Improving Customer Service in Mayflower Hotel

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: