The Realistic Dilemma and Improvement Path of Service Quality in Tourist Hotel Management

Abstract

The recovery of the domestic tourism market is deepening steadily, and consumers’ quality requirements for accommodation services are on a stepped rise. Service quality has become an important carrier of the core competitiveness of tourist hotels. According to the 2025 Report on the Development of China's Accommodation Industry by the China Hotel Association, the overall guest satisfaction rate of China's accommodation industry has reached 86.1 points, while service-related complaints account for 58.2% of the total complaints. Issues such as inadequate implementation of standardization, unstable talent teams, and insufficient digital empowerment have become key bottlenecks restricting the quality upgrading of the industry. Based on public statistical data of the industry and regulatory reports from cultural and tourism departments, this paper defines the core dimensions of service quality in tourist hotels, sorts out the practical constraints on service quality improvement at this stage, and analyzes the underlying causes of these dilemmas. It further proposes practical and targeted improvement paths and long-term guarantee mechanisms, so as to provide practical references for tourist hotel enterprises to optimize their management models and improve service quality.