The Research On Improvements In C&D Hotel Xiamen’s Service Operations

The five-star hotels encounter market bubble after the past two decade explosive growth. The hotels are obliged to give up the dependence on corruption consumption and transit to market orientations. This paper studies the typical state-owned enterprises (SOE) C&D Hotel Xiamen’s improvements solutions to service operations in order to adapt to the sharp change of politics, economy and market. It is aimed to find out the sustainable development model of service operations. The study methods are survey, observations, qualitative and quantity analysis, experiential conclusion and descriptive analysis. The following are the main works and contributions of this dissertation:The theories of service operations, the present situation, principal problem, cause of formation, the design and carrying out of improvements solutions and the effectiveness and so on. This study conclusion is that C&D Hotel Xiamen notes the differences, the advanced experiences don’t bring outstanding performance, the service operations system isn’t linked up closely, the service quality varies from person to person, and the management can’t discover the faults and fail without Poka-Yoke solutions. The strategy of service operations is not clear, the design of service operations system has different defect, the tools and methods of performance appraisal are not scientific.In a word, modern mode of hotel service operations should be improved and perfected. This studies design the improvements solutions to service operations based on total quality which are the warm home away from home strategy plan, the scientific and closely operation system, the high-performance and harmonious team plan, and the scientific performance appraisal and TQ control methods. It gained the excellent performance of customer and staff’s satisfaction, economy and society. C&D Hotel Xiamen is competent to become a fine type of outstanding TQ. The hotel must keep pace with the world’s changes and offer not only goods and services but also experiences—memorable events that engage each customer in an inherently personal way.