A Study of International Hotel Supply Chain – A Case Study for VIP Service of International Tourist Hotel

• Main Authors: LI ZIH HUEI, 李姿慧
• Other Authors: LUO WEI SHIH
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/8bd4zs

碩士 === 美和科技大學 === 經營管理研究所 === 101 === Hotel business features integration, service-oriented, management with a multi-goal purpose, and it is a leisure business that sells “personal service”. It is not only a new attempt and thinking pattern to apply the hotel VIP service to the supplier’s management system, but also a close partnership between each apartment in the hotel and outside suppliers. However, studying the VIP service in hotel management can be difficult because in flaming competition among hotel’s rivals, hotels rarely reveal their services for their VIP publicly, and only their VIP know what customized services hotels offer them. Thus, the research has been executed in a qualitative case study. According to literature review, data are collected from international hotels through the observation of being a hotel staff to serve VIP, field trips to hotels, and an actual understanding of VIP customized services in detail interviews. The results showed that the satisfactory quality of VIP service depended on the close successful cooperation between the hotel and outside suppliers. For instance, an urgent unsatisfactory room change could result in procrastination for contacting hotel’s room attendants. This may impressed the VIP inefficiently and unsatisfactorily. If the outside suppliers couldn’t efficiently back up amenity center suppliers for the logistic supporting, the VIP service might not be able to meet the VIP customers’ satisfactions and expectations. This study also revealed the importance to a successful partnership between a hotel and outside suppliers.