Research On Customer Relationship Management Strategy Of Qingdao HT Hotel In Post-epidemic Era

In the COVID-19 outbreak in China in late December 2019,to prevent further spread of the virus,the central government has adopted an emergency policy to suspend production in unnecessary industries.Among them,the services sector bears the burden.preventive measures have led to lower market demand.As an important pillar of the services sector,the hotel industry has been hit hard by the pandemic.Almost 70%of hotels choose to close their shops,with an average closing time of almost a month.The epidemic caused a huge loss in the hotel business,which led to the closure of many hotels.How to deal with the post-epidemic market is a problem that every hotel should think about.Under this circumstance,this document takes Qingdao HT Hotel as the research object,and enhances the operating profit of HT hotel as the goal.Under the post-epidemic situation,HT hotels face even more severe challenges.How to achieve new growth in the environment epidemic How to solve customer relationship management is a problem worth our further study.During the investigation,in order to analyze the current situation and the relationship with the HT hotel customer,several hotel managers were randomly selected for investigation and observation.The problems encountered by HT Hotel in CRM can be attributed to the following five points:HT Hotel does not understand the concept of CRM,the purpose of CRM is unclear,the CRM process is unclear,the systems Hotel CRM and HT are unclear.perfect,and the organizational structure of CRM needs to change.HT hotel customer relationship management is the cause of these problems:the concept of customer relationship management has not finalized the design,the management of the decision of the hotel without customer relationship management in the hotel development strategy,pay attention to new customer development,old customer service,at the same time,HT Hotel has not carried out the overall transformation of business strategy,senior customer relationship is unfamiliar with management.Finally,the paper found the current situation and suitable development conditions of HT hotel customer relationship management,combined with its current situation and problems,and put forward four safeguard measures,such as cultivating corporate culture,actively expanding innovative marketing,protecting human resources,and establishing effective supervision and incentive mechanism.In the post-epidemic era,these measures are of great significance to enhance the commercial value of hotels and expand their development and increase profits.