The Study Of Service Quality Improvement Of Tianjin Victoria International Hotel

In recent years,with the acceleration of the process of economic globalization and the development of information technology,China’s tourism industry not only grows stronger and stronger,but also develops rapidly,which play’s a huge role in promoting China’s economic,social and cultural development.Hotel industry is one of the three pillars of tourism industry.At present,with the increasing number of hotels,hotel services appear oversupplied.At the same time,the hotel as a typical representative of the service industry,its service quality will directly affect the development of the hotel,so the hotel service quality is particularly important.Therefore,many hotels according to the needs of customers,through a variety of ways to improve the quality of hotel service,to improve customer satisfaction.With a history of 12 years,Tianjin Victoria international hotel belongs to the old five-star hotel in Hebei district of Tianjin.However,in recent years,with the surrounding five-star hotel operations,the Victoria international hotel Tianjin gradually lost its dominant position.Compared with other five-star hotels,Victoria international hotel Tianjin,due to the lack of service awareness and low comprehensive quality of hotel service staff,caused a decline in customer satisfaction,resulting in the hotel performance is not as good as before.Therefore,it is necessary to examine the problems from the hotel itself,find the reasons and comprehensively improve the service quality of the hotel.Under such a background,this paper makes an in-depth study on how to improve the service quality of Tianjin Victoria international hotel.In this paper,Victoria International Hotel Tianjin is selected as the research object to study the improvement of its service quality,mainly from the following parts:the first part mainly describes the background,significance,research content,framework,methods and research status of service quality at home and abroad,the second part is a comprehensive analysis of the hotel service quality,and introduces the service quality.Quality gap model and SERVQUAL model;the third part is to analyze the service quality of Victoria International Hotel in Tianjin Based on the general situation of Victoria International Hotel in Tianjin,through questionnaire survey,and use the service quality gap model and SERVQUAL model to analyze the results of the survey,the fourth part is to discover Victoria International in Tianjin There are some deficiencies in the service quality of big hotels,including the uncoordinated development of "hardware" and "software",the low efficiency,of service quality,the lack of coordination between various departments of the hotel,and the need to improve the quality of staff,etc.,and the analysis of the above problems;the fifth part is the service quality of Victoria International Hotel in Tianjin,aiming at Victoria International Hotel in Tianjin.To improve the service quality of international hotels,corresponding strategies are put forward.Victoria International Hotel Tianjin should regard improving service quality as a key task of long-term development.Through research results of this paper,it can provide guidance for Victoria International Hotel in Tianjin and reference for other hotels in similar problems.