Research On The Management Of The Service Quality Of The Front Office Of GL Hotel

GL hotel, used to be managed by Holiday Inn for13years(1987-2000), got the certification of ISO9001and ISO14001in2001and was restructured of private enterprise. The nature of the hotel changed, operation mode changed, the staff lost a lot. Ten years past. With the intense market competition and shrinking service personnel market, GL hotel compared to the previous internal norms of degradation and the continuity of weakening. The hotel management recognizes the importance of the service quality.Front Office, is one of the most important departments in GL hotel, is not only the "shop window" but also the "nerve center". It offers the service which includes distributing luggage, assigning rooms, providing information, exchanging foreign currencies, settling bills, solving complains, consulting feedback and so on. The Front Office staff seem to do all things for the guests. Front office service can directly influence customer satisfaction. The good service of Front Office can help GL hotel to assist departments for efficient cooperation, to establish the good reputation, to smooth the realization of the operating budget.The thesis introduces author’s experience in the practice of hotel management. The Front Office management of GL hotel now focuses on these problems:How to improve Front Office’s service quality? How to optimize the organizational structure? How to establish effective work process? How to train the staff? How to motivate employees? These problems have aroused attention.This paper will be carried out from the above aspects analysis to improve the service quality of the Front Office of GL hotel.