Analyzing Service Quality and Service Recovery in Tower Hotel London

CUSTOMER SERVICE
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Contents
INTRODUCTION...........................................................................................................................3
ASSESSMENT QUESTIONS.........................................................................................................3
1. Analyse service quality (SERVQUAL) with specific focus to dimensions and gaps.............3
2. four acid test of service recovery in Tower Hotel London......................................................4
3. Recommendation for better customer service.........................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
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INTRODUCTION
Consumer services means that providing facilities to consumers according to their needs
and demands. Organisation must be engaged in knowing about expectations of customers and
should adopt better strategies related to same. This will assist company in growing. Present
report will lay emphasis on Tower Hotel London. They provide accommodation, restaurant, spa
and pool services to consumers. Hospitality organisation is being involved in giving high quality
of services to people. Present report will lay emphasis on Analyse service quality (SERVQUAL)
with specific focus to dimensions and gaps. It discusses about understanding of the four acid
tests of service recovery within the hospitality organisation.
ASSESSMENT QUESTIONS
1. Analyse service quality (SERVQUAL) with specific focus to dimensions and gaps
Consumers have various expectations from the hospitality organisation. Tower Hotel
London needs to be involved in fulfilling consumers personal need and also better desired
services must be provided to them. They should be engaged in analysing quality of services
which is being given by them to consumers. This can assist firm in growing and also achieving
set target and objectives. Consumers can only be satisfied when value is being provided to them
at adequate cost. SERVQUAL model can be used in order to analyse consumer expectations.
With that, it becomes easy to identify gaps which exits and why expectations are not fulfilled.
Service quality is based on five dimensions. It includes the following:
Reliability: In this Tower Hotel London, needs to be involved in performing services
accurately and also by taking into consideration expectations of consumers. They must make
sure that honesty and transparency is being followed by them so that trust of consumers can be
built up (Filimonau and Brown, 2018). This will assist in developing brand reputation. Like for
example receiving mail at the same time each day.
Responsiveness: In this Tower Hotel London must be engaged in making sure that
consumers are treated properly (Niu and Fan, 2018). There feedback must be replied on timely
basis. This will also assist hospitality firm in fulfilling the gaps in their services. It will assist
them in growing.
Assurance: Tower Hotel London must be engaged in building up trust and confidence
among their brand to users. Like for example they must be polite to consumers when handling
their complaints and also staff members needs to be involved in showing humbleness to
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