Managing Service Quality in The West India Quay Hotel

Service Quality

Table of Contents
Introduction......................................................................................................................................1
Task 1...............................................................................................................................................1
Critical evaluation of the main theories and principles of managing service quality in The
West India Quay Hotel...........................................................................................................1
Task 2...............................................................................................................................................6
Critical appraisal of the management of service quality for The West India Quay Hotel,
establishing the impact of its current services delivery practices of the motivation and
engagement of staff................................................................................................................6
Task 3...............................................................................................................................................8
Produce customer feedback system framework that The West India Quay Hotel can utilise to
monitor and continually improve service quality...................................................................8
Conclusion.....................................................................................................................................12
References:.....................................................................................................................................13
Books and Journals...............................................................................................................13

Introduction
Business firms operating in services industry provides services to the customer rather than a
product and ensures that company meets the perceived value through their quality services and
facilities. Hospitality industry is a broad category of the service industry providing leisure,
entertainment, luxury and satisfaction to the customer consuming the services through distinct
business sectors. Service quality is term which is referred to as the comparison of customer’s
expectation related with services with that of company’s performance level. Business firms with
a high level of service quality have potential to meet the expectations of customer while
remaining economically competitive and relevant in the industry (Radivilova and et. al., 2019.
The West India Quay Hotel is 4 star rating hospitality businesses operating since 2000 AD. In
2005, the hotel expanded its business into event planning and management by including
conferencing and banqueting suites of three event spaces which are adequate for organising
conferences, meetings, social events and other function. The Hotel is located near Canary Wharf
in East London, with 120 modern and stylish en-suites rooms along with other facilities such as
gym, spa and swimming pool. Recently, The West India Quay Hotel initiated renovation and
refurbishment which increased their business but lost the quality in services and received bad
reviews from customers. Therefore, the objective of the report is to produce a Customer
Feedback System framework for the hotel to monitor and improve the service quality.
Furthermore, the report also conducts critical evaluation of main theories and principles of
managing services quality in the hotel along with the importance of measuring service quality.
This is not all, the report also executes critical evaluation of the current management of service
quality of The West India Quay Hotel and impact it has on the motivation and engagement of
staff working in the hotel.
Task 1
Critical evaluation of the main theories and principles of managing service quality in The West
India Quay Hotel
Total quality management is defined as the significant technique which is based on the
concept that employees working in an organisation should continuously enhance their ability to
provide quality products and services as per the conceived value of customers (Akter, Wamba
and D’Ambra, 2019). Evidently, many business firms agree that it is imperative to have quality
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but gets difficulty in execution; therefore a good quality management can assist and provide a
road map to The West India Quay Hotel to maintain and have good quality in the services.
Quality management system determines the way in which quality is managed within the
organisation and way in which organisation operates. Generally there are eight principles of
quality which ensures that business firms maintains and deliver desired quality services as per
the expectation level of customer.
Principles of managing services quality
 Customer focus: One of the significant principles in managing quality is organisation
should focus on the needs and wants of customer without which a business will no longer
exist. This principle covers both the aspects customer services and customer needs (Liu
and et. al., 2020). In order to maintain and deliver good quality services it is imperative
for The West India Quay Hotel to understand the customer needs and wants by analysing
the potential trend and their buying habits. Apart from that, while delivering services,
hotel must ensure that delivered services meets their expectation and perceived value.
Ability of the West India Quay Hotel in understanding their needs and reacting
appropriately to meet those will assist the company in attaining customer loyalty,
increase revenue and building long tern relationships. Leadership: Second most significant principle in maintain quality is the good and
effective leadership styles and ability. Leaders are meant to direct and guide the efforts of
employees in a right direction as per the defined goals and objectives to generate desired
result (Xiao and Kumar, 2021). Leaders of The West India Quay Hotel are responsible
for creating productive and progressive working environment where all the employee are
aware about the mission and objective of business and ensures that they are equally
participating in attaining those objectives. Implementing this principle at West India
Quay will rely upon establishing strong vision of the business and appointment effective
leaders with the potential of encouraging the team members to on a common mission and
goal. Good leadership at workplace enhances employee’s engagement and motivation
level which in turn leads to satisfaction of customer’s needs and wants.
 Engagement of people: Just as without customer business firm would reach nowhere, in
a similar way it won’t reach too far without balanced, effective and multi skilled
taskforce. Employees in the organisation are crucial at each level as they are the key
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