TLH 339 Service Quality Assessment Brief 2

TLH 339 Service
Quality Assessment
Brief 2

Table of Contents
Table of Contents.......................................................................................................................2
INTRODUCTION......................................................................................................................3
MAIN BODY.............................................................................................................................3
TASK 1......................................................................................................................................3
The importance of managing and measuring service quality with justification.....................3
Recommending the adoption of appropriate service quality management methods..............5
TASK 2......................................................................................................................................9
Analyse current service delivery/practices through the assessment of the impact on the
front-line employees...............................................................................................................9
TASK 3....................................................................................................................................11
Customer Feedback System (CFS) framework can utilise to monitor and continually
improve service quality........................................................................................................11
CONCLUSION........................................................................................................................14
REFERENCES.........................................................................................................................15
Books and Journals:..............................................................................................................15
Online:..................................................................................................................................16

INTRODUCTION
The hospitality industry is found to be one of the fastest-growing industries in the UK
and currently they are representing 6.9 % of total UK employment (Hospitality industry and
Covid-19, 2021). The hospitality industry is playing a very important role in order to create
jobs. This industry has become successful because the organisations are providing the best
services to the customers. It includes food and accommodation services such as hotels,
restaurants, pubs, cafes, campsites, etc. This report aims to analyse the importance of
managing and measuring service quality with justification with special reference to Royal
Lancaster London. It is found to be a hotel and one of the leading hotels in London. It has an
excellent range of facilities with insurance for the satisfaction of the guest. The success is
because of their dedicated team. This report will be discussing appropriate service quality
management methods and analysis of the current service delivery of the organisation. It will
also include a customer feedback system framework that needs to be utilised for monitoring
and improving the service quality. The success of a Hotel depends on the delivery of services
and that's why it becomes necessary to maintain and measure the service quality with the use
of appropriate tools and techniques.
MAIN BODY
TASK 1
The importance of managing and measuring service quality with justification
There is a relationship between customer perception, expectations, satisfaction, and
business failure/success. If customer expectations are not met by organizational products and
services then they are not able to satisfy and it will result in business failure because
customers are not purchasing products and services in the future. This is the reason that
company needs to maintain quality of products and services so that they will be able to satisfy
their customers. The process of managing the service quality of a product according to the
customer's expectation is service quality management (Christian, Y. and Utama, Y., 2021). It
assesses how well a service is given so that they improve its quality. It included identify the
problem of a customer and how they increase the satisfaction of a customer. Service quality
management involves maintaining and monitoring service offered by an organisation to a
customer. Whether the company is software or food or hospitality and travel providing the

right service to the customer is very necessary. Service quality management is essential for
customer satisfaction and company growth.
Service qualities refer to measuring an organisation's service delivery in order to meet
the expectation of customers (Lai and et.al., 2018). In the case of the hospitality industry, it is
identified that service quality is playing an important role as it includes trust, cultivating
loyalty and improving the satisfaction of customers. Royal Lancaster needs to make sure that
the services should have excellence so that they are able to meet or exceed customer
expectations. It is not only about customers but also for gaining a competitive edge in the
market. Every day the competition is increasing at a rapid rate and that's why the company
needs to maintain the service qualities so that they can stay competitive in the market. After
the pandemic situation, measuring and managing service quality is becoming more important
for Royal Lancaster hotel as now customers are aware of the quality of services. Generally,
people are considered prices for booking services but after pandemics situations are the
things are going very changed at a fast speed as now they are more focused on service
quality. The pandemic situation is not only the reason but there are many more reasons for
maintaining and managing the quality of services. There are many organisations that are
running the business in the market and they are doing very well in the business. They are
providing the same services with more quality and affordable prices which increases the
competition in the market. This is found to be the main reason for increasing the importance
of managing and measuring service quality. Some more important points are mentioned
below which helps to give the reason and justification that why it is important for an
organisation to manage and measure their service quality:
 It is found that service quality measurement is an important managerial tool in order
to understand the needs and wants of consumers. This can be possible by analysing
the experience of consumers (Oliveras-Villanueva, Llach and Perramon, 2020). It is
necessary for an organisation to measure the services because they should know about
what they provide and the expectations of customers. Generally, it is identified that
customers' expectations are more than the service provided. But, Royal Lancaster
Hotel is trying to exceed or meet the customers' expectations so that they can satisfy
their customers.
 Before managing any service quality, it is important for Royal Lancaster London
hotel to measure that the gap between expectation and actual service. This is really