Managing Service Quality in Canary Wharf Hotel

Service Quality
Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Service Quality refers to the customer's comparison of service expectations as it relates to
the company's performance. It is therefore essential so that the improvement in the service
standards can be made quite effectively and efficiently in a proper manner (Bello, Jusoh and Nor,
2020). Thus, it can be stated that the customers should make sure that they provide the right and
appropriate reviews to the management so that the improvement in the Service Quality can be
made. This will help in bringing improvements which will be quite helpful. The management
must therefore aim to bring an improvement in it so that the sustainable success can be attained
in the future. This report is based on Canary Wharf Hotel. It is a hotel in London which provides
its services to the different types of customers and clients according to their wide variety of
needs and requirements. In this report, a detailed and specific analysis will be made on the way
in which the right improvements can be made in the Service Quality so that the attainment of the
future goals and objectives can be made.
MAIN BODY
Theories and Principles of managing Service Quality-
There are various types of theories which can be used so that the management of Service
Quality can be carried out (Chi, Wen and Ouyang, 2020). Thus, in this way this can lead towards
a proper management of the Service Quality so that the enhancement in the customer satisfaction
level can be carried out. The use of RATER model can be made so that the measurement of
service quality can be done. The explanation of this model is as follows-
Reliability- It becomes crucial that services which are being provided are reliable in
nature. This can be helpful in ensuring that the best services are provided to the different types of
customers which can thus help in enhancing their overall satisfaction level.
Assurance- It is also quite crucial that the right-level of assurance is provided to the
customers so that they are able to place their trust on the services which are being provided by
the organization.
Tangibles- It means the physical assets which assist an organization in providing its best
services to the customers. Therefore, it is quite important to consider them so that the
organization is able to provide the desired services to the customers in a proper manner.
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Empathy- It refers to the ability of understanding and sharing the feelings of others. It is
quite important because it is quite crucial to understand the customers in quite a proper manner
so that the feelings of others can be analysed effectively and efficiently and they are thus
provided the best services (Dandis and et.al., 2021).
Responsiveness- It refers to the ability of responding to the service requests which are
put up by the various types of customers. Therefore, it is quite crucial and important that the
response to the service requests of the customers can be provided (De Leon, Atienza and Susilo,
2020). Thus, in this way the attainment of the goals and objectives can be done quite
appropriately.
For Canary Wharf Hotel, it is necessary that the use of this model is made so that the
enhancement in the level of services can be made in a proper manner and in a right way which
will thus help in finding out the scope for making improvements and bringing those
improvements in a proper manner.
Principles of Managing Service Quality-
It is quite important that the management of service quality is done in a proper manner so
that the organizations are able to ensure that they can bring the desired improvements in their
various types of services quite effectively and efficiently which can help in attaining the goals
and objectives. The Principles of Managing Service Quality are explained as follows-
 Customer Focus- In the organizations, it is quite important to make sure that the focus
should be made on the various types of customers (Demir and et.al., 2020). This can be
highly important as well as crucial for the purpose of ensuring that the different needs
and requirements which are related with the customers can be managed in quite a proper
way.
 Leadership- It is also important that the organizations are able to have the right
leadership so that the full focus can be made on the providing of best service quality to
the customers which can be quite crucial and important for them (Dhingra, Gupta and
Bhatt, 2020). Therefore, a higher-level of customer satisfaction can be ensured in this
way.
 Engagement of People- It is necessary to make sure that the engagement of workforce is
done (Ejdys and Gulc, 2020). This is quite important and thus the best services can be
provided to the customers in a proper manner by the organization in this way.
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