Service Profit Chain Hotel Business Performance Improvement Strategies Based On Research

The "Twelfth Five Year Plan" period is the China crucial period when China wouldconstruct the world-power tourism. The best period of the developing would be brought to thetourist industry, which is also the important opportunities and developing space to the hotelindustry. Meanwhile, a series of policy measures, such as “the eight forbidden rules”, ispublished since18th CPC National Congress. The new situation would be a huge challenge tothe tourism industry, especially to the luxury hotels industry.Referenced to the relative research literature about the hotel industrycompetitiveness,this paper analyzes the theory of the "service profit chain model", identifiesthe construction process of the theoretical model, discusses the internal relation amongvarious dimensions of the model, build an conceptual model, which contains three dimension:employee loyalty, customer satisfaction and business performance. Further, this paper takesthe Shandong Building as the study object. The questionnaire survey has been done, which isthe systemic research on the hotel staff loyalty, customer satisfaction and businessperformance of this hotel. The professional data analysis software is used to verify theconceptual model. Based on the research result, this paper proposes the correspondingcountermeasures and suggestions. And then, based on the SWOT model, this paper analyzesthe internal advantage and disadvantage of the Shandong hotel`s competitiveness, andidentifies the external opportunities and competition situation of the Shandong hotel`sdevelopment. Given this, according to research result of the comprehensive concept modeland SWOT model, the main strategy of promoting the hotel competitiveness is theimprovement to the employee, customer satisfaction and loyalty, which is the core measure ofthe hotel to improve operating conditions and business performance.The paper puts forward the combination between the service profit chain theory of thehotel industry and the actual state of the Shandong Building. The main point is theimprovement of the satisfaction and loyalty of employees and customers.Combined with theactual state of Shandong building, this paper verifies the “service profit chain model”,analyzes the internal strengths and the external environment of the hotel, and proposes policyrecommendations to promote the competitiveness. Overall, the Shandong Building should improve the quality of hotel service, construct the satisfy and positive atmosphere in order toincrease the staff`s happiness index, improve the satisfaction and loyalty of hotel customers,promote the hotel customers to form the sticky consumption so that the Shandong Buildingwill promote its`operating performance and achieve the sustainable development.