Business Report on Obsidian Hotel

Running head: BUSINESS REPORT ON OBSIDIAN HOTEL 1
Business Report on Obsidian Hotel
Name
Institution

BUSINESS REPORT ON OBSIDIAN HOTEL 2
Introduction
This business report is based on the Obsidian Hotel and the services and the management
strategies that are in place. For the services and management strategies, the customer and
employees surveys were referenced to. The findings were presented from the study and
recommendations on how to improve the services and management of employees laid out.
Analysis
Service quality dimensions
Service quality is an essential aspect of any business and determines the overall success
of the company. In the Obsidian hotel, there were three main dimensions of service quality.
These were relating the employees concerning their behaviour and appearance, tangibles and
reliability, assurance, empathy and employees (Stefano et al., 2015). The survey focused on these
dimensions of hotel service to determine whether the hotel was up to par with the quality of
services that they offered. These dimensions were measured by the SERVPERF scale which is a
performance scale. The hotel found the scale to be more reliable and the most effective in
measuring the hotels quality of service (Fraj et al., 2015).
Most customers look at the service quality of a hotel to determine if they will revisit the
place in future. They also recommend their peers on what hotels to stay at depending on the
service quality of that place. If it were good, the hotel would be highly recommended, and the
guests are more likely to come back to that place. The service quality is measured by the
dimensions already mentioned above.
Tangibles are the general appearance of the Obsidian Hotel. These include things such as
the facilities, equipment the employees and the room hotels. The customers usually look at the
physical appearance of a hotel as a determining factor of whether they will like it or not. In this

BUSINESS REPORT ON OBSIDIAN HOTEL 3
case, the obsidian hotel what is the condition of the rooms. Are they welcoming and easily
accessible? What are the conditions of the bathrooms and toilet? Are they clean and hygienic?
The customers also look at the outside appearance. This is regarding where the Obsidian hotel is
located. The environment has to be suitable to enable relaxation of the guests. Most guests tend
to prefer a quiet environment for relaxing and one that is not busy (Tuntirattanasoontorn, 2018).
Also, tangibles include the interior décor of the hotel. They will look at the interior
decoration in the Obsidian hotel to determine whether it is exquisite or shoddily done. A
significant aspect of tangibles is the appearance of the employees. This is because the employees
are the ones that the guests will have a one on one interaction with; therefore, their general
appearance has an impact on the guests. The general appearance is how they are dressed and also
how they behave with the customers (Dedeoğlu & Demirer, 2015).
Reliability is the ability of the employee to complete the service they are required to in
time and accurately. Customers usually depend on employees to ensure that they have delivered
what is requested of them and thus are highly dependable on them. The employees in the
Obsidian Hotel need to ensure that they are reliable to the customers in providing excellent
service. Reliability is looked at regarding checking in and out. Customers want to have an easy
time with checking into the hotel room and also checking out. Also, the information about the
hotel services and prices falls under this dimension. Guests want accurate information on this so
that they can be knowledgeable of the services offered and their costs (Liat et al., 2014).
Responsiveness is the willingness of the employees to help the guests and to provide
efficient and fast service. In this dimension, the guests at the Obsidian hotel will gauge how the
employees offer to help and how fast they respond when asked for something. This goes toe to
toe with empathy. Here the guests assess whether the guests are caring and how they can attend

BUSINESS REPORT ON OBSIDIAN HOTEL 4
to one customer at a time without divided attention. The guests look at factors such as whether
the employees are friendly and polite, they have excellent communication skills, they perform
the services right the first time and if they are too busy to attend to a customer (Saleem & Raja,
2014).
Management strategies
The employees also play an essential role in any business and determine its success. The
employee force is driven by the management which employs and trains individuals to work in a
certain way to achieve the organisation's objectives. The administration has to set up strategies
for its employees. Management strategies are the techniques that an organisation uses so that
they can achieve the goals that they have set (Nieves & Segarra-Ciprés, 2015).
Some of the management strategies that the Obsidian Hotel can apply are leadership
development, goal setting, job rotation, team building and team culture, training and seminars,
problem management, relationship management. These strategies will help the Obsidian Hotel
achieve their needs and also provide better quality service (Molina-Azorín et al., 2015).
Leadership development involves the development of the abilities of all the employees
such as they can gain leadership skills and be leaders in their way. It aims at building influence
by the service to others.
Goal setting is when the organisation or the management in the organisations set out the
goals they want to accomplish in a specified period. Goal setting gives the company, and the
employee's direction, and thus the employees are aware of what is expected of them
Job rotation is done by placing an employee in different roles in the hotel so that the
individual can be trained. If there is a new employee in the Obsidian Hotel, they can be placed in
various positions in the hotel so that they can gain experience (Benavides-Velasco et al., 2015).