The Employees' Roles on Service Delivery : Case Study on Haibin Hotel & Westin Hotel in China

Aim: Nowadays, China‟s hotel industry has developed rapidly and makes a great contribution to service industry. Nevertheless, there are still various problems in the hotel industry. There is a lack of suitable human resource strategies to develop employees qualitatively and quantitatively, which is the main internal reason. Therefore, with the evaluation of whether the Haibin Hotel and Westin Hotel are aware of the importance of the employees in service delivery and research on how the two hotels develop people to deliver excellent service through human resource strategies, which ultimately reveal that service personnel is playing an extremely important role on excellent service delivery in this paper. Method: This paper investigates Haibin Hotel and Westin Hotel as multiple case studies to study the human resource strategies for delivering service quality through people. In order to examine the validity of previous relevant theories hence put forward the developed theory of service quality delivery chain through collecting and analysing data from telephone interview with managers and survey employees through questionnaires in both hotels. Result & Conclusions: With researching the human resource strategies for improving the employees' quality and quantity, and comparing the differences in service delivery through people in both hotels, we conclude that hotels should highlight that the service employees' play an extremely important role on good service delivery as well as specially emphasize on the service quality delivery through integrating the service culture and human resource strategies into the hotels. Suggestions for future research: One limitation is a lack of customer perception on service delivery. Another limitation is in the telephone interview which cannot yield complete information about the hotel. Two suggestions for further research have been put forward in this paper. One is to conduct more than three case studies that can make the data more rich and effective if the time allowed. Another is adopting face-to-face interviews to collect the qualitative data. Contribution of the thesis: This paper reveals how the important role of employees in service quality delivery and come up with a developed theory could be applicable to other hotels and provide the guideline for other hotels to improve the service quality delivery