Analyzing Service Quality and Service Recovery in Hilton Hotel

Customer Service
(Assessment 2)

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................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 a critical aim of a service sectors organisation offering varied types
of facilities to people according to their needs and requirements. Customers are the life blood of
a services based company like a hospitality company. A key to success and popularity for a
hospitality firm is to offers them the best customer services with the focus of keeping them
satisfied and happy and encouraging them for making future purchase for repeat business
alongside maintaining long term relationships (Goodman, 2019). The report is based on Hilton
Hotel an American multinational hospitality company with a wide portfolio of number of hotels
and resorts in varied location around the globe. The report consist of service quality analysis for
of hotel in regards with SERVQUAL model. Moreover, the four acid test of service recovery of
Hilton Hotels are also conducted. Lastly, a survey report is presented with recommendations for
better service offerings to the guests.
MAIN BODY
Analyse service quality with specific focus to dimensions and gaps.
Service quality a key concern of hospitality service organisation as its appropriateness
and accuracy reflects upon hotels or other service company's performance and overall business
generation. Hilton Hotel is a large multinational brand with number of Hotels in varied
geographical locations. Particularly this report talks about Hilton Hotel, London on Park Lane
and overlooking Hyde Park. The property is located on a popular spot gaining huge tourist
attraction. In order to analyse and evaluate the service quality of Hilton Hotel with specific focus
on gaps and separate dimensions with the help of SERVQUAL model.
This is a qualitative analysis model that assist firms and managers in making comparisons
between service quality performances in relation with customer service quality needs of people
visiting hotel. Thus, in simpler worlds the model will enable in making evaluation and
comparison of the provided services to customers in regards with their expectations for seeking
understanding about the gaps if any (Li and et. al., 2019). It is also known as GAP model and
holds five core dimensions or components on the basis of which gaps are identified. The analysis
in relation to Hilton Hotel is presented below: Tangibles- This element is concentrating on physical assets, human resource and other
presentable assets of the Hilton Hotels. The company have huge bundle of resources and