The Service Quality Improvement Of BEM Hotel

Service quality is the key issue affecting long-term hotel operation and brand image,and it is a subject that the hotel industry attaches great importance to at present.The continuous development of domestic tourism has also driven the development of hotel industry.Shishi City has become an important area for the development of hotel industry due to its advantageous geographical location,frequent business contacts,and the large number of diasporas.As one of the local few five-star hotels,BEM hotel is the host place for large-scale events such as business,banquets,conferences,etc.in Shishi City,Higher customer levels and higher requirements for service quality.In order to reduce the impact caused by the decrease of Shishi merchants and further improve the market competitiveness of BEM hotels,the improvement of service quality has become one of the important tasks of BEM hotels.This study reviews the relevant research status of this paper,defines the concept of hotel service,evaluates the hotel service quality based on the customer perceived quality,and clarifies the research methods and improvement measures of hotel service quality.This paper uses the customer-perceived service quality model,namely the SERVPERF model,to summarize the BEM hotel service quality related indicator models,and analyzes the importance and satisfaction of these indicators through the IPA analysis method,and extracts the problems that need to be improved in the BEM hotel service quality.Results Shows that catering services and personalized services are urgently needed to be improved by BEM hotels,and some indicators of responsiveness,guarantee and reliability of services can be slowly improved.BEM hotels have achieved high customer satisfaction in terms of tangibility Degrees,you need to keep it.In order to improve the service quality problem,the causes were analyzed by fishbone diagram method,and the analysis results of the root cause employees,management personnel,management mechanism and service products were obtained.Based on this result,this research proposes that,based on the introduction of the ISO9004 quality standard system,the PDCA cycle method is used to gradually improve and perfect the BEM hotel service quality standard,and urge employees to implement it gradually.Combined with the IPA analysis results,Take the problems that need to be improved as the first cycle to improve,and gradually improve other service quality issues.In order to ensure the long-term and effective operation of the PDCA cycle method,the hotel decision-making layer was proposed to improve hotel managers' attention,funding guarantee,organizational structure adjustment,and personnel structure optimization to provide guarantee for long-term cycle improvement of service quality.The process of analysis and research can provide a certain reference for the improvement of service quality of high-end hotels.