Service Quality Assignment - Sunderland International Hotel
Added on 2020-10-22
19 Pages5275 Words284 Views
SERVICE QUALITY
Table of ContentsINTRODUCTION...........................................................................................................................1MAIN BODY ..................................................................................................................................11. Importance of managing and measuring service quality, recommending the adoption ofappropriate service quality management methods.................................................................12. Current service delivery practices and its impacts on front line employees......................63. Customer Feedback System that can be used to monitor and continually improve servicequality...................................................................................................................................10CONCLUSION..............................................................................................................................15REFERENCES..............................................................................................................................17
INTRODUCTIONTo manage the service quality is important for a company because it attract theconsumers to buy their products or services. It can be deliver in that manner so that customerscan be satisfied and helps to maximize the profitability of corporation (Chen and et. al., 2012). Inthis report, chosen organisation is Sunderland International Hotel and it is situated at EastLandon. It provides additional facilities such as: gym, swimming pool, spa etc. It opened aconference and banqueting suite of three event venue spaces which is appropriate for hostingconferences, meeting, wedding and other functions. The main aim of this hotel is to satisfy thepeople by giving its quality services. It is the responsibility of quality management consultant toensure that persons are getting effective and quality service in hotel. This report covers thefollowing topics such as: importance of managing and measuring service quality and itsmanagement methods, current service delivery or practices and its impact on the front lineemployees, their engagement and also managerial implications. Apart from this it also discussabout to produce customer feedback system framework that the organisation can utilise tomonitor and continually improve service quality. MAIN BODY 1. Importance of managing and measuring service quality, recommending the adoption ofappropriate service quality management methodsPersons visits to the hotel and restaurant with the expectation that they get better service.Service quality is associated with how effective a service is delivered, compared to consumerexpectations. It is the responsible of organisation to deliver the best and quality service to theircustomers. Delivery time can be minimum and as per the desire of consumers so that they cansatisfy. The importance of service quality has increased for various organisation such as :1
hospitality and service industry, marketing and sales industry, banking sector etc. It is importantfor a company to manage the service effectively so that persons can satisfy and they attracttowards the corporation. Sunderland International Hotel can manage the service qualityeffectively so that more number of persons come in the hotel and get the benefit of superiorservice. Importance of managing service quality are as follows: To satisfy the consumers: It is important for an organisation to provide better services toits consumers so that more numbers of persons can attract towards the company. It is essentialfor and organisation to deliver quality service to their consumers so that they will visit the hotelagain and again. It is the responsibility of quality management consultant of SunderlandInternational Hotel, that it ensure the hotel is able to provide the food, beverage and otherfacilities as per the needs of customers. To improve the delivery of service it can provide thetraining to their employees so that they can able to satisfy the persons and fulfil theirexpectations. If hotel can provide effective and quality products and services that people can feelsatisfy and they want to visit hotel again and again as per the their requirement. Customers alsosuggest their friends and relatives to visit Sunderland International Hotel (Thaichon, Lobo andMitsis, 2014). To increase profitability of organisation : It is important for the company to deliverquality service to their consumers so that they feel satisfy. It an organization is able to meet theexpectations and provide the products and services as per the need and wants of customers thanthey always prefer that specific hotel whenever they want to come. It is the responsibility ofquality management consultant of Sunderland International Hotel, that effectively managequality service and fulfil the desires of persons. When ever a consumer give the order than staffsshould try to complete that order within stipulated time period and as per the wants of person. So2
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