Customer Service in Hospitality Industry: Analysing Service Quality, Acid Test of Service Recovery and Survey Report with Recommendations

Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Analysing the service quality with specific focus on dimension and gaps............................1
Knowledge and understanding of acid test of service recovery within the hotel...................4
Maintain a survey report along with recommendations for providing superior services to its
customer.................................................................................................................................5
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Customer service can be defined as the process by which the businesses offer different
services to the consumers. It is just to take care of all the issues which are identified by the
consumers in the services provided to them. Every hospitality industry which is customer centric
industry in which there are divided into several different parts. Considering the hotels, where
different types of services are offered to the consumers so it is the duty of the manager to take
care of the things which has to be provided to the consumers(Bakalinsky and et. al., 2020).
When any of the customer is paying a amount to take any of the service then at that point it is the
responsibility of the manager to provide them so. The reason for this is that they will also want
that they are provided with lavish services according to the amount they are paying. Hilton hotel
is a hotel chain which is having its resorts and hotels in different countries. It is having its
headquarters in Virginia, U.S and was founded in the year 1919. This report will cover
SERVQUAL with its dimensions and gaps, acid test of service recovery and the survey report
with its recommendations which has been sent to the consumers.
MAIN BODY
Analysing the service quality with specific focus on dimension and gaps
Service quality refers to experience of the consumer in comparison with set standards or
expectations. The service quality in the hospitality industry is very essential as this drives the
customers towards the organisation(Houston III, Grandey and Sawyer, 2018). A hotel with high
level of quality in service is capable of satisfying the customer's need and wants. This gives the
respective hotel a competitive edge as this is the most essential thing in the accommodation
industry. In context of Hilton hotel, they continuously work on improving the quality of the
services, further in this report SERVQUAL model is applied to compare the service quality
performance with the needs and expectation of customers:
SERVQUAL model is short for service quality, this model was developed in order to
help the organisation to bridge the gap between the actual service quality and the needs of the
consumer. This model is discussed below in context of Hilton hotel:
 Tangible- This refers to the asset of the organisation that can be seen and touched. The
physical asset of a hotel is the employees that is the HR of the organisation. An asset of
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the organisation which helps in giving a quality service to the customers. In context of
Hilton hotel, they have a good resources in tangible assets which helps in fulfilling the
needs and wants of the consumer. Tangible assets such as the employees of Hilton and
the facilities available at the hotel will help them in living up to the expectations of the
customers.
 Reliability- It is an considered as an essential dimension in the SERVQUAL model, it
revolves around providing the customers with the credibility so that they can trust the
services. In context of Hilton, they have major consistency in providing assistance to the
customers(Raza and et. al., 2020). This helps them in retaining the sense of reliability
from the customer's side. They strictly follow the commitments that has been made by the
hotel before offering them the services.
 Assurance- It means developing a sense of trust in the mind of the customers for the
hotel. This process helps in maintaining a good relationship with the customer during the
course of the business. In context of Hilton hotel, their goodwill helps them in
establishing a sense of assurance in the mind of the customer. Consumer trust the quality
of services provided by the management of the hotel, due to this the they are able to
deliver the service quality as promised.
 Empathy- This means listening and understanding the needs of the customer to ensure
that the customer is psychologically satisfied with what they are provided. The feeling of
empathy is developed only by good communication and comprehension skills. In context
of Hilton hotel, they develop the feeling of personal connection with the customer so they
will will welcomed in the hotel. They follow this because a lot of customers wants
empathy while staying at a different place.
 Responsiveness- This refers to the time taken by hotel management in order to resolve
the query of the customer. A good responsiveness means the problems of the customers
are addressed in a very short period of time. This dimension specially focuses on the two
factors that is promptness and willingness(Aktaş and Can, 2020). In context of Hilton
hotel, their services are prompt which assists the customers in their needs and problems.
They ensure that the customer gets the best service without any delay, this helps in
increasing the customer experience with the hotel. The employees of Hilton are entitled
to provide services in the right order and in the promised period of time.
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