Managing Service Quality in Hospitality Industry

Service Quality

Table of Contents
INTRODUCTION...........................................................................................................................1
MAINBODY....................................................................................................................................1
1.Critical evaluation of the main theories and principles of managing service quality..............1
TASK 2............................................................................................................................................6
A 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............................................................................................6
TASK 3..........................................................................................................................................10
Produce a Customer Feedback System (CFS) framework that the organisation can utilise to
monitor and continually improve service quality......................................................................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Service quality is generally depends upon output of the service delivery approach, this
factor is considering mainly in pure service systems. Service quality relates with customer
satisfaction and it is a perception of each customer who will going to get that service by an
organisation. Basically its a combination of two words service and quality. The term quality
more focus on specification and standard that involves in the service generating organisation
commitment. In hospitality industry services are having an important role which relates with
interacting with their guests to provide them hotel services in most effective manner here product
of hotel is their best services. It considered with customer's comparison in relation with service
expectations, service quality will relate with company performance on the basis of customer
experiences regarding that particular services of company is that a hotel. Hospitality industry
needs to makes sure about their services as they are completely depend upon their customer
handling and managing their services aspects. Below report is based on hospitality industry” The
South Quay Hotel” is a four star hotel, which is situated near to south quay DLR station. The
hotel consists with 100 modern and stylish en-suites Rooms with categorization in standard,
executive and premier. The report below consists with a topic of theories and principle relates
with service quality, importance of measuring service quality and involves with customer
feedback system framework.
MAINBODY
1.Critical evaluation of the main theories and principles of managing service quality.
In the context of hospitality industry, It considered with customer's comparison in relation with
service expectations, service quality will relate with company performance on the basis of
customer experiences regarding that particular services of company is that a hotel. Hospitality
industry needs to makes sure about their services as they are completely depend upon their
customer handling and managing their services aspects (Mengi 2009). This hotel considered to
be a 4 star hotel, and this ranking is completely depends upon their service quality to their
customers, on the basis of that hotel perform hospitality services. South quay hotel provides the
facilities related to hotel amenities which are prior most in the context of managing and
hospitality business is that services like gym, spa and swimming pool, they are consists with
formal dinning area, where food are serve at the brasserie and kings bar & restaurant opens at
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lunch time. This hotel attracts both business and leisure guests, and operating since 2005 A.D.
This hotel industry are operating in good service standard in quality assurance, attentiveness and
recognition. In this hotel almost 50% of employees are working on part time basis, staff turnover
is increasing day by day due to part time employability in the industry. They are given full time
job to the staff who are working in a management team and supervisor on full time job. Service
quality emphasis with importance
of their quests experience. In this hotel, guests are dealing with the problem of not getting
responses on their feedbacks. Manger working in this hotel are less focused on their guest
responses as they are more engage in the events activities related with conferences and banquet
event booking (Li 1998). Manager in this hotel are less conscious about the customers
experiences and responses towards their hotel management. They just check trip advisor on
monthly basis and instruct their employees to work on any customer responses about their
service quality. As this hotel industry are more likely to induce with hire more staffs into new
business operation of dealing the leisure part more to attract the visitors in large. So here are
some of the theories and principles of managing the service quality in hotel industry is that:
Theory of managing service quality in the context of hospitality industry in which SERVEQUAL
theory works on the principle of analysing the customer perception in the context of hospitality
industry. This theory relates with multi-item scale developed to evaluate guests perception in
relation to service quality in service, here hotel industry are dealing with each guests experience
on the basis of their services provided to them by analysing their responses towards the particular
services. The level of categorising the service quality into five constructs which is tangibles item
considered with touch and feel items, reliability which depends upon the hotel ability to perform
service accurately and dependably, responsiveness in hotel industry depends upon willingness to
help and respond to their guests needs in relation to any service requirement. Assurance element
of service quality depends upon ability of staff to inspire with confidence and trust and the last
one is empathy to them in hotel industry service quality relates with empathy deals in the extent
of caring individualized services given.
SERVQUAL considered with service quality as discrepancy between guests expectations for
particular service offers and the guest's experience on service received by the hotel industry.
These are the theory which will assist the hotel industry in relation of their quests betterment.
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