| In an increasingly competitive market environment, customer s' consciousness of self-protection consumption is gradually enhanced. The customers have the intention of from the simple pursuit of material satisfaction to the pursuit of both material and spiritual satisfaction. The hotel industry has been affected by the service quality which is directed linked to the customers' satisfaction and loyalty. It has become an important topic for Jiaxing Fortune Holiday Hotel to find the way out in the fierce competition to be survived and developed with the service quality.Service quality management system is a scientific method for service quality management. This paper has studied and designed a service quality management system for Jiaxing Fortune Holiday Hotel through empirical research, literature analysis, survey and other research method s. Firstly, it simply introduces the background and significance of the study. This paper introduces the definition of service quality, theories of service quality management and the research development trend. It analyzes the service quality problems of t he hotel with the service quality management model and finds out the key reasons causing the problems, which has set up a good foundation for the building of the scientific service quality management system. Secondly, through to the hotel service quality m anagement system design principles and whole frame were analyzed, and the set up of Jiaxing Fortune Holiday Hotel service quality management system. The system includes three sub system, quality of service organization functions are respectively system, ap plication process system, resource system. check subsystem, improvement subsystem and training subsystem. Finally, it discusses the feasibility for running the system and its obstacles and anticipation for the good result.It is hoped that this research can provide a comprehensive and scientific service quality management system for Jiaxing Fortune Holiday Hotel, and provides and helps to improve the overall service level and management ability of the managers, so that the hotel comprehensive competitiveness will be improved. |
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