Improving Customer Service in Mayflower Hotel

This report focuses on improving customer service in Mayflower Hotel through service quality analysis, acid tests of service recovery, and survey recommendations. It discusses the dimensions and gaps of service quality, the acid tests of service recovery, and provides recommendations for better customer service based on a survey.

Customer Service
(Assessment - 2)

Table of Contents
INTRODUCTION ..........................................................................................................................3
Analyse service quality with specific focus to dimensions and gaps. ...................................3
Demonstrate knowledge and understanding of the acid tests of service recovery within the
hospitality organisation. ........................................................................................................5
Prepare a survey report with recommendations for better customer service..........................6
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Customers service is one of the crucial element for an organisation when it comes to
improve customers loyalty and to provide positive endorsements in order to enhance the brand
image in much effective and in efficient manner (Milliman, Gatling and Kim, 2018). Including
this, it has been found that a hotel of hospitality sector may effectively enhance the profit ratios
through satisfying customers. In present context, keeping customers satisfied helps a hotel in
improving their engagement which may effectively improve proficiency level as well. Under this
report, hotel that has been taken into consideration is Mayflower Hotel, and this will also be
offering knowledge with service quality analysis with the help of SERVQUAL model. Including
this, report will also be considering four acid test of service recovery of Mayflower Hotel. Away
with this, there is a survey report will also going to be included which will aid in delivering a
number of recommendations in much effective and in efficient manner. This will aid Mayflower
Hotel to enhance customer's experience in rightful ways.
MAIN BODY
Analyse service quality with specific focus to dimensions and gaps.
Service quality is major concern of hospitality industry as accuracy reflects upon the
services which are offered by firm for enhancing their overall business performances. Mayflower
hotel. In context of Mayflower hotel, is the largest luxury hotel having their operations in
Washington. They offer quality services to their customers in order to capture their attention thus
enhancing profitability index including focus on gaps & all dimensions related with
SERVQUAL model (Koc, 2020).
It is model which refers to organisation where Managers utilise these model to evaluate
qualitative aspects in order to make differentiate between the service performance and customer
service quality. It is model which is used by mangers to develop comparison between the
services as well as measures used for enhancing overall performance of company. It also helps to
determine customer satisfaction level in relation for those services which are provided
customers. Top level management of Mayflower hotel utilize these model to identify the
dimensions, gap and components which are discuss below as:
Tangibles-: Tangible refers to those term which includes physical assets, human
resources and equipment’s all are considered as valuable assets of the organisation. Mayflower

hotel utilise effective and efficient way to use resources in order to formulate need and demands
of customer and fulfil them in appropriate manner (Kasiri and et. al., 2017).
Reliability-: Retaining customers and developing strong bonding for those company
which provides a reliable, expertise and focused on delivering services to customers. Reliable is
a terminology which includes expertise and accurate service deliver through the workforce of
company. On that basis Mayflower hotel set a criteria and measures performance by providing
high quality services to guest. It also focused on recruitment strategy so hiring those individuals
who are expert in different field and perform well in their operations.
Assurance-: It is ability of working staff to gain trust of customers in order to provides
high quality services. In reference of organisation, the main motive is to fulfil the needs
and demands of customer so it creates value for organisation. Organisation staff provide
guidance regarding product and services to customers so it is easy to manage all functional units
of company. Functional units of company divide work so they can easily handle and deliver
service to end users (Ivanov, Webster and Berezina, 2017).
Responsiveness-: Service industry establishing service station which opened 24/7 so ease
of service for both organisation as well as customer. Complaining redress-al are designed so that
problem can be effectively solve within 24 hours. In relevance of company, service stations
sound effectively by offering service to customer in relation to any sort of problem faced by
them. Identifying needs of guests and accordingly arrangements are made so guest have positive
experiences in their stay time at hotel.
Empathy-: Mayflower hotel customer service department is one of them which is closely
linked to customer so feedback given by guest and organisation implemented in process
effectively. Management of company provides all kind of facility to customer and make them
happier. Therefore, all gaps and dimension of company are analysed in the manner to provide all
kind of facility to end users. Main aim is to satisfy customer and build a healthy and stronger
relationship for longer period of time.
Gap model:
This is effective model which can be used to meet needs of customer satisfaction. This
can be seen that there are different factors which have to be used in order to meet needs. This
will help in meeting needs and performing function by using all these gaps which are identified
in performance. This include different steps which are discussed below:

Gap 1: knowledge gap
This is related to increasing engagement of customer in firm. This is related to using tools
which will helps in building effective subsystem were manager can boost function and using
tools in effective way. There are different aspects which can be used to meet needs and perform
function in effective way. In context of chosen firm, there are different gaps in performance
which have to be meet in order to perform in effective way.
Gap 2: the policy gap
These can be defining as those gaps which have to meet in order to perform function in
effective way and achieve better results. There are different changes in firm polices which have
to be considered in order to meet expectation of polices and perform in effective way. In case of
firm there are different factors which have to be meet and performed in effective way. Hotel can
also use sound polices to meet customer expectation and fill this gap.
Gap 3: the delivery gap
This is related to gap between services deliver by firm and actual expatriation which have
to be deliver. This is essential to meet all these function order to perform, in effective way and
achieve better results. These are essential to perform and manage in effective manager. If
Chelsea harbour hotel suffer from this gap it is because when customer select their products and
facilities which they want from the hotel and it takes time.

Gap 4: the communication gap
This is related to managing gap in communication between firm. This is because it helps
in achieving business objectives and performing all function in effective way. These are
essentials for business. This can be seen in current firm, that their number of differences in
communication performance and performing business work. This can be seen that there are
different factor which have to be used in order to meet customer expectation.
Gap 5: the customer gap
This is major factor which have to be used. This is that factor which have to be used in
order to meet expectation. This is factor which have to be used if the customers of Chelsea
harbor hotel tend to misinterpret the facilities and services provided by hotel leads to occur this
gap respectively.
Demonstrate knowledge and understanding of the acid tests of service recovery within the
hospitality organisation.
Mayflower Hotel is having their own customers service team which handle query of all
customers and develops solution so that problem is not faced in the future time. The complaints
can be registered on the website or by emailing. If firm had to execute changes in their recovery
process, then they can implement acid testing techniques (Putra, 2018). In order to meet the
expectations of their potential customers plans and strategies should be developed if this is not
meet then it is defined as the biggest failure for the industry working in diverse competitive
environment. The acid test is evaluated below as:
Apologize- This is the first stage where apologizing is done to a guest before they face
any type of inconvenience and stress faced by client at the time when they are staying at the
hotel. Mayflower Hotel should be polite while regretting for the problem which are faced by
their customers. The customers should have sense of understanding from the chief executive on
behalf of the Hotel members for the difficulties faced by them because of different reasons while
experiencing their stay at Hotel. The complaints are registered in their data base so it does not
repeat in future and executives are working upon those issues (Solnet and et. al., 2019).
Review- This is the next testing where complaints are analysed before generating any
solution. This is very practical approach of executing development in the services which are
offered to guest. Mayflower Hotel have to review the problem for collecting in-depth data about
issues and ways to solve it. This will be beneficial for the execute working on the problem to
find out most effective solution for solving issue. This is another aspect where interest of hotel is

reflected among its guest in relation to the problem faced by them and implementing the best
solution for resolving it.
Fix and Follow Up- This is the most effective test as the problems registered are reviewed
effectively for finding and implementing the best solution so that query is resolved. The follow
up and fixing test is where customer support administrative of Mayflower hotel will be
addressing the problem faced by their guest and proving the best solution that can be
implemented at the same time which is in their hands so that customers will be satisfied and their
negative aspects will turn into positive. If the client agrees on the solution, then call should be
answered for feedbacks and analysing their satisfaction level. Apart from this call will be
beneficial for knowing the satisfaction level of guest as compensation is given to them for the
difficulties faced by them during their stay. This will also encourage guest to develop strong
relations with Hotel in order to enhance growth and establish brand image.
Document- This is the last testing phase related with documentation of complaints and the
overall process used for resolving query. Mayflower hotel should document every single step
used by them for solving issues faced by client & satisfying them with the current services
offered. This will be valuable for hotel for determining their database and offering them high
quality services for future aspects of their client. The documentation of problems & customers
will help them for serving better in the future perspective thus enhancing their overall goodwill
(Bovsh, Hopkalo and Komarnitskyi, 2020).
Prepare a survey report with recommendations for better customer service.
Background of the survey
Present survey is specifically designed and developed to improve the proficiency level of
Mayflower Hotel as it will enhance the hotel's productivity through considering various
approaches to better consumer services. Some of the developed questions are presented
underneath:
Survey questions
1. Did you get detailed information in relation with your query for check in and check out
time period ?
2. Was the variety of food up to the mark which is offered by Mayflower Hotel ?
3. How was your experience in relation with amenities and accommodation services offered
by Mayflower Hotel?

Survey methodology
The particular research methodology which has been taken into consideration by
researcher while conducting the survey is qualitative methodology as it is based on feelings of
customers. All the questions that are going to be asked from clients are linking with guests'
perception. Including this, 100 respondents as potential customers of Mayflower Hotel are taken
into consideration who will be answering the developed survey questions.
Presentation of survey report
 It is broke down from the above review on the client care of Mayflower Hotel which has
following reaction whose result has been estimated by embeddings positive and negative
layer because of questions.
 In relation with the first question, out of 100 respondents, half respondents were content
with the administrations being offered to them from front level officials of the Mayflower
Hotel. 79% respondents commented the administration as normal with being minimal
unsatisfied from administrations and staying 21% respondents were troubled from the
front level tasks of the Mayflower Hotel.
 Second question, which has been asked from 100 individuals, 75% of the individuals
denoted the quality and taste of the food as astounding and the 25% respondents
demonstrated their unacceptable involvement with benefiting the food because of late
convey of food on the tables.
 Lastly the third or final question, that has asked from total number of 100 respondents,
78% indicated their fulfilment towards housekeeping execution and 22% respondents
were unsatisfied with the housekeeping because of late accessibility of administrations.
Recommendations
From the above business report, it is highly recommended that Mayflower hotel should
develop plans for making improvement in their front desk services offered to guest and this can
be achieved by recruiting more staff members with full energy so they can offer services to guest
according to their requirement. The first impression on guest should reflect a positive note as if
the customers are not satisfied with the services then they will give negative review about the
hotel to their dear ones and this can be one of the reason behind decrease in number of customer
in the competitive business environment. Training activity should be organised for all the staff
members for managing all type of guest and resolving their query thus developing positive

impact on their potential guest who are willing to use their services (Murphy, Gretzel and
Hofacker, 2017).
The food managing department of hotel must enlarge some tools so that best services can
be offered to customers in less time ensuring high quality of food & taste of products. It is
recommended to use innovative technology for performing their operations such as entry through
use of mobile application, wireless charging & security of guest property, Face recognition id for
early check in & payment can be made easily this helps in saving time of customers. The Hotel
should also plan for recruiting trained & skilled staff who can user high technology equipment
for offering advances services to their users and mange working of Mayflower hotel in effective
manner.

CONCLUSION
The above mentioned report determines aspects of customer services and their
effectiveness for delivering effective services which includes need & importance of serving
customers with high influence rate. Customer service is an idea which rotates around customer
expectation and what is being delivered to them. Hospitality firm should develop appropriate
measures to deliver best services to customers so that balance is maintained among their relations
and encourage future purchase in favour of brand thus enhancing brand loyalty.

REFERENCES
Books and Journals
Milliman, J., Gatling, A. and Kim, J.S., 2018. The effect of workplace spirituality on hospitality
employee engagement, intention to stay, and service delivery. Journal of Hospitality
and Tourism Management, 35, pp.56-65.
Koc, E., 2020. Do women make better in tourism and hospitality? A conceptual review from a
customer satisfaction and service quality perspective. Journal of Quality Assurance in
Hospitality & Tourism, 21(4), pp.402-429.
Kasiri, L.A., Cheng, K.T.G., Sambasivan, M. and Sidin, S.M., 2017. Integration of
standardization and customization: Impact on service quality, customer satisfaction, and
loyalty. Journal of Retailing and Consumer Services, 35, pp.91-97.
Ivanov, S.H., Webster, C. and Berezina, K., 2017. Adoption of robots and service automation by
tourism and hospitality companies. Revista Turismo & Desenvolvimento, 27(28),
pp.1501-1517.
Putra, A.P., 2018. ENGLISH USAGE BY CUSTOMER SERVICES AND HOSPITALITY
SECTION STAFFS AT T2 PT. ANGKASA PURA 1 (Doctoral dissertation, Universitas
Airlangga).
Solnet, D., Subramony, M., Ford, R.C., Golubovskaya, M., Kang, H.J.A. and Hancer, M., 2019.
Leveraging human touch in service interactions: lessons from hospitality. Journal of
Service Management.
Bovsh, L., Hopkalo, L. and Komarnitskyi, I., 2020, May. Leadership in the Client-Centred
Service of Hospitality. In 6th International Conference on Social, economic, and
academic leadership (ICSEAL-6-2019) (pp. 128-135). Atlantis Press.
Murphy, J., Gretzel, U. and Hofacker, C., 2017, May. Service robots in hospitality and tourism:
investigating anthropomorphism. In 15th APacCHRIE conference (Vol. 31).