Study On Service Quality Enhancement Of Hua Neng Hotel

As tourism and service industry got fast development,especially service status constantly improved.Makes people started to the nature of the both two industries in the hospitality industry is becoming more and more attention.Increasingly fierce competition between the hotel competitions is actually a competition in the hotel service quality.As a result,more and more hotels begin to pay attention to improve service quality,to meet the diverse needs of the guests as far as possible,make the guest satisfaction.Shandong Hua Neng hotel with a history of 20 years of development belongs to the Jinan area established four-star hotels.In recent years,as more and more the establishment of the four-star and above hotels,Hua Neng hotel gradually lost their dominant position.Hotel service quality is difficult to satisfy the customer,customer's stability is affected.Under such background,this articles on how to improve service quality in Hua Neng hotel more in-depth research.Hua Neng hotel service quality as the research object in this paper.First of all,illustrates the research background in this paper;Second,the definition and characteristic of hotel service quality,comprehensive analysis of the exact makeup of hotel service quality,and introduces the theory of total quality management theory and SERVQUAL;Third,in the understanding of Hua Neng hotel profiles,on the basis of using the service quality gap model and SERVQUAL model,through the design and statistical analysis of questionnaires and Hua Neng hotel service quality comprehensive score of 0.54 points,in the medium level,which have a certain understanding about the present situation of Hua Neng hotel service quality;Fourth,find out the main problems of Hua Heng hotel in terms of quality of service,including hardware and software is not matching,low service efficiency,lack of coordination between different departments,service personnel quality to be improved,and analyze the causes of these problems;Finally,in view of the above problems,from the "hardware" level,hotel staff,hotel service quality standard and the hotel guests resources put forward the corresponding service quality improvement strategy.Shandong Hua Neng hotel should improve service quality in the first place,through the study of this article,hope to improve the quality of huaneng building services have a positive,,maintain and expand market share,at the same time also hope to provide certain reference and reference for other star hotel.