Research On Service Quality Management System Construction Of Yahai Grand Hotel

At present, with the high speed development of the world economy, it promotes the tertiary industry--the service industry’s prosperity. Tourism as the important component of the service industry usher in hitherto unknown rapid development. Among them, one of the backbone of the tourism industry--the hotel industry also began to face the coexist of competition and opportunities. How to become a talent showing itself in the famous hotels beyond count. And how to based on the grand hotels in the famous tourism city-Qingdao. To solve this problem, it should need their own efforts of the large hotels. How to satisfy the customs, how to provide the perfect services to the customs, and then to improve the competitiveness of the hotel. It depend on the improvement of hotel service quality. The managers of Yahai Grand Hotel know the importance of service quality deeply. They first summed up the problems and reasons of their own hotel service quality. Then they introduce the ISO9000quality system into the hotel service quality management, so as to build a Yahai Grand Hotel service quality management system. After that, customer satisfaction, the hotel benefit and hotel reputation are greatly improved. It brings striking effect and far-reaching significance.This article first studies the present situation of the current global and Chinese service industry, tourism and hotel industry. From the hotel service quality management system’s related overview and quality management system’s relevant theory, we analyse the necessity of Yahai Grand Hotel service quality management system construction. After referring to the change of domestic and international famous hotel which introduce quality management system, the Yahai Grand Hotel was also constructing their hotel service quality management system according to their own features, and then, this paper discusses this system effective operation’s implementation and security. At last, it analyses the implementation operational evaluation and continuous improvement measures of the hotel service quality management system, with a view to other similar hotel service quality management system, and we hope to play an important role in the promotion for Qingdao city hotel industry overall service quality management.