Dynasty Hotel Service Quality Management To Enhance The Research

Hospitality industry has been playing as an increasing role in today's social economy. Its quality proficiency has been considered as a very active research topic in today's international management academy. Since China's WTO entrance, the service quality, as a very important and unique factor in domestic hospitality industry, which is accompanying by the fast growing global tourism development and competition, is attracting more and more attention in a worldwide basis.Service quality is considered as the core of a hotel's competitive advantages. The service quality upgrade is one of the most influential factors of a hotel management. In contrast, if it does not follow the rule and trends, however, it will lose the essence of competition.This article takes Dynasty Hotel as its research target. It takes SERVQUAL model of the service quality management theory in order to test and evaluate existing problems. Then, providing relevant solutions to improve service quality accordingly. It firstly clarifying the objectives and meanings of this research which analyzing its object and background and then taking further studies over the definition of service, the concept of service quality, and the evaluation of service quality. It secondly taking actual investigation over Dynasty Hotel of Xi'an. in order to summarize its current service quality status and its problems. It finally using SERVQUAL model to demonstrate and research over the evaluation of hotel's guest satisfaction and staff service disparity. As a result, it is showing that the main challenges of Dynasty Hotel's service quality management are service reliability, service reactivity. In addition, it takes advantage of SERVQUAL model by performing a complete evaluation over Dynasty Hotel's inner guest's and staff's general satisfaction rate. However, according to the feedback, to provide practical solutions fcr improving service quality of Dynasty Hotel by establishing a complete quality assurance system to intensify the managing works over guests and hotel staffs.