Service Quality Project Report - Case Study of The canary Wharf hotel

PROJECT REPORT

Table of Contents
INTRODUCTION ..........................................................................................................................3
ASSESSMENT ..............................................................................................................................3
PART 1 ...........................................................................................................................................4
Measurement ..............................................................................................................................7
PART 2 ...........................................................................................................................................9
Employee's Empowerment .........................................................................................................9
Service quality culture ..............................................................................................................10
Under staffing/ Recruiting practices .......................................................................................10
PART 3 .........................................................................................................................................11
Comment card ..........................................................................................................................11
Online feedback .......................................................................................................................13
Personal interviews ..................................................................................................................15
Conclusion ....................................................................................................................................15
REFERENCES .............................................................................................................................17

INTRODUCTION
Globalization has given impact on diverse range of activities that are performed by the
hotel. Service quality is defined as concept in which comparison is made in the expectation and
performance of the enterprise. For example if any organization is delivering higher service
quality than it is considered that it is meeting with the needs and expectations of the buyers.
When measures are taken for making improvements in the services than it will support for
rendering superior quality services to the clients of the business (Beneke, Flynn and Mukaiwa,
2013)
There are various dimensions through which service quality is measured and it comprise
of tangibles in which physical features of the services are measured. One more dimension is
reliability and responsiveness in which reliability is degree to which the company is regularly
providing services to its business clients. Present report is based on The canary Wharf hotel
which is a 3 star hotel operating in UK. Issues faced by the enterprise have been defined and
various approaches that could be used by management of hotel for improving their service
quality have been defined in the report. In addition to that various methods for taking valuable
feedbacks and recommendations from buyers have been mentioned in the report.
ASSESSMENT
Case study
Canary Wharf Hotel is a leading 3 star hotel and it offers superior quality services to its
buyers. The hotel is equipped with 100 rooms and there are many stylish rooms in the hotel.
Along with this conference and Banquet suite are also available in the hotel and it is used for
hosting events, meetings and weddings and conferences. Recently management of the hotel has
identified various issues and it is observed that there are so many flaws in the existing services
that are offered by the hotel (Canary wharf hotel. 2017).
Poor services and lack of effective guest facilities create problem in rendering better and
effective services to the clients of the business. There are various issues which are faced while
delivering better and effective values to the buyers. Service culture of the company has various
flaws and due to which there are various complaints that are received from the consumers.
Employees face several issues due to the minimum wages that are paid to them and recruitment
process of the firm also does not make use of any planned approach. It is the major reason due to

which there is lack of skilled and qualified personnel in the hotel (Xu, Benbasat and Cenfetelli,
2013).
PART 1
History of service quality (Evolution) – It is important that all the services should be
provided to the users for meeting their needs and requirements. Hospitality industry of the nation
is facing huge challenges and it has become vital that better and effective services should be
provided to the users. Along with this, it is essential that needs and requirements of the buyers
should be identified. Any hotel which is offering better services as compared to other hotel
groups is likely to gain success and attract more number of consumers. There are various
elements that determines about the service quality and with this long term economic growth for
the organization could also be gained (Kern, 2014).
When better and improved services are offered to consumers of business than it supports
for ensuring long term growth and survival for the organization. Basically the idea and concept
of service quality originated in the 19th century with the growth of Hospitality sector. Travel and
tourism activities expanded in the market and it supported for increasing number of tourist that
used to avail services that are offered by the hotels (Moulaert, 2013).
Competition among hotel groups started increasing and due to that it became necessary
for business organizations to offer better services to buyers as compared to their rivals. Various
leading hotel groups started comparing their performances against a set standard and on the basis
of that they got opportunity for evaluating their weak performing areas. It supported them in
making positive and improvements in their existing services so that better values to the
consumers could be provided (Demirkan and Delen, 2013). Various types of dimensions are
included for measuring the quality of services and thus it will support for enhancing the level of
services in the firm. Various dimensions that are included comprise of functional, perceived and
technical quality that are offered to the buyers. Globalization and increasing competition in
market has created challenge for rendering positive and effective services to buyers so that they
can be attracted towards availing the services offered by the business.
1.1 Table of evolution of TQM
Total quality management is approach which is used for improvising the practices and
procedures that are followed in the hotel. This concepts originated in the year 1920 when the
term of quality management originated. At this time business organisations separated the