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Control of domestic five-star hotel room key points for customer satisfaction

Author: YangShu
Tutor: LiPingSheng
School: Capital University of Economics
Course: Business Administration
Keywords: Customer Satisfaction Critical Control Point A five-star hotel Guest room
CLC: F719
Type: Master's thesis
Year: 2009
Downloads: 368
Quote: 1
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Abstract


With the acceleration of the process of the development of China 's market economy and economic globalization , the tourist hotel market is facing a new round of growth , bring new development opportunities to the country 's five-star hotels . Meanwhile , since 2008 , by the U.S. subprime mortgage crisis triggered by the global financial tsunami swept entire tourist hotel industry , the five-star hotel is facing unprecedented difficulties and the situation , and how out of the impact of the financial crisis as soon as possible , to calmly deal with complex changing market competition , a challenge was placed in the presence of many managers . The competition between the hotel and its core is the source of competition , service competition . Therefore, how to improve the satisfaction of the five - star hotel , perfect five - star hotel on the passenger service system , to enhance the value of a five-star hotel services will be an important task of our five - star hotel . In this paper, the five-star hotel rooms , customer satisfaction is the key point of concern goals, through network survey , analysis of the key factors affecting the current five-star hotel rooms customer satisfaction , and the establishment of a five-star hotel rooms . Control theory methods of use of management science key points of each of the key points , and specific control methods and recommendations , and cited a number of examples to illustrate the effectiveness of the improve guest satisfaction . For the specific work of the managers of the five-star hotel rooms , for the management of specific links countermeasures and suggestions , and depicts a five-star hotel rooms of the future development direction and trends . The hotel developed very rapidly in the hotel you want long-term success to gain a competitive advantage , must always be concerned about the guests' needs first . This article through the critical point analysis and control methods play a certain role in promoting the development of a five-star hotel rooms .

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CLC: > Economic > Trade and Economic > Domestic Trade and Economic > Services sector
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