Construction and Evaluation of Hotel Service Quality Management System Based on Customer Value Creation

Dalian No.16 Middle School, Dalian, China

^* Corresponding author: junbowang2024@163.com

Abstract

In the current fiercely competitive environment of the hotel industry, how to attract and retain customers through high-quality services has become a challenge. The construction and evaluation of a hotel service quality management system based on customer value creation is particularly important. This article will explore how to construct such a management system and how to evaluate it. Building a service quality management system centered on customer value requires hotels to have a deep understanding of customer needs and expectations. It not only includes providing basic accommodation services but also involves providing innovative and personalized service experiences for customers, such as customized travel plans, personalized room configurations, etc. Hotels need to continuously understand changes in customer needs through customer feedback, market research, and other methods in order to quickly adjust service content and ensure the timeliness and relevance of services. The construction of a hotel service quality management system also needs to focus on employee training and motivation. High-quality service comes from the professionalism and enthusiasm of every employee. Therefore, hotels need to regularly organize training on professional skills and service concepts while improving employees’ service motivation through reasonable incentive mechanisms.