Improving Customer Service in Premier Inn Hotel

Customer service

Table of Contents
INTRODUCTION...........................................................................................................................1
Main Body.......................................................................................................................................1
Analyse service quality (SERVQUAL) with specific focus to dimensions and gaps............1
Demonstrate your knowledge and understanding of the four acid tests of service recovery
within the hospitality..............................................................................................................3
Prepare a survey report with recommendations for better customer service, after analysing
tailor made questionnaire the hotel has sent to their customers.............................................4
CONCLUSION................................................................................................................................7
References:.......................................................................................................................................8

INTRODUCTION
It is essential for every company to focus on the quality of their products and services
well so that they can gain good customer satisfaction. In context of hospitality sector, it is most
essential for them to focus on the quality of their services because they can create a good brand
image by their services only (Adam, Wessel and Benlian, 2021). It is most important for a
company to consider feedback from their clients so that they will get to know what all changes
they are required to adopt for satisfying their customers in better ways. Premier In hotel is
founded in 1987 by its parent company Whitbread. It is headquartered in Dunstable, UK. The
following report will cover analysis of service quality (SERVQUAL) with specific focus to
dimensions and gaps, four acid test of service recovery and a survey report with
recommendations for better customer services within Premier Inn hotel.
Main Body
Analyse service quality (SERVQUAL) with specific focus to dimensions and gaps
SERVQUAL is a research instrument which helps to analyse customer’s perception and their
expectation regarding a products and services or even regarding a company. It will help
companies to analyse their that how much expectation their customers are having for their
products and services. In concept of Premier Inn hotel, this research instrument will help them to
analyse that how their targeted customers will expect for their services to get satisfied. There are
five dimensions of SERVQUAL which is explained below-
Tangibles- It defines physical facilities of a company which they offer to their customers. In
context of Premier Inn, they provide pillows, rooms and many other facilities to their customers
which are tangible in nature and the good quality of these things will help them to gain high
customer satisfaction (Gnewuch, Morana and Maedche, 2017).
Reliability- It is the organisational ability to perform their services accurately according to their
promises. It is essential for every hotel to perform work as according to their promises as they
have done on their promotions. In context of Premier Inn, they promise for good sleep nights to
their customers and for this they work hard to provide better quality of services to their
customers which help them to make their sleeps perfectly good as compared to their
expectations.
Responsiveness- It is the willingness of organisations to help their customers. In context of
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