The current shortcomings of China Golden Key Hotel

The existing shortcomings of China's Golden Key Hotels include imperfect hotel management systems, weak sense of work responsibility, and low guest recognition and expectations for Golden Key services. There is a common understanding among senior managers in the Western hotel industry that hotel employees provide personalized services, management and care to the hotel's internal guests, and these employees are required to provide personalized services and care to the hotel's external guests accordingly. care. The hotel's communication with employees is limited to skills training and reward and punishment regulations, resulting in a lack of understanding of the hotel culture and a weak sense of work responsibility. The high turnover rate makes hotels afraid that their inputs will be less than their outputs, so they do not increase employee training or improve employee benefits. Guests' recognition and expectations of Golden Key services are low: For hotels, customer satisfaction with services determines the success or failure of a hotel operation. The civilized quality and service attitude of Golden Key personnel cannot meet the psychological needs of guests to be respected, resulting in customers' low recognition of Golden Key and low expectations.