Challenges of Service Quality and Trends in Hospitality Industry

This report discusses the challenges of service quality in the hospitality industry, with a focus on Holiday Inn hotel. It covers topics such as ineffective operations management, lack of supervision and control, safety and liability, communication and coordination, performance management, and conflict management. The report also critically applies these challenges to trends within the hospitality industry, such as increasing consumer awareness and the use of advanced computer systems and software. Finally, the report discusses the application of business models and theories for long-term development of a business entity.

Hospitality service
management

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................4
Demonstrate the challenges of service quality and critically apply this to trends within the
hospitality industry......................................................................................................................4
Demonstrate the challenges of service quality ...........................................................................4
Critically apply this to trends within the hospitality industry.....................................................6
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
The service quality is an important aspect of business development which helps in
development of hospitality services in a well defined manner (Edghiem, and Mouzughi, 2018).
All major aspects of service quality play a major role in development of customer satisfaction. In
the recent times, service quality is considered as major approach that is beneficial for business
growth. Major focus of a business is on overall development in a short period of time to explore
business opportunities. In this project example of Holiday Inn hotel is taken into consideration
which is a major chain of hotels all over the world and serves best dishes from all over the world.
Holiday Inn hotel is known for its service delivery. In this project challenges of service quality
are taken into consideration along with trends and their application related to service quality.

MAIN BODY
Demonstrate the challenges of service quality and critically apply this to trends within the hospitality
industry
Demonstrate the challenges of service quality
Providing best service quality is a major responsibility of a business to overcome various
challenges and hurdles at the marketplace. In development of a business entity, it is important
part of a business to develop focused and systematic approach along with dealing with
challenges (Farrington, Antony, and O’Gorman, 2018). All major companies in the international
and national marketplace in hospitality sector focus on service quality to develop majority of
organisations. Challenges of service quality in hospitality sector are mentioned below:
 Ineffective operations management- The operations management is an important body
of a company which is effective in management of production department and process.
The operations management is an important body of a company which is responsible for
development of fixed opportunity for a business growth. Holiday Inn give a precise focus
on operations management with good monitoring to ensure delivery of optimum service
quality. The ineffective management leads to create chaos in product quality which is not
beneficial for a business or customers. Many companies in the competitive marketplace
focus on operations management in order to ensure optimum utilisation of resources. The
operations management should be developed with the systematic marketing operations to
increase customer satisfaction.
 Lack of supervision and control- There is a need for proper supervision and control in
the business operations for long term development of company. In the recent times,
supervision is developed by top level management with a major focus on company's
goals and objectives. In quality service delivery, supervision and control should be two
major pillars which are utmost responsibility of a business (Galeone, and Sebastiani,
2021). The supervision and control is also essential in order to focus on company's
objectives for long term business growth.
 Safety and liability- This the utmost priority of every organisation to develop safety of
workers in order to develop maximum utility approach. The maximum utility is
concerned with development of best performance in youth. All major companies in

international marketplace, follow employment legislation and traditions to develop
organisational employees safety. All safety related laws are followed by Holiday Inn
hotel for market success. This is the critical role of board of directors to ensure
implementation of employment legislation for ethical business.
 Communication and coordination- The communication is important part of personality
which helps a person to coordinate and communicate with other person. Communication
is also a key function of the organisation in order to effectively develop communication
between different employees. Coordination is one of the major part of a business which
makes a company effective at the marketplace.
 Performance management- Performance management is related to managing
performance of employees in order to ensure fair business practices. The development of
a company is related to performance of employees in order to ensure optimum workplace
conditions for the employees (Guzzo, Abbott, and Madera, 2020). Performance
management is developed and measured in Holiday Inn hotel by using universally
adopted techniques of business development. At the starting of a financial year, business
entity should set performance objectives for a limited period of time in order to gain
marketplace success. This is also a key responsibility of a business to manage
performance of employees on regular basis for developing business strength.
 Conflict management- The conflict management is an important function of a company
to develop management of daily based conflicts. All major conflicts which happens in a
company are handled by human resource management. Main responsibility of
management is to focus on day to day conflicts for achievement of set business goals and
targets. The company should also focus on developing effective culture in order to
develop good internal environment. All business entities in the recent times, will be
focusing on conflicts and their handling in a well defined manner. Holiday Inn hotel also
majorly focus on conflicts on regular basis for performing majority of operations.

Critically apply this to trends within the hospitality industry
In the hospitality sector there are various trends and contemporary issues which put a significant
impact on business performance. In the functioning of a business in the hospitality sector, there is a major
eye on key trends and roles for business development. Hospitality sector faces major trends in
international marketplace that are generally complex in nature. All major growth aspects of a company
are dependent upon company's functioning in order to develop systematic approach in business
marketplace (Kavoura, 2021). The hospitality industry is a major type of industry which faces
information and technology as a major trend in development of a company. The information and
technology is also related to development of a company on permanent basis for effective business growth.
All major companies in recent times, also analyse key trends and responsibilities of management in order
to develop effective marketing goals and targets. Many companies in the international marketplace
develops a key focus on IT by hiring skilled and trained workers in the IT staff. The trends related to
hospitality industry are based on focused approach, which is to be set by a business in order to lead the
marketplace. In hospitality industry increasing consumer awareness is also one of the major trend which
brings knowledge and development in the individual. In hospitality industry top level management is
helpful in understanding trends in consumer awareness to develop quality production. The satisfaction of
major customers is also important for the business to increase sales and turnover for increasing
profitability (Koc, and Ayyildiz, 2021). Another trend in hospitality sector is related to marketing mix
strategy as includes a brief marketing plan to satisfy different customers. All different companies consider
these challenges in all trends, for effective and long sustainability in a business entity.
Application
In the hospitality industry there are many organisations which develop effective application of
business tools and trends for overall expansion and growth. The hospitality sector is also a major sector
which faces risk and challenges in international marketplace. All major organisations in hospitality sector
also realise the importance of performance management and gain good success in business marketplace.
Application of various funds and sources of funding is important part of business growth in order to
deeply understand key factors related to business development (Qiu, Li, Shu, and Bai, 2020). The key
trends like business functioning in a well defined manner for focused approach in a precise manner.
Conflict management should be also developed by human resource management to increase employee
faith and value. Application of business models and theories like human relationship theory for increasing
long term development of business entity by enhancing healthy relationship between employees. The
hospitality industry, is also considered as a factor to relate with application of business models and
approaches like scientific management theory. The key trends like, use of advanced computer systems
and software in business functioning is also an important point which should be considered by the

customers. All major companies in domestic and global marketplace analyse key trends with the help of
strategic management in order to develop a systematic planning framework. All business objectives are
achieved by a business with the help of developing precise strategy according to key trends and
developing parameters for a business entity (Sarkar and Sreejesh, 2021). All famous companies in
international marketplace also focus on analysing all operations in depth manner for effective and desired
growth. The companies also prefer to focus on long term strategic growth in order to achieve major
business objectives in a set period of time.

CONCLUSION
From the above stated report it can be concluded that service quality is a serious function
of management to perform major types of operations in a significant manner. Service quality is
also a major aspect of hospitality industry which covers all different and valuable steps taken by
a business. This project concludes that it is crucial for a business entity to focus on long term
development of a business for major and effective growth. All companies in international
marketplace focus on development of precise service quality in order to market success in a short
period of time. This project concludes development of a business plan for long term development
of business entity according to functioning of hospitality sector.

REFERENCES
Books and Journals
Edghiem, F. and Mouzughi, Y., 2018. Knowledge-advanced innovative behaviour: a hospitality
service perspective. International Journal of Contemporary Hospitality Management.
Farrington, T., Antony, J. and O’Gorman, K.D., 2018. Continuous improvement methodologies
and practices in hospitality and tourism. International Journal of Contemporary Hospitality
Management.
Galeone, A. and Sebastiani, R., 2021. Transformative service research in hospitality. Tourism
Management, 87, p.104366.
Guzzo, R.F., Abbott, J. and Madera, J.M., 2020. A micro-level view of CSR: A hospitality
management systematic literature review. Cornell Hospitality Quarterly, 61(3), pp.332-352.
Kavoura, A., 2021. Τwo to tango: Entrepreneurs and robots’ users in hospitality service
innovation. In Service Excellence in Tourism and Hospitality (pp. 111-131). Springer, Cham.
Koc, E. and Ayyildiz, A.Y., 2021. An overview of tourism and hospitality scales: Discussion and
recommendations. Journal of Hospitality and Tourism Insights.
Qiu, H., Li, M., Shu, B. and Bai, B., 2020. Enhancing hospitality experience with service robots:
The mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3),
pp.247-268.
Sarkar, A., Sarkar, J.G. and Sreejesh, S., 2021. Managing customers’ undesirable responses
towards hospitality service brands during service failure: The moderating role of other customer
perception. International Journal of Hospitality Management, 94, p.102873.