Service Quality Assignment - The Canary Wharf Hotel
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Added on 2020-12-09
Service Quality Assignment - The Canary Wharf Hotel
Added on 2020-12-09
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SERVICE QUALITY
Table of ContentsINTRODUCTION...........................................................................................................................3IMPORTANCE OF SERVICE QUALITY MANAGEMENT AND MEASUREMENT .............3CURRENT SERVICE PRACTICES AND IMPACT ON EMPLOYEES AND MANAGEMENT..........................................................................................................................................................6CUSTOMER FEEDBACK SYSTEM TO IMPROVE SERVICE QUALITY...............................8CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12
INTRODUCTIONService quality consists of various elements through which customer satisfaction isgained. Organisations use this as a method of measuring and analysing how their services areperceived, so that they are able to meet expectations of their customers. Hospitality sector utilisesservice quality management to improve their services by identifying areas of weaknesses.Managers will be able to make decisions based on analysis done in the organisation (Serna andet.al., 2018). The Canary Wharf Hotel is a famous hospitality organisation that operates inLondon. It is very close to the railway station and has a 3 star rating. It was founded in 2000 ADand has about a 100 rooms, conference and banquet halls, gym, spa as well as a swimming pool. This assignment will discuss importance of service quality at The Canary Wharf Hotel,methods of managing and measuring it. Recommendations will be given for implementation ofproper services in the organisation. It will assess impact of current practices on employees andmanagement. A customer feedback system framework will be provided as well, so that TheCanary Wharf Hotel can monitor and improve their overall quality in the services which theyoffer to customers and guests. IMPORTANCE OF SERVICE QUALITY MANAGEMENT ANDMEASUREMENT Service quality management has been created for the purpose of ensuring that customersare satisfied with services that are being offered to them by an organisation. It also allowsmanagement to assess different factors which will help in making changes and improvingservices, so that they achieve overall organisational goals (Aryee and et.al., 2016). Initially, itwas divided into two aspects, technical quality, in which services that have been provided andinvolves interaction between clients and management, and functional quality, where importanceis given on how customers felt about their experience of services that have been provided tothem. The concept of service quality management was formed because many organisations fromdifferent sectors found that there were gaps between perception of managers and expectations ofcustomers, when services were being provided (Kasiri and et.al., 2017). They felt that it wasimportant to understand needs of customers, so that they could plan provision of services in such
a way that they would be able to increase their productivity and profits, while ensuring highsatisfaction of customers. The Canary Wharf Hotel lacks service quality management as their services do not meetstandards. It has been observed that they have had an increase in profits since their recentrefurbishment, but they have seen even more complaints regarding their services (Lai and et.al.,2018). A good 3 star hotel generally has efficient services and employees give their full attentionto customers that visit. Waiters are responsive and try their best to meet the needs of guests thatcome to have food in their restaurant. However, The Canary Wharf Hotel's staff do not work inan effective manner. They are unable to attend customers and come off as rude or arrogant.Waiters are least interested about their guests and do not want to provide proper services to them.Hotels are required to have staff that are trained, so that they can work to their fullest potential,but at this hotel, there is lack of training in employees, which had caused decrease in overallproductivity (Jaiswal and Dhar, 2016). Some of them try their best to provide servicesefficiently, but are unable to do so, due to long working hours and less staff. Service quality has different dimensions that can be used by The Canary Wharf Hotel, sothat they can assess and improve services that they provide to their customers. The first includestangibles, in which appearances or looks of employees that attend to clients have to be good.This helps in increasing service quality as cleanliness and uniformity of staff is more likely toincrease customer satisfaction (Saito and et.al., 2015). Reliability is the second dimension inwhich services that have been mentioned has to be provided in a proper manner. This means thatif The Canary Wharf Hotel has offered certain facilities, they will have to provide it tocustomers, so that expectations can be met with. The third dimension is responsiveness, where inemployees are supposed to be quick and prompt while responding to their customers. They mustbe effective and efficient while attending to guests. Assurance refers to the services that arebeing provided and that it is delivered properly (Ju and et.al., 2018). Finally, the last dimensionis empathy, in which employees have to treat customers with care and give them undividedattention, so that there is complete satisfaction and good service quality in the organisation. The main purpose of service quality management is to ensure that there is customersatisfaction. Managers utilise this concept, so that they are able to assess, measure and managetheir service performance. This will allow them to improve any deficiencies that they are present,especially in The Canary Wharf Hotel. In order to retain clients and keep them happy, it is
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