星级酒店服务质量管理体系研究——以青岛海景花园大酒店为例

The Study of Management System about Hotel Service Quality——Take Qingdao Seaview Garden Hotel as an Example

提升酒店的服务质量管理水平是其区别于竞争对手，获得比较优势的有效途径，也是酒店能否取得经营成功的关键。本文选择酒店服务质量作为分析的理论基础，从顾客满意的视角出发，从顾客满意的视角分析了海黄花园大酒店服务质量管理取得成功的要素，这些要素是构建酒店服务质量基础体系、支持体系、监控体系及评价体系的基础，通过四大体系的构建最终形成一个完整的“顾客满意”导向下的酒店服务质量管理体系。

Improving service quality is an important means to differentiate competitors and gain competitive advantages for a hotel. The management of hotel service quality is the key to the hotel＇s success. In this paper, we select the hotel service quality as the theoretical basis; analyze the key elements of service quality management for Qingdao Seaview Garden Hotel from the aspect of customers＇ satisfaction, with the purpose to build the service quality management system of the hotel.