel members responsible for quality of service mechanisms and atmosphere. ③ develop quality norms and standards; high-star hotel on different segments of the day-to-day management of the service items and service establishment of quality standards, norms and procedures for the development, and staff service rules of conduct. ④ effective allocation of human and material resources; in the resources in the high-star hotel, who is the most important factor. On one hand, to make high-star hotel quality system effective operation and achieve the goal of quality management, high-star hotel should be equipped with qualified personnel: the other hand, high-star hotel quality system should also give full attention to management and staff of quality construction and material resources of the high-star hotels provide services including facilities, equipment and supplies required. In quality management of material resources in the process is equipped with high-star hotel guests according to demand and high-star hotel specification grade, emphasizing applicability. Equipment supplies not reducing service levels, affect the guest’s satisfaction. ⑤ to improve interaction between high-star hotel and guests; high-star hotel and guest to establish mutual trust, mutual cooperation and good interaction, to make guests feel good in the accept service of process quality of service.
3. strengthening training and education, improve the overall quality of staff level
Quality of high-star hotel in China’s high and low is to a large extent affect high-star hotel management and service level. China’s high-star hotels in China’s cultural life and business skills is generally not very high, the real meaning of tourism talents in our country is a scarce resource. Therefore, improving the quality of staff is high-star hotel service quality management’s top priority. Cultivate and create a high quality and relatively stable workforce, but also “WTO” high-star hotel industry in international competition after China Foundation. Training as an important means to increase staff knowledge and service skills, has always been close attention of the international group of high-star hotel. High Holiday star hotel group, Hilton, Sheraton group has its own training base for talents, such as a high school of hotel management. Only in high-star hotel was awarded the United States business community award for highest quality high-star Hotel Leeds a card of Hamilton President Mr Schulz believes that creating high-star hotel “guest-centric” company culture, training is the most crucial factors. The company attaches great importance to training, new managers and employees to accept an average of 250-310 hours of training. High-star hotels and Resorts is Hilton direct “No Train, No Gain” slogan. According to United States high-star Hotel Association statistics on high-star hotels in New York State, training can reduce the waste of 73%. Also found in some studies of high-star hotels, not number of accidents caused by trained staff is trained staff 3 times, rate of flow of trained staff is not trained staff in half. Evident the importance of training.
4. implementing the strategy of employee satisfaction
Since the United States made tourism management company President luosenpasi luosenpasi “employee first, did the second” is the view of the success of the enterprise since the employee satisfaction issues will increasingly high-star hotel management attention. “High-star hotel employee satisfaction in China generally lower, most high-star hotel management is also a lack of sufficient attention on this issue. This is affecting the level of China’s high-star hotel service quality an important problem that cannot be ignored. Employee satisfaction is the staff’s needs are met and after the implementation of the formation of a pleasant State of mind. Therefore, in order to implement the strategy of employee satisfaction, you must first clear the aspirations and needs of staff.
① the staff career development scheme; high-star hotel is the staff to develop a personal development plan will help employees acquire knowledge and skills, in particular the professional knowledge and skills. At the same time high-star hotel with good personal development plan for employees, to promote individual and joint development of high-star hotel, reduce employee turnover, maintaining the stability of high-star hotel service quality, high-star hotel and the staff of win-win purpose. ② established mutual loyalty mode; loyalty of staff in work in the will can society how reduce cost, and improve quality, such on can rich given guests of value connotation and produced excellence of productivity ③ improve staff pay welfare level; currently, within funded high star hotel in and international high star hotel group of competition in the, is large a adverse factors on is on talent of attractive relative insufficient, and caused this a problem of main causes is pay aspects of gap.
5. improving the coordination of internal high-star hotel
Between employees and departments remain highly coordinated high-star hotel is the relationship between premise and basis for providing quality services for guests. Internal coordination to improve high-star hotel, high-star hotels are available from the following three aspects. ① strengthening communication management; high-star hotel internal cooperation must be based on good communication. Guests due to lack of communication within the high-star hotel of dissatisfaction and even complaints examples abound in the higher star hotel daily business practice. High-star hotel should focus on the following several aspects: one is the communication between the different sectors; second, internal communication between personnel; third, communication between the management and service personnel. Through various group activities to effectively promote internal communication high-star hotel, common dining together between managers and service personnel, setting up Suggestions and so on are specific methods for achieving effective communication within. ② implement cross training; high-star hotel internal cross cooperation and personnel training is to improve sector awareness and collaboration capabilities in important ways. Cross training can enhance mutual understanding, easy empathy when problems occur, to improve the coordination of the work. ③ cultivating enterprise culture, high-star hotel’s staff is the core of enterprise culture of shared values. Under such a condensation of the common values, high-star hotel staff and the employees, departments, between departments and to forge a United whole. Enterprise culture should be high-star hotel special highlighting and emphasis on customer-orientation and service orientation. Through this cultural building, train employees sense of global consciousness and service to achieve background serve reception staff service, front desk personnel dedicated to customer service a good situation.
6. the hotel is committed to creating the brand, rather than keen price competition
Hotel enterprise in China and international market, it must work to participate in the brand level of competition. However, judging from the present situation of our hotel business, the situation is not optimistic, competition in the hotel enterprises in China are still at the stage of price competition. Some hotel companies tend to competition as a killer, copper prices, such as China, Nanjing, Hangzhou, Xian, Guilin and other famous tourist cities have had interpretation price war, the result is lower quality, market disruption, image damage, worst of economic benefits. Practice tells us that the price competition is simple, but not of competition the best policy. A hotel to wing the former extension, you must obtain, committed to the brand building of the hotel. Some famous hotels, such as the “White Swan”, “Jinling” as well as some foreign hotel management group management of the hotel “Shangri-La”, “holiday”, “Sheraton”, with its average price and room utilization are among the best in local hotel of its kind, which say that it is a brand. And in some hotels in our country, in a foreign hotel management group management contract, after taking over from the Chinese side, in the fall in prices unchanged, or even, service quality remains stable circumstances, foreign guests booking a marked decline, which also say that it is due to the brand.
① must pay attention to the brand name, the hotel brand name must be unique, appropriate and available memory, and must strengthen the trademark registration and protection of ② must pay attention to consistent quality, which is the basis for brand. Hotels and services to become a brand, the assumption must be by the guests of the favorite, but, consistent quality is the basic condition. Therefore, the hotel brand-building must be provided from the service of product design, evaluation, feedback to establish a scientific system of tight quality control services. ③ must note the distinct personality, that is, spiritual, different, unique, this is the life brand. This is mainly reflected in the visible material culture and spirit of the intangible cultural aspects. At the same time, must be detail oriented, meticulous, strive for perfection. ④ must pay attention to brand communication, it is necessary to establish the brand way. Hotel must be made through the activities and various media publicity to their hotel so hotel guests as well as society as a whole have a great impact, such as the great wall Hotel Beijing “President thank you party”, Beijing Hotel “celebrity press conference” and so on, is a model of success.
Four, closing
Service quality is the lifeline of the hotel industry. No quality of service as a basis, hotels lose in market competition. Course, in China local within health of high star hotel in the also is has service quality good, and operating mechanism sound, and development trend good of hotel of, and number in constantly increased, such as has near 30 years history of Guangzhou Baiyun hotel, and has several ten years history of Shanghai Jinjiang hotel and so on, just this article on China high star hotel exists of problem for theme for analysis, so on good of aspects on ink not more. In the literature research and analysis on the problems of this article on the basis of study on the current quality of some of the key factors of restricting our hotel service. Hope this study for the theoretical study on the quality of hotel services in China to add new content, and our hotel for service quality management practices provide some valuable information.
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