Research Of Service Quality Enhancement In Suzhou Jinling Guanyuan International Hotel

Suzhou is a famous tourism city in China,it not only holds rich natural and cultural tourism resources,but also the travel service has its own characteristics.The government of Suzhou attaches great importance to tourism development,tourism is fully integrated into the national development strategy system,leading to frontier of state economic construction,become the strategic pillar industry of state economy.Domestic and foreign tourism consumer markets have also put forward higher demands on the quality of hotel services.High star hotels are at the top of hotel system,These hotels are well-rounded with perfect and complete hardware facilities to meet the needs of high-end customers,they have become a window for attracting investment abroad,and to a certain extent reflects the level of economic and cultural development in the region.The fierce competition in the domestic hotel industry,coupled with the presence of internationally renowned brand hotels,has made the hotel industry more concerned with the management of service quality.Only by focusing the hotel's core competitiveness on improving the quality of hotel services and providing high quality services to guests,can we continue to expand market share and enhance hotel competitiveness.In recent years,Suzhou Jinling Guanyuan International Hotel has been experiencing poor business conditions,declining service quality,and low customer satisfaction.Under such a background,this paper used the service quality management theory to design Suzhou Jinling Guanyuan International Hotel as the object.A total of 312 questionnaires were collected,and 280 valid questionnaires were used.This paper uses case analysis method,literature data collection method,field survey and interview method and other research methods.Through the customer survey and analysis,it is believed that the customer's satisfaction with the hotel service quality is not high,which weakens the hotel's competitiveness,and the confidence in combating the hotel products and service innovation,and has an impact on the long-term development of the hotel.The main reasons for the problems of hotel service quality are as follows: it is difficult to create a good customer experience in the condition of facilities and equipment,including the lack of effective management of facilities and equipment,lack of advancement in facilities and equipment service functions;the human resource management system is out of line with the development of the hotel,including the difficulty of satisfying the high star hotel from the quality of the staff,the rapid development of local hotels leads to the loss of personnel,the low satisfaction of employees leads to high turnover rate,and the hotel lacks foresight in personnel management;low coordination among the departments in the hotel;There are deviations in service quality management,including deviations in the implementation of normative service quality standards and the limitations of normative service quality management;hotels lack effective service quality management mechanisms,including unclear service quality management responsibilities,unreasonable service quality incentive mechanisms,and services.The quality management system is incomplete.This article believes that improving the quality of hotel services can take measures in five aspects: First,it will further improve the level of hotel hardware facilities,including updating and improving hardware facilities,improving facilities and equipment management levels,and innovating facility and equipment service functions;Second,it is to do a good job of human resources.Effective management,including the effective allocation of human resources,focusing on staff training,and the long-term management of human resources;third,the construction of a hotel service culture;the fourth is the implementation of customer stickiness service quality management;fifth is to promote the establishment of a comprehensive the quality management mechanism includes the continuous improvement of hotel service product quality,the implementation of the benchmarking management law,the appropriate authorization of employees,the emphasis on the concept of "source quality",the promotion of full-staff participation,and the supplier's quality assurance.This topic proposes a new approach to the management of customer stickiness service quality,the development of employees from training,and the improvement of management of retired employees.