Research On Management Of Service Quality Of Chinese Hospitality

Chinese hospitality's service quality has rise a lot in 20 years, but still has a lot of problemand gap against international advanced hotel. So we need management our service quality useTotal Quality Management. This paper use The Ritz-Carlton Hotel Company and Jinling Hotel ofNanjing' s service quality management model for reference. This paper gives the Total QualityManagement theoretic for Chinese hotels. The main body of this paper is made up of four sections. The first part is a brief introductionon hotel's service quality. It makes clear the definitions of service, quality, service quality and thecharacteristic, composing and the essentials of appraising of hotel's service quality. This sectiongives the basic theory of the analyzing problem of Chinese hotel's service quality and themanagement methods to hotel service quality. The second section of this paper analyses the actuality and the problem of Chinese hotel'sservice quality. This section also analyzes the reason to these problems. This section uses a lot ofinformation of Chinese government's statistics of star class hotels and other medium.The third section of this paper use The Ritz-Carlton Hotel Company and Jinling Hotel ofNanjing's service quality management model for reference. Finally the four of this paper givesthe management methods against the problems of Chinese hotels use the Total QualityManagement for rising the level of Chinese hotel's service quality.