The Comparative Analysis Of Service Quality Enhancement In International Brand Hotels

After our country's entry into the WTO, market-economy is tending to perfection, and competition in market is also becoming fiercer and fiercer. Most enterprises are paying more attention to the technology, but the quality as an ancient subject is still the key to achieving the competition for an enterprise. Besides, with the development of society and the emergence of service economy, service competition has become the new field and main battlefield for enterprises. Service quality is growing to be the core of quality and turning the chief melody of service competition. Under the condition, as the mainstream in domestic service economy, hotel industry is developing with flourish. Not only the traditional domestic hotels are under the reform, but also there are many international brands are entering the market. With the business and leisure travelers are getting more mature as well as the severe competition between the different international hotel management groups, domestic high-end hotels are facing the challenge and opportunity. The competition between high-end hotels is not only on hotel facilities, but also on services. Therefore, it will be the main theme for domestic high-end hotels' development in future that how to improve the guest service system and enhance the service value. On the other hand, at present in our country, the level of service quality management is low generally in enterprises, and the furthermore, the present theoretical research remains on the beginning stage. In view of these reasons above, I focus on service quality research, referred to Radisson Hotels' service quality control methods, trying to put forward to theoretical direction to practical operation. Meanwhile, I hope to gain breakthrough in theoretical research.The thesis has five parts. At the first place, I introduce the background and significance of the research of hotel service quality management in theory and practice. Secondly, I expound the main content of service quality management, and introduce the hotel guest service system. Thirdly, I respectively explain and analyze the situation of domestic hotels service quality management. The fourth part is to introduce the method and reaction used by Radisson hotels, not only to monitor the service quality to outer guests, but also to inner guests. The fifth part is the chief originality in the thesis that I find the theoretical research about service quality management is very weak in practical fields of enterprises. After collecting materials, investigating and getting testimony, I summing up the premise of service quality management, the emphases and the key to management. Last, allowing for our national conditions, I put forward to countermeasure to practical questions, being aimed at questions existing in practice about service quality in our country.