Service Quality and Management Strategies at Obsidian Hill Hotel

Assessment 1 – Individual Report
Assignment 1 – Individual Report Page 1

Contents
Introduction......................................................................................................................................3
(1) To evaluate the key service quality dimensions demonstrated at the hotel...............................4
(2) To identify and analyse existing service management strategies..............................................6
(3) To recommend modified or new service management strategies to improve the customer
service and experience.....................................................................................................................7
Conclusion.......................................................................................................................................9
References......................................................................................................................................10
Assignment 1 – Individual Report Page 2

Introduction
Obsidian Hill Hotel is a renowned hotel in a prime city location with 200 rooms, two function
rooms and one restaurant with bar. The operations of the hotel comprise of six departments such
as front office, bell desk, housekeeping, food and beverage, human resource and marketing. It is
found that the customers are not satisfied with the level of services provided at the hotel mostly
with the interior of the rooms, ineffective lobby etc. The objective of the report is to identify the
areas of improvement where the improvement strategies can be implemented in order to satisfy
the needs and expectations to the fullest. The key service quality dimensions will be critically
demonstrated along with the identification of the existing service management strategies. Also,
recommendations will be provided for the new service management strategies in order to
improve the service as well as the experience of the customers.
Assignment 1 – Individual Report Page 3