Guideline for Management Development and Service Quality of Boutique Hotels located in Bangkok

Abstract

The research studied the management and service quality of boutique hotels located in Bangkok. The research is a qualitative research. For data collection, in-dept interviews were performed with five participants who work in hotel businesses, which included hotel executives, staffs, and hotel business lecturers. Content analysis method was used to determine the readiness of hotel management as well as guideline development for the management and service quality of boutique hotels located in Bangkok. The result showed that executives, managers, and employees required clear direction, planning, and regular meetings. In addition, guests’ comments were collected for hotel service development. The result further showed that hotel service quality depends on factors such as the tangibility, trusts, reliability, responsiveness to guests’ requests, confidence, empathy and understanding, as well as executives’ capabilities.