Research On The Application Of Six Sigma In Hotel Management

With China's access to the WTO, the international hotel groups and local social capital have sped up their pace to the domestic hotel industry, which makes the competition in hotel industry more and more fierce. How to improve their own competitiveness and gain a competitive advantage is the key issue the hotel leaders need to deal with urgently. Having created the myth in the manufacturing sector, Six Sigma management has been gradually applied in the service sector. However, it is seldom applied in the hotel industry and it is obviously lack of research achievements. Based on the integrated features of the hotel industry and this method, this paper is designed for the implementation of Six Sigma management style, with a view to provide the theoretical basis and practical path for China's hotel industry to successfully apply this management method in order to gain the competitiveness. This method may also provide a wide range of reference for other types of service businesses.Firstly, the paper gives a brief description of research background and current research and application situations for Six Sigma. Also the significance of this research is presented. Secondly, according to the theory of quality management and Six Sigma management researches, based on the theory of Six Sigma and current situation of hotels, it builds up a Six Sigma model for the hotel industry. The model includes: identifying projects to improve for the hotel, defining the customer key needs, assessing the current status of hotel industry, designing solution, control of new programs and promotion and supporting system which includes high-level attention and participation, the hotel Six Sigma team, education training and customer-orientation. Thirdly, on the basis of the empirical studies, this paper selects a five-star hotel in Changsha, as the sample to testify the model. The research result has been proved successfully.