The Management Of High-star Hotel Service Quality In W City

With the continuous development of China’s hotel industry, number of high-star hotel is growing. While substantial increasing of hotels in the country, the hotel service quality problems are more prominent, The focus of competition among the hotel is the mass of the competition.This paper describes the purpose, significance and research background at first:Then provides an overview Quality of service and quality of hotel services related theories. On this basis, through the W City high-star hotel service quality analysis of the status quo, the hotel industry in the region to identify the quality of service management features, methods, and quality of service management process problems. Pearl Hotel is the first four-star hotel in W City, it is a typical representative in the local hotel industry an plays a leading role in the local hotel industry. This paper Select Pearl Hotel as a case, Analyzes hotel and catering services, lobby, and room service three main customer service department for a successful quality management methods and problems. Against this questions,put forward to improve W City high-star hotel service quality management measures.