Analyzing Service Quality and Service Recovery in Hospitality Organization

Customer Service 13
(Assessment 2)

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Analyse service quality along with specific focus to dimensions and gaps...........................3
Demonstrate knowledge and understanding of the acid tests of service recovery within
hospitality organisation..........................................................................................................5
Maintain a survey report along with recommendations for providing superior services to its
customer.................................................................................................................................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Customer services are the provision of services which is provided to its customer for
satisfying their demands. Customer is determined as lifeblood of company which is based on
services such as hospitality organisation. They provide superior quality services to its customer
in order to satisfy them and maintain superior relationship during particular phase of time period.
This assignment is depending upon the hotel named as Marriott London Bridge. It is considered
as well known hotel that provide wide variety of services to its user across the world. This
assignment signifies the analysis of service quality for hotel in respect with SERVQUAL model.
Furthermore, the acid test related to service recovery of Hotel are organised in an appropriate
manner. At last, the assignment of survey must be presented along with recommendation for
superior services provided to its guest in better way (Clouarte, 2016).
MAIN BODY
Analyse service quality along with specific focus to dimensions and gaps.
Service quality is necessary for success and growth of hospitality sector and their accuracy
is totally depend upon hotel and performance of company is completely depend upon services in
an appropriate manner. Marriott London Bridge is large international brand located their
business around the world (Prakash, Somasundaram and Krishnamoorthy, 2016). For assessing
and evaluating quality of service of this hotel with particular emphasis on gaps and dimension by
using SERVQUAL model.
It is considered as a quality analysis model that helps the organisation as well as manager
focuses on making appropriate reason among performance of service quality in connection with
service quality requirement of user who visiting hotel. In simple words, this model help in
evaluating and making appropriate comparison of offer facility to its user in respect of
expectation and understanding regarding gap if any. It is considered as a gap model and there are
five dimensions depend upon gaps are assessed. The analysis in connection of Marriott London
Bridge Hotel which is going to be mentioned below:
Tangible this factor is totally depends upon physical assets, presentable assets as well as
human resources of Marriott London Bridge. The organisation possess quantity of resources and
that is filled with tangible assets and providing support to its user by satisfying their needs and
wants. The Wi-Fi service which is provided by hotel is not proper so there are various