Keon-Wuk Kim


In a recent days the hotel industries, coping with the change of management environment swiftly, are turning to pursue the quality-management of service. The merchandises of hotel are fundamentally rooms, food and beverage, and subsidiary facilities. The hotel in modern times, laying stress on service radically, have being endeavored to minimize the difference between the actual service offered and the expectation of customers on it. Especially because of the essential qualities in hotel, the need of quality-management is demanded to increase. The EFL in hotel is not only the place where the difficulty of producing the merchandise focused on quality is reflected but also the department in which the endeavor of keeping up the service quality and the effective quality-management is demanded. The study on the quality-management, however, is not enough to satisfy the customers and the men engaging in hotels as well as the scholars. The purpose of this study are follows ; 1 . To disclose the signification of EFL in hotel management through the investigation into the conception, the importance and the character of EFL. 2. To know how to control the human resources to realize the improvement the quality service for customers and the quality-management of EFL in hotel. 3. To search the management and problem of EFL in hotel. Therefore, this study is being concentrating on the effective management of EFL and quality service to visualize the long-term profit in hotel business. Recently the environment around the hotel business is rapidly changing, especially in EFL market plan, and so the quality-management of EFL in hotel is regarded as the strategic enterprise to achieve the abiding improvement and development in hotel industries. Thus, the alternative proposal of EFL in hotel is as follows ; First, the EFL in hotel must be focused on offering the individual and differentiated service to induce the positive direction in perceived benefit of the customers psychologically. Second, the EFL in hotel should be aimed to maximize the VAT of hotel in a long-term rather than the statistical profit in a provisional period. Third, to succeed in improving EFL business, it should be necessary for the men engaging in hotel to take the special education, specially in quality service, for the proper education is essential to satisfy the customer's expectation. Fourth, to satisfy EFL, it is very important for all men engaging in hotel to accept the conception of EFL at the unified mind, it is becoming the center of hotel business. Furthermore, the competition in hotel business is focused not only on quantification but also on qualification. I hope that the various studies on the theme will be continued to develop the hotel industries, focusing on customer's satisfaction.

Library of Congress Subject Headings

Hotel management; Hospitality industry--Customer services; Consumer satisfaction

Publication Date


Document Type


Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)


Marecki, Richard


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: TX911.3.C8 K56 1999


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