酒店竞争的关键是服务质量 : 以杭州A酒店为例

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酒店竞争的关键是服务质量 : 以杭州A酒店为例

 

Author: 张颉明
Zhang, Jieming
Title: 酒店竞争的关键是服务质量 : 以杭州A酒店为例
Jiu dian jing zheng de guan jian shi fu wu zhi liang : yi Hangzhou A jiu dian wei li
Degree: M.Sc.
Year: 2005
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- China -- Hangzhou -- Case studies
Competition -- China -- Hangzhou -- Case studies
Department: School of Hotel and Tourism Management
Pages: vii, 81 leaves : ill., charts ; 30 cm.
InnoPac Record: http://library.polyu.edu.hk/record=b1896912
URI: http://theses.lib.polyu.edu.hk/handle/200/5465
Abstract: Hotels have been in China for a long time, but modern hotels only appear about twenty years ago. From this point of view, hotels are a new industry. Modern hotels develop in China from 150 tourist hotels with 17,000 rooms in 1979 to 8,880 star-rated hotels with 897,260 room in 2002. (Li Yuan, Hotel Comfort Level, International Hotel, 2004. 08, p62). With the rapid development of hotel, and more demanding guests than before, the hotel competition becomes more and more serious. Some hotels are competing hard to avoid loss, and some hotels' businesses develop smoothly and get high reputation, and win good market position in competition. In the situation of keen competition, what does a hotel rely on to keep its business success? This study chose hotel A as a case study. The reason of choosing this hotel is that the hotel was built in 1950's, the hardware is quite old compared with those hotels established in the recent years. Because of this, the hotel has not been rewarded as a five star hotel, but its market share is No.1 in the city that this hotel located, and it has the highest ATR, which is better than its competitors including some five-star hotels. With its facility condition, achieved such a good business result, means that hotel A must have some areas which are much stronger than its competitor hotels. The study analyzed hotel A's guest survey result, with the business result during that period. Findings show that excellent service is a base of hotel development, and excellent service includes every area of hotel's day to day operation, from setting up policy to fully implementing the policy, and it involves from general manager to line staff. Excellent service is not a simple watchword, but a set of systems. A hotel always offers best service to its guest, it will satisfy guests and finally wins guests, and benefit both.

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