A study on managing the gaps of hotel service quality expectations

In hotels, there are more or less gaps of service quality expectations because the management, the front-staff and guests perform different roles respectively and each possesses unequal message. To effectively meet guests´ needs and expectations, promises for guests should be made felicitously and guests´ expectations of service quality should be kept at a rational level on the basis of comprehending guests´ needs and expectations of service quality via market research. Meanwhile, to reduce or even eliminate the gaps of service quality expectations, the message about their mutual expectations of service quality should be punctually and precisely passed to the other party by the communication system inside and outside the hotel.