Analysis of Service Quality and Acid Tests of Service Recovery in Leonardo Royal London City

Customer Service 11

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Analyse of service quality by focusing on dimensions and gaps...........................................3
Demonstrate knowledge and understanding of the acid tests of service recovery within the
hospitality organisation..........................................................................................................4
Prepare a survey report with recommendations for better customer service..........................6
Recommendations:...........................................................................................................................7
CONCLUSION................................................................................................................................8

INTRODUCTION
Customer services are defined as a perspective that is part of service sector organisations
that are offering large number of facilities to individuals so that they are able to match product of
company and services according to requirement of individuals. Leonardo city tower hotel is one
of largest British hotels that is offering hospitality facilities to customers (Kim and Baker,
2019). Present report is based on analysis of service quality by focussing on gaps, demonstration
of knowledge based on acid test and then preparation of a survey report along with
recommendation for enhancing customer service level.
MAIN BODY
Analyse of service quality by focusing on dimensions and gaps
Meaning of SERVQUAL model: It is a model that is based on making a evaluation of five
perspectives that includes whether content that is are the procedures followed in a organisation.
It is a service quality framework that is developed and aimed to measure the scale of quality in
the service sector industry. Some of the aspects that are part of this model includes the cost of
quality, statistical process control, service process Control and attitudinal service guarantee.
Application of SERVQUAL:
The service quality is regarded as the key concern for different hospitality organisations
according to different aspects to reflect factors that are part of business performance. It is a
qualitative model that is adopted by managers for making comparison with different service
quality measures (Mahr, Stead and Odekerken-Schröder, 2019). It is a model that is used for
purpose of identification of any type of gaps according to five basic components and dimensions.
The analysis of model with respect to Leonardo Royal London City is mentioned below:
Tangibles- The tangible element is focussing on physical assets, human resource and
other tangible elements that are visible to customers. It consist of equipments, facilities,
personnel appearance. All these factors in Leonardo Royal London City include premium
bedding facilities, ironing boards desks, toiletries, hair dryers, coffee makers, free newspaper are
actually leading to customers having a high satisfaction level in terms if availability of wide
range of products to enhance their experience of stay. It is related to the facilitating goods and
physical facilities that are part of hospitality industry. For example in Leonardo Royal London

City there is focus on cleanliness as major aspects in order to maintain the satisfaction level of
their existing base of customers.
Reliability- It is referred as the ability of organisation to perform and deliver a promise
accurately and dependably. The sites and the customer reviews on trip adviser clearly indicates
the standards that are being maintained in the quality and type of services at Leonardo Royal
London City all these factors when actually experienced by customers lead to identification if
there is presence of any type of gaps in the already made claims and actual service level. For
example in Leonardo Royal London City there is reliability that is required by ensuring a
consistency between the services that are offered to customers in long duration.
Responsiveness- It includes the willingness of a organisation to assist customers in
providing them with prompt services. In Leonardo Royal London City this factor is associated
with the way customer complaints are being addressed and solutions developed for the purpose
of addressing the issues. In Leonardo Royal London City there is a separate department that is
known as customer services department which is specially designed in order to address all the
complaints and provide quick response to respective customer queries.
Assurance- It is regarded as courtesy and knowledge of employees according to their
abilities, confidence and trust. It is the way to enhance customer satisfaction in Leonardo Royal
London City there is a 24 hour desk that is assisting all the customers and solving their queries
(Nwulu and Nwokah, 2018). They are taking care of work such as securing of valuables, tickets,
tours and luggage storage. In Leonardo Royal London City there has to be focus towards
enhancement of customer satisfaction by proving the required assurance to customers related to
their comfortable stay.
Empathy- It is a factor that is related to paying of individual attention and care. In
hospitality organisations such as Leonardo Royal London City it is a factor that is related to
offering customized services. Customised services are offered according to specific customer
requirements. In case of special occasions all the customizations lead to better individual
attention that further creates a higher level of customer satisfaction.
From above made analysis of Leonardo Royal London City it can be summarized that
there can be timely analysis of gaps by the management according to customer responses
(Kesieme and et.al 2018). These responses can be identified according to level of customer