Research On Guest Service Of Chinese Restaurant In A Five Star Hotel In Macau

With the China Government policy to allow Mainland tourists to travel to Macau much more easily and the change of Macau Gaming license, Macau's economicdevelopment and tourism industry has been booming rapidly. In the near few years, Macau will gradually added several mega entertainment resort complex, that includes Las Vegas build Convention + Gaming hotels and 5 star international deluxe hotels. Facing the rapid economic development and lack of human resources to support the expansion of industries, enhancing customer service and human resources trainingbecomes Macau's major focus right now.This is a study on 5 star Chinese restaurant service management. It basedon relative service theories and components to make the flow chart to explain the service profit chain system and then the operation process for 5 star Chineserestaurant service. An important analysis tool in this study in value engineering. This tool analyzes the value points from the successful service components to care and focus attention and the philosophy behind the service profit chain. Then new theories were quoted to talk about value enhancement strategies and how to optimize the profit chain of the 5 star Chinese restaurant. The study has used a lot of real life 5 star Chinese restaurant cases and personal experience as example to elaborate and proof the importance and usage of the profit chain theory.