국내 특급호텔기업의 영업서비스품질 개선에 관한 연구

A Study on and Improvement Service Quality in Seoul` Deluxe Hotel

Recently, food and beverage (F&B) department has become an important source of income for many hotels and it is one of the leading and fastest growing divisions in the hotel industry. erefore, it follows that an F&B employee’s job dissatisfaction can create a devastating blow. Because of this, the purpose of this study was to look for methods in increasingF&B employee’s satisfaction. Questionnaires were provided to customers visiting deluxe hotels in the Seoul Metropolitan area. eir answers provided the following results. First, through the identication of sta skills, providing adequate training, and the understanding of service providing systems and capacities, F&B sta job satisfaction showed improvement as well as creating a more ecient environment which in turn created overall improvements to the industry as a whole. Second, the study shows that work practice and experience levels played a signicant role on the result and eciency of the service quality and service systems. ird, this study showed that all employee satisfaction factors were important to service quality. This study concluded that by identifying the specialties and skills of service personnel and by creating organic, efficient policies that were shared among management and local communities F&B staff satisfaction would improve.