The Luxury Business Hotel, Research, Customer Service System

With the economic development in China and the accelerative process of globalization,a new round of growth in the business traveling market will soon come into being,bringing new opportunities to business hotels in China. However,business hotels in China will also face formidable challenges because of ever mature customers as well as increasingly fierce competition in this industry. Therefore,how to improve hotel service system and promote the value of hotel service will become an important subject.This paper makes a research on high-class business hotel service system and proposes theoretical foundation for high-class business hotel on the basis of a comprehensive investigation and analysis of related literatures. This paper also makes a suggestion concerning basic frame for high-class business hotel service system by positivistic study. Meanwhile,it makes investigation of the business customers' degree of satisfaction with both services and facilities,and provides an insight of various business customers' needs. Present situation of high-class business hotel is thereby studied. Based on this,pertinent strategy and countermeasure are put forward on four levels from object (customer),subject (staff),core (service) to facility and guarantee (internal support).