Managing Service Quality in West India Quay Hotel

Learning Outcomes

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1. Critical evaluation of the main theories and principles of managing service better quality.
Justify the importance of measuring services quality.............................................................3
2) Critical appraisal of the management of service quality for the given service organisation in
the case study, establishing the impact of its current service delivery practices on the
motivation and engagement of staff.......................................................................................2
3) Produce a Customer Feedback System (CFS) framework that the organisation can utilise to
monitor and continually improve service quality...................................................................7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Management performance or Performance management is the process to ensure about set
of activities enhance through better quality as well as outputs is generally positive outcomes
where organisational goals attain effectively manner. The major determine about performance
management helps to manage task for attain specific objective accomplished (Lu, Cai. and
Gursoy, 2019). It is important to having better performance management in organisation as it
provide better plan, monitor and suggest strategies to overcome from challenges and improve
efficiency within productive manner.
In this following report, it is related with case study in which West India Quay Hotel that is
four star service as it has been operated since 2000 AD and situated in o Canary Wharf in East
London, the hotel has 120 modern and stylish e-suite rooms, including standard, executive and
premier. In 2005, they opened a conference and banqueting suite of three event venue spaces
which are suitable for hosting conferences, meetings, weddings and other functions. As further
West India Quay Hotel is facing many issues and feedbacks from customer through TripAdvisor.
The complaints are Lack of service efficiency, good facilities but poor service quality, not having
proper coordination within staffs at the time of food delivering, behaviour and attitude of staff is
not proper enough etc. All these compliant is creating high barrier and generating scarcity of less
interaction with customers (Mariani, Borghi and Kazakov., 2019). For that some steps which
Manager has been opted to instruct employees for their betterment in future. To elaborate
information is main theories of principles that managing service quality, critical appraisal of
management about their services quality which given service organisation also highlight current
service for delivering practise on the practise on motivation and engagement to staff. At last
produce Customer Feedback System framework on which organisation utilise to monitor and
continually improve service quality.
MAIN BODY
1. Critical evaluation of the main theories and principles of managing service better quality.
Justify the importance of measuring services quality.
Service Quality Management encompasses a variety of procedure of assess through assess
the quality towards better service where it generate customer expectation. This gap is
measuring the size about the reality companies are better delivered with provide effective

actionable for better target improvement. There are some major principles of Service
Quality which implement in West India Quay Hotel perspectives:
 Customer focus: The operation is depend about the customer and therefore where it
should understand having better current and further customer need, should meet
customer requirement and strive exceed toward their expectation. In perspective of West
India Quay Hotel, as they are not performing well as well as not focuses on customer
service but staff service quality is not properly improved.
 Leadership: Leaders are on top management in which it established where unity of
purpose and direction about organisation. It should create and maintain the internal
environment where people can become through fully involved in accomplishing towards
organisation objectives (Martín-Rios and Ciobanu., 2019). As in West India Quay Hotel
there is lack of leadership quality where it not properly monitor about towards their staff
performance and there is lack of create to maintain which people become fully involved
in accomplishing the organisation objectives.
 Engagement of people: The people are level which enables to be used toward
organisation benefits to allow organisation to accomplish where common goal including
better quality objectives. This is only appears through employees state of mind when
they feel work stress and not able to communicate with their supervisor (Milliman,
Gatling and Kim, 2018). On that Engagement activities plays an important role to make
relieve stress from employees as well as it helps to accommodate towards people where
it reduce the work depression and stress effectively.
 Process of approach: A derived result to accomplished where it is having more
effectively when activities and related resource are managed through process. The
process approach incorporates the Plan-Do-Check Act (PDCA) cycle and risk based
thinking.
 Improvement: The continual improvement of the organisation in which overall
performance should be permanent in which objectives of the organisation. Through
better undertaking of providing training and development practises for develop the
employees skills and knowledge which identifying opportunities for improvement.
 Evidence based Decision Making: It is effective decision based on some physical
evidence and facts data of information. This is an important to make about effective