A Research On Customer Value Of High-Star Hotels

With the Olympic Games and World Expo drawing near, some international hotel Group have entered China to speed up the pace. The domestic high-star hotels will be facing unprecedented competitive pressures and opportunities for development. With the expanding of the high-stars Hotel Group, the mutual competition becomes increasingly fierce, especially in high-quality performance for customers on the hotel. Some regions of China high-star hotels already over-supply situation, customers will become more intense competition later. This requires high-star hotels based on customer perspective, in-depth digging the source of customer value and improve customer value, which has become a key to winning a competition.Enhance customer value of the hotels, a few domestic high-star hotels can continue to learn foreign hotel management experience, to provide customers with standardized and personalized products and services to meet customer needs. However, most high-star hotels failed to customer value segments, not establish a complete customer value delivery system, not trying to improve customer value, then promoting the hotel customers value will inevitably encounter bottlenecks and restrictions on its further development.Based on the provision of the hotel customers and customer value theory, the paper constitutes a customer value analysis, and compared the characteristics of different hotels, defined the high-star hotels to the superiority of customer value, further expounded the high-star hotels to the importance of customer value management. This paper focuses on the impact of factors of high-star hotels customer value creation and delivery and makes high-star hotels to create customer value model. Based on high-star hotels for customer value creation model, this paper explores the value of high-stars hotels delivery and operational system. Finally, the paper proposes the focus of customer value management, such as hotel staff management, personalized service strategy, brand strategy, customer relationship management and services remedies.