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Hotel service quality of superiority and inferiority, by the guests satisfaction of the decision. The satisfaction of the guests = guests the feeling - the expectations of guests in advance. Therefore, in addition to the guests the right expectations, the key is to enhance the guest feel at present, and guests of the hotel feeling, it depends on the availability of hotel guests to meet the demand for services. As we all know, the demand for the guests, both general basic needs, personality and the special needs of even the common demand as a result of time, changes in mood and different. Therefore, it is necessary to meet the requirements of the guests, hotel guests must be in line with existing norms of the general demand for services as well as for individual customers needs and changes in the extraordinary service. This shows that the quality of service norms = + extraordinary service.

On the hotel industry to improve the management of the entire process of customer loyalty

Customer loyalty is a great asset hotel, the hotel will use their substantial contribution (80% of the hotel's profits come from only 20% of the number of loyal customers) hotel customers to occupy the central position of asset management. Customer loyalty to the hotel management is not just the management of existing customers from the hotel the sustainable development point of view, this involves the management of the hotel's loyal customers have, as well as the development of the decline and fall throughout the life cycle of the entire process. Strengthen the management of the whole awareness of the need for give and take in response will help improve customer loyalty hotel management, enhance the competitiveness of the hotel, hotel to promote their development.

To achieve customer satisfaction

Cultivate customer loyalty is a prerequisite to keep customers, the best way to keep customers is to allow a high degree of customer satisfaction. Customer satisfaction because customers have perceived from the hotel was worth more than the original expectations. Customer Value is perceived from the hotel to obtain the products, services, and the image of the value of the sum of all pay their money, time, energy and physical costs of the sum with the poor. When the customer perceived value in excess of its perceived costs, will be a high degree of customer satisfaction. From the hotel to improve customer satisfaction initiatives to improve customer perceived value and reduce the cost of starting customers. There are specific measures: to enhance the quality of service, according to the customer "demand" pricing, to facilitate the purchase, such as providing on-line transactions to facilitate transportation; to build hotel brand, customer perception of risk reduction costs. Consumer decision-making period for the management of customer loyalty only from the conceptual to influence them to wake up and see if it can have a real loyalty to return also depends on our success in attracting customers to this part of the initial transaction experience, the name of the hotel products and services can not, of course, Evoked the "back" the desire. In addition, the first impression of the theory that the initial phase of the transaction management of customer loyalty in the hotel customers in the life cycle of decisive significance. The initial phase of the transaction hotel customer loyalty from the management of customer value, customer loyalty to the pursuit of the objective to provide customers with real quality service for customers back to lay a solid foundation.