ABSTRACT
The hotel industry was one of the earliest business sectors in China to be opened to the outside world. Foreign concepts of hotel management were first imported into China when the Beijing Jianguo Hotel, the first joint-venture hotel to be managed by an overseas hotel management company, was established in China in 1982. Since then, the quality of service in Chinese hotels has gradually improved, particularly those managed by expatriates. The Chinese government strongly supports the elevation of the country’s hotel service standards as tourism, both foreign and domestic, is booming. For example, the Chinese government has implemented the “Hotel Star Rating” system and the “Golden Keys” concierge system. These are guidelines that hotels are required to follow to meet international standards in products and services. On the other hand, human resource management in terms of concepts, management skills and techniques, and various human resource functions in China are still far below international standards.
