Research On Management Of Service Quality Measurement Of Shanghai Classical Hotel

The service quality measurement of Shanghai classical hotels means finding out weakness and various practical problems in the quality of classical hotel service in terms of evaluating and analyzing all processes based on the customer satisfaction. Then taking the appropriate improvements to solve the specific problems in order to improve the hotel service quality, eliminate all kinds of unfavorable factors in hotel development and constantly enhance the ability of hotel to withstand market risks.Service personnel, managers and facilities are put forward requirements during the process of implementing the service measurement system. It can be convinced that the establishment of quality measurement system is an important method to improve the classical hotel service quality management. It can enhance the human resources development and management, improve the personnel reservation, arrangement and inspiration system, can gradually upgrade various facilities of hotel, can update their concepts and innovative management and can constantly promote the classical hotel in accordance with international standards. Therefore, it is out of question that the establishment of quality measurement system plays an important role in improving the service quality of Shanghai classical hotel.This dissertation started with the status quo of the current hotel market in Shanghai, and used the Broadway Mansions Hotel as a typical example to investigate the following aspects:1. Expatiate the status quo of service quality research from home and abroad hotels, and analyze the significance of research of Shanghai classical hotel.2. Make overall depiction of hotel service quality including the analysis of its concept, characteristic and content, discussion of the constitution of hotel service quality and the practical problems in the hotel service quality in our country.3. Focus on the analysis of the problems and main causes in the quality of Shanghai classical hotel's service. 4. Put forward the methods of improving the service quality of Shanghai classical hotels, which means setting up the service quality measurement system. The main research aspects include: the theoretical foundation of the service quality measurement, analysis of the pros and cons of service quality measurement and the process of establishing service quality measurement.5. Investigate the process of service quality measurement by taking Broadway Mansions Hotel as an example among Shanghai classical hotels including the main problems, service quality measurement, analysis and improvement in the management of service quality at Broadway Mansions Hotel.6. Point out the main problems and management measures of service quality at Shanghai classical hotels through the conclusion of service quality measurement process of Broadway Mansions Hotel. Meanwhile, this part also discussed the limitation and certain improvement of current service quality measurement methods.Through the research of the service quality measurement of the classical hotels, we can find that the main problems are: low level of the management, backward service personnel and outdated hardware facilities, etc. To solve these problems, we should learn advanced management experience, strengthen human resources management, enhance the hotel renovation and updating facilities, and solve various unfavorable factors of the hotel development by effectively taking advantage of local classical brand in order to continuously improve the hotel market competitiveness, and the ability to withstand market risks as well as the hotel overall benefits and efficiency, making Shanghai classical hotels not lose their own position in fierce market competition.