Hotel management is an applied subject with strong practicality. The following is my graduation thesis on hotel management and service quality for your reference. Hotel management service quality graduation thesis 1
Modern hotel service quality management
Hotel management service quality graduation thesis abstract
[Abstract] Service is the life of a hotel and an eternal topic. By finding out the gap between Chinese hotel service quality management and foreign hotels, this paper points out the problems that should be paid attention to in improving hotel service quality management.
content of graduation thesis on hotel management service quality
[Keywords] service service quality management
With the development of market economy, service quality has changed greatly from cognition, concept, connotation to requirements and standards. Taking the management of service quality as the life of a hotel can be said to be the result of fierce competition in the market. For hotels, the most important thing is the competition of service quality. Therefore, strengthening the management of service quality and how to ensure the service quality of hotels are problems facing many hotels.
1. The gap between China's hotel service quality management and foreign hotels
1. The gap in service attitude. Compared with foreign hotels, there is still a certain gap in the civilized quality of employees in some hotels in China. For example, the management level of managers lacks artistry, which leads to employees' slackness and lack of initiative, resulting in a decline in service quality; The service personnel lack enthusiasm, which is manifested as? Mechanical? Smile and? No emotion? Words; The kitchen staff shuttled around the restaurant at will before the guests left the restaurant. The reason for this gap is that there is a traditional thought of despising service in our history, and few people regard service as their own business. The concept of foreign hotel employees is just the opposite. They can correctly handle the change of roles, conscientiously do a good job in service, carefully observe the needs of guests, and provide targeted services and proactive services in time. Be good at adjusting yourself after work and make full preparations for tomorrow's work.
2. The gap in work efficiency. Internationally, the concretization of efficiency is a clear concept of time. How many minutes does it take to serve? Calling a taxi will arrive in a few minutes; If the facilities in the room are broken, how long will it take to repair them? The checkout at the front desk will be completed in a few minutes. Such large and small services have quantitative service standards. Although there is a gap in the specific quantity, quickness and simplicity are the same principles. However, some hotels in China have not yet established the consciousness of service efficiency, and they are often expressed by vague concepts where efficiency is most needed. Such as using? Almost? 、? Right away? 、? Soon? 、? Wait a minute? In fact, it is irresponsible to answer the guests with words like this, and the result will inevitably lead to the dissatisfaction of the guests, especially for foreign guests who pay great attention to time efficiency. Any procrastination is a loss and waste of money. In foreign countries, the smaller the wage measurement unit, the higher the work rate, and the relationship between them is inversely proportional. Domestic hotels generally pay monthly wages and award quarterly (and annual awards), so it is difficult to be clearly linked with the work efficiency of employees, and even if there is laziness+waste, it cannot be directly deducted from the corresponding hourly remuneration.
3. Gap in service specifications. Service specification is the specification and standard that the service quality of an enterprise should meet, and it is the criterion that employees of an enterprise must abide by. Foreign hotel industry calls service standard the internal law of the industry. Some hotels in China have not yet established a complete service standard system, which makes it easy for employees to cause customers' complaints because of the quality of hotel services at work. If the restaurant doesn't have the special menu of the day, and the daily menu is out of stock, it can't be supplied on the same day; The waiter didn't pour the wine at home, and there was no one around to collect the chopsticks, which destroyed the atmosphere of the restaurant. In summer, the air conditioning and ventilation are poor, and the smell of sweat and oil is strong; Business hours are not strictly enforced, and some restaurants don't even have time to turn over the desktop and take out the garbage, which is obviously driving guests away. This is simply incredible abroad; When cleaning, the room attendant moves the guest's articles without authorization, the room essentials are uneven, and the quality of disposable guest articles is too poor to meet the needs of the guests; Individualized service is not obvious, which can not reflect the characteristics of the hotel and so on.
second, to ensure that the hotel serves this? Accommodation? Links in the development of China's tourism industry to continuously meet the needs of all kinds of tourists to provide protection
1. Create a good scene atmosphere. The hotel is also a small society, who is the service target? People? , to? People? It is the deep-seated responsibility and task of the hotel industry to satisfy the wishes of guests of different degrees and occupations. Of course, it is not easy to create a comfortable and convenient environment, and it is even more difficult to create a psychological atmosphere in which emotion and scenery blend. ? Five stars? The hardware standard of the hotel is very specific, but who can tell? Five stars? Hotel? Psychology? What about the standard? In today's world, whether rich or poor, whether foreigners or China people, whether great or mortal, have all kinds of desires, but the greatest wish is? Balance of mind? . If the hotel can create the most easy to communicate, blend and understand? Home? The atmosphere, not more meaningful? Starting from small things, we can grasp the psychological pulse of our guests well, serve them to the real point, be kind rather than attentive, thoughtful rather than tedious, standard rather than rigid, and be enthusiastic rather than a mere formality, so that our guests can feel comfortable naturally from the heart. Enjoy life? Although people have left, I still have a lot of feelings and endless aftertaste. I hope to come again.
2. Create a unique hotel personality. People often say: Hotel, hotel, one is staying, and the other is eating? This just shows the * * * of the hotel. But what really reflects the hotel's personality is still something that nobody pays attention to? Subtle? Place. Whether it is? Hardware? Facilities, or? Software? On the other hand, don't relax everyone? Subtle? What's more, even the main body of the hotel, the clothes, hairstyles, decorations and tableware colors of the waiters can be different? Other? Yes? Me? The characteristics of this hotel. The content of hotel service quality includes the hotel's facilities and service level, so both facilities and service level should be reflected from the general to the subtle? Only me? Highlight the hotel's personality and show that you have nothing, you have me, and you have me. For another example, in terms of service, you should make guests feel that your hotel is different from other hotels with unique thoughtful nuances.
3. Everything? People-centered? . What is the hotel service industry? People? For the center of the industry. Who is the service target? People? -What brings financial resources to the hotel? Guest? ; So is the one who creates wealth for the hotel? People? , is an employee who is engaged in ordinary trivial things in obscurity all the time. Respecting people, caring for people, understanding the personality of each employee, giving full play to their potential, and gaining insight into the brilliance of enterprise spirit reflected from their words and deeds and smiles are the core issues of enterprise management and the most fundamental tasks of enterprise leaders. The waiter controlled this nuance. In order to make every employee develop their potential, they must have the skills and quality to develop their potential. It is the most basic task of the hotel to formulate specific and operational standards and norms for each post and procedure. Hard standards, hard training, hard execution and hard fines are also the basic skills of hotel management. After these hard passes, the service skills of employees will also pass. They can work with ease, a lot? Subtle? The place can also be in? Practice makes perfect? In the process of getting perfect play.
In practical work, many hotel managers unilaterally emphasize the promotion of quality and star rating, do not seriously understand the actual needs of guests, spend a lot of money on improving hotel hardware facilities, and excessively pursue luxury and high-grade physical facilities. The author thinks that the intangible service component is more important in the overall combination of hotel products and services, which can not improve the income of hotel quality investment. The tangible product components of each hotel are often similar. In recent years, the differences between hotels in hardware facilities such as guest rooms are getting smaller and smaller, and it is difficult for hotels to distinguish themselves from competitors through tangible product components. Only by improving the service quality can a hotel effectively improve the satisfaction of its guests, distinguish itself from its competitors and stand out from the competition. Hotel management service quality graduation thesis II
On feedforward control in hotel service quality management
Hotel management service quality graduation thesis Abstract
Abstract: Service quality is the foundation of hotel enterprise life. This paper focuses on the theory and method of feedforward control in hotel service quality management, analyzes some deviations existing in hotel service quality at present, points out the important role of feedforward control in hotel service quality management, and puts forward the methods and measures to do feedforward control well, which puts forward good suggestions for improving the control of hotel service quality management in China.
Contents of graduation thesis on hotel management service quality
Keywords: hotel; Quality of service; Feed-forward control
Chinese library classification number: F287.4 document identification code: a article number: 1672-3198(2117)19-1111-12
Service quality is the foundation for the survival and development of hotel enterprises. Improving hotel service quality and enhancing its own competitiveness is the most direct way for hotels to gain relative advantages in fierce competition. Therefore, constantly improving the hotel service quality and seeking benefits by quality is the only way for every hotel to develop, and it is also the goal of all hotel managers and the core part of daily management.
1 The present situation of hotel service quality control
Quality control is the way to realize hotel service optimization and the main means to improve hotel service quality. The quality of hotel service is the effect of the whole hotel service activity, including the quality of service and service effect. Under the condition of market economy, according to the characteristics of modern service mode, the focus of evaluating service quality is: ① to see the advantages and disadvantages of facilities and equipment; ② Look at the quality of physical products; ③ Look at the quality of service behavior provided by hotel staff to guests; ④ Look at the quality of environmental atmosphere. Excellent quality objectives should be good service effect of hotel service personnel, convenient and comfortable facilities and equipment, high quality standards of physical products such as rooms and restaurants, low guest complaint rate and high guest satisfaction. Every hotel manager wants to achieve? High quality? A lot of efforts have been devoted to this goal, and obvious results have been achieved. However, due to the fact that the current hotel management still focuses on the guests' in-store and out-of-store, while ignoring the basic quality and the process management of forming quality, the quality problems caused by service cannot be well handled. Therefore, it must be pointed out that quality control is a systematic project with systematicness and integrity. For service quality control, we should pay attention to the management of people, money, materials, information, time and other factors that form service quality, and pay attention to the control in the process of quality formation.
Modern control theory is a large-scale system control theory. Feedforward control, field control, feedback control, fuzzy control and optimal control are widely used. Hotel is a system closely related to society, and these methods should be said to be applicable in hotel management. As far as hotel management is concerned, service quality control belongs to the category of social cybernetics, which is a concrete manifestation of the application of modern control theory in the social field. With the progress of science and technology and the development of modern control theory, feedback has become the core of cybernetics. However, in hotel management, feedback control can't avoid the bad service quality that has been formed, such as the room air conditioner can't be used normally, the catering products don't meet the requirements of the guests, and the employees quarrel with the guests, thus causing negative effects.
2 the function of feedforward control on service quality
the formation and structure of service quality are analyzed from the hotel service process, which consists of three parts: basic quality, process quality and final quality. Using the control principle to study the formation of quality, it is not difficult to find the internal relationship between quality and control: ① The final quality is the result of quality, and its control point is to obtain the expected operation effect through the analysis and intervention of the three elements of result, information and time, which belongs to typical feedback control; (2) Process quality is the process of quality generation, and its control point is to better complete the planned objectives through the observation and service of the guests who come to the hotel for consumption, which belongs to the field control and real-time control. We should make a concrete analysis of the whole process quality. For example, every service work is a PDCA cycle from planning, implementation to completion, then each specific work in process quality control can appear several situations successively, such as feedforward control, field control and feedback control. (3) basic quality, that is, the elements of quality, which can be further divided into personnel quality, technical strength, quality of food raw materials, facilities and equipment, and service time, etc., and its control point is to discard the inferior, select the best, and select the best through the resources that form quality, as well as the thoughts and behaviors generated by them, so as to prevent any? Deviation? Appear, belong to feedforward control.
It can be seen that cybernetics studies the laws of complex systems. Applying these laws to management practice can get twice the result with half the effort. Cybernetics focuses on predicting the behavior of the whole system. The characteristics of hotel service quality control: the central problem of on-site control is the ongoing implementation activities; The central problem of feedback control is the result of implementation activities, and its control activities are nothing more than the movement process of deviation and correction; Feedforward control, focusing on the prediction of the future state of the system, takes measures in advance to deal with the upcoming situation, not to correct the deviation. Its advantage lies in its initiative, mainly focusing on the control of the future, so the control work is done in advance, that is, the control precedes the result, and its means is to achieve its effect by controlling the influencing factors rather than controlling the result. Therefore, feed-forward control overcomes the disadvantage of loss caused by time delay in feedback control and makes the control behavior positive and effective.
In hotel service quality control, people generally attach great importance to feedback control. Standard? Compare, evaluate, etc. with service quality, and implement? Mysterious person? Inspection and service quality evaluation. In recent years, process quality has also been paid attention to. At present, many hotels have adopted on-site inspection system, which makes quality control have a good start. However, to improve the basic quality and process quality as a whole has not attracted enough attention, and there is still a lack of research and application of feedforward control system. According to PDCA cycle theory, any process of hotel service activities, regardless of the size of the system, can be included in the category of feedforward control for research, so as to implement effective feedforward quality control.
3 concrete methods of feedforward control in hotel service quality management
3.1 Strengthen quality education and establish the concept of comprehensive service
Hotel competition is basically quality competition, so we should carry out in-depth, systematic and long-term quality education to change employees' quality awareness and improve quality control ability; And make all staff establish the concept of comprehensive service, use the thinking method of system theory to understand and deal with quality problems, emphasize the whole process control of quality, and check at every level, so that every link of service