On The Standard And Quality Of Service Of The Hotel And Its Relations

As the direction of the hotel industry, the Star Rating Criteria has its special status and meaning. The hotel's service quality is correlated with the Star Rating Criteria, the administrant level and the managerial idea.The study on the Star Rating Criteria and the hotel's service quality including their relationship is lacked, so this paper picks up a specific angle of view and gives some opinions, let us share them.The paper starts with the ISO standards on the service quality, tells the connection between the international standards and the Chinese service quality system. And then, the paper combines it with the reality of Chinese hotel industry. The main conceptions on the quality make us recognized what are the customer concerned, according to it, we can do better.The theories on the administration for hundreds years, both traditional and recent ones, have gigantic use on the hotel's management. The theories on the service, such as the peculiarity of service, the hotel's service quality, the essence theory on the service and so on. They set up a stability groundwork of the whole paper.We should use the international standards for reference, for example, America, additional to Italy and France. As a result, we know the most important thing is the function, not the detail. The standards should pay attention to the service quality, improve it by ages, add more power on the assessment, bring the guild into the play. In short, we must find the gap to them.The Star Rating Criteria has exceptive contribution and the new one which revised in 2003, gives the hotel service quality much direction. It points out what the right orientation on the functions, and it emphasized that the hotel should comfortable, has a whole atmosphere, put the man tothe first place. Meanwhile, it decreased some things that out of times, so that the hotels have more rooms to develop by themselves. Creatively, the new criteria bring forward the platinic five-star, and the paper considers it on a rational way.At last, the author put up the hotel industry of Shanghai for a case, and indicates that the service quality have relationship with criteria, management, price, the customer and so on. The innovation of the criteria should be according to the market, catch up with the ages, meet the world and assort with other industries. The paper shows the growing ways on the service quality and the standard of the hotels. In short, they are networking, thematically, hospitality, homely, humanism, fashionable, economical, contracted, elaborately, greenness.The new things of this paper are these: on the base of standard, there are ten growing ways of the hotels; connect the Star Rating Criteria with the ISO standards inseparably, then put up the conception of all-around controlling on quality from processes to results.