Research On Service Quality Enhancement In GS Hotel

The hotel industry is one of the biggest beneficiaries of tourism industry. With the rapid development of the tourism industry, the hotel number increases rapidly, which lead to peer competition is very fierce cannibals, how to survive in the fierce competition, became the focus problems for the hotels.Since the accession to the WTO, as market economic system ceaseless and perfect, as well as some foreign investors to domestic investment, a lot of the hotels survived from cruel competition, on the one hand, hardware constantly updated and improved, on the other hand, the software continued to be improved, which aim was to improve business performance, increase market competitiveness, all of the efforts has made the China’s hotel industry obtain a breakthrough development. On the whole, like other hotels in China, service quality of GS Hotel has many problems, which mainly performance on quality management consciousness lead to the concept of quality of service of narrow understanding, because the loose quality of management lead to loose personnel discipline, lack of customer needs and expectations of the investigation and study, laying particular stress on the form for the management lead to low service quality, and the hotel’s senior managers have started to realize the importance of the service quality in the hotel management, and started making the issue in service quality, and to the service quality to win the market, economic benefits and social benefit, therefore, the service quality was not only related to the hotel economic benefits, but also related to survival for the development of the major strategic issues of the hotel in the fierce market competition.The current main problems in GS Hotel were the quality of the hotel staff is low and the loss rate of the hotel staff was high, poor coordination in internal departments, management efficiency is low, and poor coordination between software and hardware and so on, in the light of these problems, we put forward to several countermeasures to improve service quality of the hotel. Firstly, we should pay attention to optimized the details of service to improve the software quality. Secondly, we should improve the management system of service quality and formate the file system. Thirdly, we should strengthen staff training education. Fourthly, we should implement employee satisfaction inside hotel. Fifthly, we should improve the coordination among different departments inside hotel. Sixthly, we should commit to create brand and should not keen to price competition. Managers of the hotel only pay attention to the service quality management and control it scientific can build a high quality service hotel.