The Research About Bangkok Shangri-La Hotel Service Quality Management Strategy

Thailand is a more developed tourism country, It not only holds rich natural and cultural tourism resources, but also the travel service has its own characteristics. The government of Thailand attaches great importance to tourism development, hoping to boost their economies through tourism and prosperity. In recent years, with the continuous improvement of the economic development and the amount of visitors to Thailand increasing, International tourists need higher quality of hotels service.The government of Thailand has increased funding for hospitality to improve the hardware facilities and the service quality management, and achieve the goal of establishing the image of Thailand’s tourism and enhancing the international competitiveness of tourism development. To become the profession lead goal in Thailand currently, the many major hotels enhance service quality management through identify them gaps of service constantly in the process of operation. For Intense competition between in Thailand hotel industry and the entrance of international both renowned hotel brands, let the quality of service management in the hospitality receive more attention. In order to expand market share and enhance the competitiveness of the hotel, we should let the hotel’s competitive forces and upgrading the quality of service the hotel guests.The main contents of this paper are the service management situation and existing problems of Bangkok Shangri-La Hotel. The author understands the current situation of the hotel services through combining department internship experience in the hotel and some interviews for on duty service personnel. Bangkok Shangri-La Hotel in the service received many honors internationally. This paper will explore the reasons for the success of the hotel, as well as the questions at hotel operations management, service quality control and countermeasures to enhance the quality of service management. Firstly, it describes the background and significance, research methods and technology roadmap and related literature about quality of service management.Then introduces the concepts of service quality and the theories foundation about psychology, management aspects, as a support of this research. Secondly, it describes of the operating status in Bangkok Shangri-La Hotel, for example the hotel profile, organizational structure, service delivery, services concept etc.Next it analyzes the four main problems and the reasons about the quality of service management, such as staff service skills training is not enough, award system and conditions are not still good enough for inspire employees, the salary system is not reasonable and service quality assessment system still needs to improvement. Finally, it raises strategies to enhance market competitiveness for the Bangkok Shangri-La Hotel in the view of its questions about the quality of service management currently, and provides as reference for the same type of hotel management to enhance and improve the quality of service.Furthermore, the author hopes this research conclusion could provide reference for the study on the theory at the quality of service in the future.