Service Quality and Service Recovery in the Hospitality Industry

Project
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Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Determine the service quality with specific focus to dimensions and gaps................................3
Determine the four acid tests of service recovery in context of the organisation........................5
Recommendation for better customer services on the bases of survey report.............................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
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INTRODUCTION
Hospitality industry is generally define as section which provide large number of services
to people across globe (Al-Ababneh, 2017). In simple words hospitality industry refers to the
sector which holds variety of businesses and services who's main motive is to satisfy the needs
and wants of customers. Sectors within hospitality industry are accommodation, food &
drinking and Travel and tourism. This report is based on The Connaught Hotel. It is a five star
luxury hotel established in London in year 1815. It is a part of Mayfair life and provides world
famous level of services to its guests. The topics covered in the report are service quality, four
acid tests of the service recovery and the recommendations for better customer services.
MAIN BODY
Determine the service quality with specific focus to dimensions and gaps
Service quality is define as one of the most essential tool for the business unities which
helps them in differentiating itself from that of its competitors. In context of the The Connaught,
they are dealing in hotel sector where the level of competition is quite high. Moreover it helps in
improving the operations of business and hence bring customer satisfaction.
SERVQUAL Dimensions
In general the service quality consist of five dimensions which effect the customer
satisfaction and its important for the organisation to consider them and take corrective measures
in order to obtain desire results (Mmutle, 2017). These five dimensions are explained below-
Reliability- It is the first dimension of the service quality where focus is on doing things
correctly in the first attempt only. The main focus of the organisation is to fulfil all the promises
which they have make to its customers and pay attention to the outcome obtain from the actions
taken by the management.
Assurance- It refers to steps taken by the organisation in order to develop the trust and
confidence among the guests and the staff members. It is mainly required in order to build trust
and sense of belongingness among customers so that the company would able to retain them and
convert them into loyal customers.
Responsiveness- It is define as the concept in which steps are been taken in order to help
others. This dimension focus on helping the guests within the company so that their issues,
quires, requests and complaints are addressed in the most effective and efficient manner. If
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