Service Quality Assessment for Premier Inn: Importance, Methods, and Impact on Frontline Employees

Service quality assessment

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1)Importance of managing and measuring service quality and service quality management
methods:.......................................................................................................................................3
2)current service of premier Inn and impacts on the front line employees: ...............................7
3) Customer feedback system....................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Services quality refers to a measurement which the company used in Order to determine
the effectiveness of the company. The aim of using this plan of action is to satisfy the large
numbers of the customers in effective as well as efficient manner. In this strategy the
organization compare the performance of the employees as well as organization for the long
term success in domestic as well as international marketplace. It helps in improving the quality
of work in order to accomplish the goal of the organization. Along with that it deliver huge
support in improving the Image of the company in the market to attract large numbers of the
customers(Buhalis, and Sinarta, 2019).
The present report is based on the Premier inn which is hospitality industry. The organization is
established in the 1987 and founded by Whitbread. It is one of the largest private limited
company which is preferred by the large numbers of the customers due to exclusive and
premium quality services. The report will examine the measuring and managing services quality
and method for the welfare of the organization. Along with that the report will highlight the
current service quality of the organization and impact on the front line employees and their
engagement. Furthermore, the report will shade a light on the customer feedback system.
MAIN BODY
1)Importance of managing and measuring service quality and service quality management
methods:
Managing and measuring service quality in the management are important for the
customer expectation and customer satisfaction. The service quality are also important for the
hotel reputation and their brand image. The quality of service cannot be ignored by the
hospitality because it can be lead in the dissatisfactions. Service quality management is managed
and measure by the manger of the hotels and hospitality, so manager should care about the
important components which are service strategy, service performance, and then customer
results. There are various importance of service quality managing and measuring.
 Satisfaction of customers: The customer satisfaction are important for the hospitality
because it is term to measure the service offering by the Premier Inn hotel and measuring
the customer satisfaction. Customer satisfaction plays essential role for the profit of the

organization and revenue is only generate by the customers. So, managing and measuring
service quality are important for the customer's as well as with the help of customers
manager can improve their quality of service as compared to customers expectations. The
two aspects which are considered for the customer's satisfaction that are customers
perceptions and customer expectation (Keshavarz and Jamshidi, 2018). This two aspects
are important that helps in measure and mange the quality of service. If customers
expectations are not fulfilled than it can lead in dissatisfied. It helps in improve and
enhance the quality of customers service.
 Reputation of hotel industry: The quality of service are important for the reputation and
goodwill of the company because the good image of industry are essential for the survival
in the competence market. If the hotel industry have positive image that they can attract
new customers but ensure that service quality must be good that's why managing and
measuring service quality are important for the hotel industry.
 Competitive advantage: The measurement of quality of service are important for sustain
in the competitive market. In the hotel industry, there are many hotels which are famous
and provide bets facilities and high competitive market in hotel industry that's why
management of service quality are essential to gaining sustain in the market. It is critical
to become success in the highly competitive marketplace so, organization should consider
the service quality.
 Hotel rating: The hotel rating on websites are common and management system are
always looked for the rating by customers on the basis of service quality which are
delivery by them. Hotel ratings always motivate the hotels operators to manage and
improve their quality of service. In further aspects, if hotel provides the best servile
facility to customers than they express their experience with hotels through the rating ,
which may lead in better performance of hotel. The hotel rating could be bad or good,
both are based on the service quality which are delivered to customers.
 Profitability of the company: The managing and measuring service quality are
important for the company profit. The quality of service are strategy of the company to
gaining profit and generate revenues (Afthanorhan, 2019). Service quality are essential
for the survival of hotel industry.