Customer Service in Hospitality Industry: Analysis of Service Quality, Service Recovery and Survey Report

Customer service
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Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
Analyse service quality (SERVQUAL) with specific focus to dimensions and gaps.................3
SERVQUAL Model....................................................................................................................3
Demonstrate your knowledge and understanding of the four acid tests of service recovery
.....................................................................................................................................................7
within the hospitality organisation..............................................................................................7
Prepare a survey report with recommendations for better customer service, after analysing
.....................................................................................................................................................8
tailor made questionnaire............................................................................................................8
CONCLUSION .............................................................................................................................11
REFERNCES:................................................................................................................................12
Books and Journals:..................................................................................................................12
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INTRODUCTION
Hospitality is a broad industry and focus on providing best services to the customers. It is
necessary to note that they must focus on providing quality services to their customers in order to
gain competitive advantage (Köseoglu, Yick and Okumus, 2021). This report is based on
Brown's hotel that has its headquarters in London. They work to provide best services to the
customers in order to engage them. There is discussion related to analysing the service quality
with the help of a model so that the gaps are identified and hotel is able to fill the gaps.
Afterwards, there is discussion related to importance of service recovery and the ways they are
used by the hotel. In the end questionnaire is formulated that helps enhance the services offered
by the business organisation.
MAIN BODY
Analyse service quality (SERVQUAL) with specific focus to dimensions and gaps.
It is important to note that each and every business makes efforts to complete the
assigned work in an effective manner. It is seen that provide best quality service to the customers
is necessary. The hotel must make 100% efforts in order to provide best to the customers. If a
hotel will not work in an effective manner they have to face various gaps. These gaps may cause
problem for the customers and may reduce the brand image of the hotel. It is necessary to note
that there are various number of things that a hotel has to note in order to provide best to the
customers (Sadangharn, 2021). In relation to Brown's hotel they work in such a manner that
helps to provide best quality of service to the customers. It is importance to use the 5 dimensions
of service quality that are stated in SERVQUAL Model.
SERVQUAL Model
It is a multi-dimensional process that that measures the scores between the expected and
perceptions of service quality of the customers based on five dimensions. It helps to measure the
expectation of the customers. The five dimensions are stated below:
Reliability: It is seen that there are some expectations of the customers. The Brown's
hotel work to analyse them and then provide them the same in an effective manner. It can be
defined as the ability of a hotel to provide the service as it was promised. It is necessary for
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Brown's Hotel to deliver the service accurately. For example providing food and beverage to the
guest at the time it was promised (Hudson and Hudson, 2017). It helps to enhance the
satisfaction level of customers.
Assurance: It is the skills and ability of the employees that help them to build relation
with the customers. They are able to gain trust of the customers and then provide them quality
services. By providing good services to the customers help to gain customer loyalty. The
excellent service that are provided by the hotel must also be provided by them in past years.
They must always work on enhancing the quality of service they offer to the customers.
Tangibles: The equipments and other service facilities are tangible in nature. It is seen
that quality service must be provided to the customers that includes used of tangibles as well.
The environment that is provided to the customers and the food are the tangible points that must
be provided to them (Anwar, 2017). The Brown's Hotel provide best quality food and beverage
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