Managing Service Quality Theories and Principles in the Travel and Tourism Sector

Service Quality module
in the Travel and
Tourism Sector

Table of Contents
INTRODUCTION ..........................................................................................................................4
TASK...............................................................................................................................................4
An assessment of managing service quality theories and principles. Justify the importance of
measuring service quality............................................................................................................4
TASK 2..........................................................................................................................................10
Analysis of management of service quality for The South Quay Hotel according to the case
study and establish various impact of its present service delivery on motivation and
engagement of staff...................................................................................................................10
SERVICE QUALITY....................................................................................................................10
Reasons & improvements.........................................................................................................11
EMPLOYEE'S MOTIVATION AND EMPOWERMENT...........................................................11
Planning of human resources....................................................................................................13
Job analysis and description......................................................................................................13
Recruitment...............................................................................................................................13
Selection....................................................................................................................................14
Orientation.................................................................................................................................14
Compensation and benefits.......................................................................................................14
Performance..............................................................................................................................14
Termination...............................................................................................................................14
Task 3.............................................................................................................................................14
Customer feedback system........................................................................................................14
CONCLUSION .............................................................................................................................16
REFERNCES:................................................................................................................................17
Books and Journals:..................................................................................................................17

INTRODUCTION
Service Quality maintenance is an integral part of hospitality and service industry as it
assist the organisations in alleviating the customer experiences of the individuals(Al-Gharaibah,
2020). The report focuses on the critical evaluation of the service quality management of the
South Quay Hotel. It highlights upon the assessment of current service scenario of the
organisation and the application of theories and principles that may assist in maintenance of the
service standard. It also focuses upon the appraisal of the management involved in service
quality and the implication of the same on engagement and motivation of the personnel. The
report also involves the development of an effective and productive Customer Service Feedback
for South Quay Hotel so as to better the quality of services provided by them to their customers.
TASK
An assessment of managing service quality theories and principles. Justify the importance of
measuring service quality.
Service quality can be characterised as the comparability between the customer's
expectation of the services provided by a business organisation and the company's ability to cater
and live up to the expectations of the same(Alagarsamy, Mehrolia and Aranha, 2020). Business
organisation that focus and delivering high quality services are likely to achieve greater customer
retention in their respective organisation. In order to sustain the business operations in the market
environment, it is very necessary for the organisations to be assertive in gathering relevant
information and feedbacks from their customers in order to raise the standard of service quality
of the business organisation.
In order to understand the concept of service quality, it is essential to interpret the
interrelatedness between customer expectations of potential consumers, Business performance,
customer satisfaction and customers perception about the quality of services.
Customer expectations
Customer expectations incorporates the expectations and aspirations of the customers
from the business organisation that they are investing their time and money into. It is an attribute
that focuses on the needs and requirements of the customers from the organisations. These
expectations generate from the customer's knowledge and awareness as well as their past service
experiences. In relation with South Quay Hotel, customer's expectation involves high quality

services for them wherein great facilitates are provided to the customers(AlGhamdi, 2020). The
needs and demands need of customers to be taken into consideration and efforts should be made
to fulfil the same effectively.
Customer satisfaction
Customer satisfaction is one of the prominent components which contribute in building a
successful business organisation. The primary objective of a business organisation in the
hospitality and tourism industry is to enhance the customer satisfaction of their potential and
respective customers. The focus on encouragement and increment of customer satisfaction helps
the organisations to achieve higher profits and obtain larger market share in their concerned
industry. South Quay Hotel also needs to build effective and productive strategies and plans so
as to fulfil the desires of customers and provide them with the best leisure experience in order to
satisfy their expectations from the organisation.
Business Performance
Business performance can be termed as the assessment of the progress and growth of the
business organisation in its target market. It is determined as the degree of effectiveness of the
business operations in the market domain. Through the given case study, It can be identified the
current business operations and performance of South Quay Hotel is not satisfactory to the
consumers. The waiting hours have increased and the quality of service has decreased. The
company is excessively focusing on increasing the retention of the consumers and is not giving
enough emphasis on the customer feedbacks. The management personnel of South Quay Hotel is
unhappy with the company's ignorance towards the appraisal and reward system of the
employees. The business performance of the respective organisation needs to be uplifted in
order to receive good feedbacks from the customers and to engage and motivate the existing line
in the organisational activities and operations.
Customer Perception
It can be characterised as the perspective and opinions of the customers towards the
services and offerings of a particular business organisation(Anastasiou, 2020). It is an
assessment of the consumers thoughts and impressions about the business operations of an
organisation. In context to South Quay Hotel, the customers perception has seen a difference due
to their negligibility towards the service and feedbacks of the customer of the business
organisation.