On the Service Quality Management in the Hotel Industry from the Perspective of All-for-one Tourism

The service quality management in the hotel industry has distinctive characteristics of regional convergences. A new perspective of the service quality management in the hotel industry is to improve the overall service level in travel destinations and to make it consistent with the concept of All-for-one Tourism. Taking Luoyang City as an example, the author conducts an empirical study by selecting 16 hotels in the City. The sample covers three-to-five star hotels and Economic Hotels locating in the administrative region of the city and main tourism counties in surrounding areas. By conducting secret investigations and inspections respectively, the author generalizes five common and prominent problems in quality management, including facilities and equipment, sanitary cleanups, service items, staff and management. At the end of the paper, ten recommendations on the improvement of quality in Luoyang the hotel industry are proposed. This research may be beneficial to enhance the overall service development of the Chinese hotel industry and it can be used as a reference for the supervision, planning and constructive development of accommodation in other travel destinations.