Application of Six Sigma to Hotel Service Management

Service Quality is the core in hotel management. It´s an inevitable choice for the hotel to implement continuous improvement in the light of the request of customers for the purpose to win in the competition. Considering both sides of enterprises and customers, Six Sigma is a kind of management method which emphasizes flow-oriented performance improvement and takes efficiency as the centre on the whole management process. It has got remarkable result for being applied in service enterprises. This paper has discussed a Six Sigma model specially designed for hotels with a view to implement Six Sigma successfully in the hotel industry and provide a theoretical basis and practical path to upgrade the hotel industry overall international competitiveness.