Quality Service and Customer Focused Culture: A Case Study of Rosewood Hotel London

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Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK ..............................................................................................................................................3
Factors contribute in giving quality service................................................................................3
Importance of setting standards for delivery of quality service..................................................4
Purpose for promoting Customer focussed culture.....................................................................4
Investigations into customer requirements and satisfaction level...............................................5
Application of customer care with service techniques for Rosewood hotel...............................5
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Hospitality sector is generally the people welcoming section which use to consider all the
welcoming of the individuals towards different places by organising some beneficial amenities
for all of them. Hospitality and tourism organisation use to create a major role as in order to
frame the tourist to enjoy their vacation and also to increase the revenue by generating profit for
all the individuals (Subrahmanyam, 2017). The organisation chosen for this report is Rosewood
London hotel it is a luxury 5-star hotel headquarter in London. In this report their will be
discussion about the quality services and the importance for implementing the standards and
promoting the customer focused culture with their requirements. Further it will also provide all
the techniques and the services for the chosen organisation.
TASK
Factors contribute in giving quality service.
In order to manage the quality services for all the hospitality and tourist, sector it is
important to frame the organisational services through which the performance can be enhanced.
As for Rosewood hotel London to manage the quality service their should be applied
SERVQUAL Model this helps in raising the standard and maintaining the quality and service it
is considered with 5 important elements which are like:
 Reliability- this is generally the methods which are being required in order to perform all
the services that are accurately being dependent on the functions and the quality.
 Tangible- the hospitality sector should always have to manage the proper services with
their staff, equipments, physical facilitates and the general appearances. As this helps in
managing and attracting the tourist and to generate more revenues (Kwateng, Lumor and
Acheampong, 2017).
 Assurance- This is the method in which the staff use to manage al the work with trust
and confidence and it creates the effective management in all.
 Responsiveness- It considers all the requirements made buy the customers to be
completed an make them satisfied.
 Empathy- Services like the general caring for all the individualised areas are to be
provided. This make and build the confidence among all and also manage the working to
be framed efficiently.