Abstract:

Service quality and customer feedback is considered significant in hospitality industry. This research analyzes the quality services provided by hospitality industry in China. The analysis is carried out through considering the case studies of Chinese hotels and through doing the review of customer feedbacks. It was concluded that service quality standards can help hospitality industry in fulfilling the requirements of customers and to get prosperous. In hospitality sector, total quality management (TQM) is a participatory procedure that empowers all employees’ level to work in the form of group for creating the expectations of guest service and to identify the best way to exceed or fulfill the expectations. There are many hotels in China that are following quality standards like ISO 9000 and ISO 9001 and these hotels have seen improved relationships with suppliers and improved quality in service and product. However, it has been identified that are different other hotels within China that are not following the service quality standards. It was recommended to the staff to be kept acknowledged of the ISO standards in order to observe the value of fulfilling managerial and industrial safety and quality standards.