Service Quality Management Report: Canary Wharf Hotel Analysis

This report provides a detailed analysis of service quality management at Canary Wharf Hotel in London. It explores the application of various theories and principles, including the RATER model, to assess and improve service standards. The report highlights the importance of customer focus, leadership, and process optimization in managing service quality. It also critically appraises the current state of service quality at Canary Wharf Hotel, noting issues such as rising customer complaints, lack of proper service, and inadequate response to feedback. The report emphasizes the need for improvements in areas like staff training, quality assurance, and relationship management to enhance customer satisfaction and achieve strategic advantages. Desklib provides a platform for students to access similar solved assignments and study resources.

Service Quality
Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Service Quality refers to the customer's comparison of service expectations as it relates to
the company's performance. It is therefore essential so that the improvement in the service
standards can be made quite effectively and efficiently in a proper manner (Bello, Jusoh and Nor,
2020). Thus, it can be stated that the customers should make sure that they provide the right and
appropriate reviews to the management so that the improvement in the Service Quality can be
made. This will help in bringing improvements which will be quite helpful. The management
must therefore aim to bring an improvement in it so that the sustainable success can be attained
in the future. This report is based on Canary Wharf Hotel. It is a hotel in London which provides
its services to the different types of customers and clients according to their wide variety of
needs and requirements. In this report, a detailed and specific analysis will be made on the way
in which the right improvements can be made in the Service Quality so that the attainment of the
future goals and objectives can be made.
MAIN BODY
Theories and Principles of managing Service Quality-
There are various types of theories which can be used so that the management of Service
Quality can be carried out (Chi, Wen and Ouyang, 2020). Thus, in this way this can lead towards
a proper management of the Service Quality so that the enhancement in the customer satisfaction
level can be carried out. The use of RATER model can be made so that the measurement of
service quality can be done. The explanation of this model is as follows-
Reliability- It becomes crucial that services which are being provided are reliable in
nature. This can be helpful in ensuring that the best services are provided to the different types of
customers which can thus help in enhancing their overall satisfaction level.
Assurance- It is also quite crucial that the right-level of assurance is provided to the
customers so that they are able to place their trust on the services which are being provided by
the organization.
Tangibles- It means the physical assets which assist an organization in providing its best
services to the customers. Therefore, it is quite important to consider them so that the
organization is able to provide the desired services to the customers in a proper manner.
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Empathy- It refers to the ability of understanding and sharing the feelings of others. It is
quite important because it is quite crucial to understand the customers in quite a proper manner
so that the feelings of others can be analysed effectively and efficiently and they are thus
provided the best services (Dandis and et.al., 2021).
Responsiveness- It refers to the ability of responding to the service requests which are
put up by the various types of customers. Therefore, it is quite crucial and important that the
response to the service requests of the customers can be provided (De Leon, Atienza and Susilo,
2020). Thus, in this way the attainment of the goals and objectives can be done quite
appropriately.
For Canary Wharf Hotel, it is necessary that the use of this model is made so that the
enhancement in the level of services can be made in a proper manner and in a right way which
will thus help in finding out the scope for making improvements and bringing those
improvements in a proper manner.
Principles of Managing Service Quality-
It is quite important that the management of service quality is done in a proper manner so
that the organizations are able to ensure that they can bring the desired improvements in their
various types of services quite effectively and efficiently which can help in attaining the goals
and objectives. The Principles of Managing Service Quality are explained as follows-
 Customer Focus- In the organizations, it is quite important to make sure that the focus
should be made on the various types of customers (Demir and et.al., 2020). This can be
highly important as well as crucial for the purpose of ensuring that the different needs
and requirements which are related with the customers can be managed in quite a proper
way.
 Leadership- It is also important that the organizations are able to have the right
leadership so that the full focus can be made on the providing of best service quality to
the customers which can be quite crucial and important for them (Dhingra, Gupta and
Bhatt, 2020). Therefore, a higher-level of customer satisfaction can be ensured in this
way.
 Engagement of People- It is necessary to make sure that the engagement of workforce is
done (Ejdys and Gulc, 2020). This is quite important and thus the best services can be
provided to the customers in a proper manner by the organization in this way.
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 Process Approach- According to it, it is essential that the optimization of the processes
is carried out (Jain, Gajjar and Shah, 2021). Therefore, in this way it can be stated that the
organizations can make sure that the best services are provided to the customers.
 Improvement- It means that it is quite important to make sure that the desired level of
improvements are made in the organizations in a proper manner. Therefore, it is
necessary that the required level of improvements are made in the companies so that they
are able to make sure that the enhancement in service quality can be carried out.
 Evidence-based decision making- It refers to the way in which the evidence-based
decisions can be taken so that the firms are able to ensure that the best service quality can
be provided to the customers in a right way (Li and et.al., 2021). Thus, in this way it can
be stated that through its use the appropriate level of decisions can be taken and they can
be quite important for the proper management of the work.
 Relationship management- It is quite necessary that the focus is made on it so that the
relationships are managed in a right manner (Nunkoo and et.al., 2020). This can be quite
crucial for the purpose of establishing appropriate relationships with the different types of
customers. A wide range of needs and requirements of the different types of customers
can be carried out in this way which can be quite important for the company to be able to
attain its goals and objectives in the future. It is therefore quite necessary that a
Relationship Manager is appointed in the organization for this particular purpose who can
ensure the right management of relationships with the customers. Thus, in this way the
best service quality can be provided to the customers.
Therefore, this makes it quite important for Canary Wharf Hotel that it is able to make sure that
the best services are provided to the customers and therefore in this way the customers will be
able to make sure that the positive reviews and feedbacks are provided. Therefore, the focus has
to be put on ensuring that the attainment of the future goals and objectives can be done.
Importance of measuring service quality-
 Raising the efficiency and effectiveness level- It is quite necessary that the
measurement of service quality can be done so that the different types of customers can
be satisfied which will be quite helpful for them (Olya and et.al., 2021).
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 Working on the feedback- It is also necessary that the appropriate work on the feedback
provided by the customers can be done. Therefore, in this way the improvement in
service quality can be made if it has been suggested by the customers of the organization.
 Attainment of strategic edge- It is absolutely important that the attainment of a strategic
edge can be obtained over the various types of competitors in the market through
bringing an improvement in the Service Quality effectively and efficiently. Thus, in this
way it can be stated that this will be quite helpful in bringing an improvement in the
services which are being provided by the organization to its customers.
 Training the different staff members- It is necessary that the training is provided to the
different staff members in a proper manner. Therefore, in this way it can be stated that in
this way the staff members will be able to work in a right manner and will be able to
contribute towards the attainment of the goals and objectives in the future. This will help
in bringing the required level of improvement in Service Quality which will therefore
help in enhancing the overall level of efficiency and effectiveness in a right way in the
future (Omar and et.al., 2021).
Critical appraisal of management of Service Quality-
In Canary Wharf Hotel, the management of the Service Quality is not being done
appropriately. This is so because there are various complaints of the different types of
customers regarding the Service Quality of the hotel and therefore this is creating a particular
level of impact on the level of operations of the hotel. The explanation of the current
situation of the hotel can be made as follows-
 Rise in customer complaints- There has been an increase in the number of customer
complaints in the Hotel (Patten, Ozuem and Howell, 2020). The complaints which are
made by the customers are not being attended on time and therefore in this way this is
creating a particular level of impact on the Hotel. Thus, it can be stated that due to
this particular reason the Hotel is impacted.
 Lack of proper service- The proper services are not being provided by the Hotel to
its different types of customers which is thereby impacting them a lot. Therefore, in
this way it can be stated that it is impacting the customers a lot and therefore affecting
the ratings of the hotel quite badly.
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 Inconvenience to the customers- There is a lot of inconvenience for the customers
and therefore in this way it can be stated that this is creating an impact on them.
Therefore, it can be stated that it is affecting the ratings and reviews of the hotel.
 Dissatisfaction of the customers- The customers are dissatisfied due to bad service
provided to them and therefore in this way it can be stated that this is creating a
particular level of impact on the reviews and feedbacks which they are providing for
the hotel.
 Lack of proper response to reviews and feedbacks- There is a lack of a proper
response to the reviews and feedbacks which are being provided by the different
types of customers. Therefore, it can be stated that in this way an impact can be
created on the various types of customers and can affect them a lot.
 Bad attitude of the management- The management is displaying a bad attitude
towards the handling of the complaints of the customers and clients and therefore in
this way this is creating a particular level of impact on them and therefore it is
affecting them a lot.
 Lack of availability of staff- There is a lack of availability of the staff. Therefore,
due to this particular reason the service quality at the hotel is getting impacted and
thus this is creating a particular level of impact on the level of services which is being
provided to the customers and clients (Pour and et.al., 2020).
 Bureaucratic style of the management- The management is style is becoming
Bureaucratic and therefore this is creating an impact on the service standards and
quality of services which is being provided to the different types of customers and
thus it can be stated that this is also a reason due to which the customers are
complaining about the service quality and standards of the hotel.
 Lack of Quality assurance- There was earlier Quality assurance which was provided
to the customers. This assurance is not being provided nowadays by the management
to the customers. Therefore, in this way it can be stated that this is creating a
particular level of impact on the customers a lot and is affecting them quite badly.
Impact of the current service delivery practices on the motivation and
engagement of staff-
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 Dissatisfaction of the staff members- Due to the current practices which are being
adopted in the hotel the dissatisfaction among the staff members is on a rise and therefore
this is also impacting the way in which they are performing their duties. Therefore, in this
way it can be stated that in this way the staff members are impacted and therefore this
creates a particular level of impact on them (Prentice and Nguyen, 2021).
 Lack of adherence to the feedback- The staff members are not adhering to the feedback
which is being provided by the customers appropriately and therefore this is creating a
particular level of impact on them and the way in which they provide their different types
of services. Thus, it can be stated that this is impacting the way in which the different
types of services are being provided to the customers.
 Lack of proper motivation for the staff members- The motivation of the staff members
of the hotel has decreased a lot due to the reason that the current practices which are
being adopted are not appropriate. Also, there is no effort which is being made by the
management to make sure that the overall motivation of the staff members can be
enhanced which is thereby impacting them a lot.
 Lack of appropriate staff engagement- There is a lack of appropriate staff engagement
which is being done by the management of the hotel and due to this particular reason this
is creating a particular level of impact on the staff members of the hotel and the way in
which they perform their different types of duties. The management does not takes
interest in staff engagement activities which is resulting in staff members’ motivation
level going down thereby impacting the hotel badly.
Thus, there is a requirement of complete overhaul to be taken within the hotel so that the
management of Service Quality can be done in quite a proper manner. This will therefore
be quite helpful in ensuring that the better management of the different types of resources
can be done quite effectively and efficiently in a right way. Thus, the following
recommendations can be provided to the hotel’s management-
 Providing proper consideration to the reviews and feedback- It is quite important that
the proper consideration to the reviews and feedback is provided by the management of
the hotel so that it is able to take the right steps towards the attainment of the best service
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quality effectively and efficiently in the right manner. Enhancement in the service quality
can be done through this way which will help in satisfying the customers.
 Providing of proper training to the staff members- There is also a requirement of
providing proper training to the staff members. In this way the best services to the various
customers can be provided as the staff members will be able to make sure that they are
able to contribute to the best of their potential for the customers. Thus, the right training
is required to be provided to the staff members. Thus, it is quite important that the
training is provided in different ways to the staff members which will help a lot in
managing the needs and requirements (Raza and et.al., 2020).
 Establishment of the right standards- It is important that the appropriate service quality
standards are established by the organization so that the best services to the customers
and clients can be provided quite effectively and efficiently. Thus, in this way it can be
stated that if the services are being provided according to these particular standards then
this will make sure that the attainment of the future goals and objectives can be done.
 Regular monitoring of performance- With the use of methods and techniques like
KPIs, Benchmarking, Balanced Scorecard etc. The regular monitoring of the performance
can be done quite effectively and efficiently in a proper manner. Thus, it can be stated
that in this way the management of the overall performance can be done quite
appropriately and thus in this way the enhancement in the performance level can also be
done which will help the hotel in the future to be able to attain a much-require strategic
and competitive advantage over the various types of competitors in the market.
 Rectification of the mistakes- Identification of the mistakes is quite important and
should be done so that the right and appropriate steps can be taken for removing them.
This can be very helpful for the firm in the future. Therefore, in this way it can be stated
that it becomes very necessary to make sure that the hotel is able to rectify the mistakes
found in providing services to the customers so that the services can be improved and the
customers can be satisfied.
 Streamlining the processes- It is important to make sure that the streamlining of the
various types of processes within the organization can be carried out so that the
improvement in the service quality which is being provided to the customers can be
made. In this way, the hotel will be able to bring an improvement in its services and thus
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the overall level of satisfaction of the customers will be enhanced in this way quite
effectively and efficiently (Restuputri, Masudin and Sari, 2020).
Thus, if these recommendations are followed properly the management of Canary Wharf
Hotel will be able to make sure that it can effectively and efficiently make sure that the
attainment of the goals and objectives related with the improvement in the Service
Quality can take place in a proper manner.
Customer Feedback System Framework-
The Customer Feedback System is important for the organizations because through
making its right use the various types of customers can make sure that they can provide their
feedback on this system so that the improvements can be made by the organization in the
services which are being provided to the customers. Therefore, it is quite necessary that it is
created in the organizations. Thus, it becomes necessary for the management at Canary Wharf
Hotel that it is able to ensure that it can develop this type of system for the customers. This type
of framework is essential because through making its use the Hotel will be able to make sure that
the proper attention towards the various types of customers can be given which will be essential
in ensuring that their satisfaction can be enhanced. In this way, the company will be able to make
its progress towards the attainment of the sustainable level of success in the future which will
help it in attainment of strategic edge over the competitors. The customers should make sure that
they make an appropriate use of this particular framework as and when required by them so that
the improvements can be made. The Customer Feedback System Framework of the Hotel should
be framed as follows-
 Registration of complaints- The Website of the Hotel should allow the customers to be
able to register their various types of complaints in a proper way. In this way, the
identification of the complaints can be done and thus the appropriate methods and
techniques can be used so that the management of these particular complaints can be
carried out in a proper way quite effectively and efficiently. This is important and it is
necessary that this process should be simplified so that the customers can register their
problems and issues.
 Registration of feedbacks- It is essential that the registration of the feedbacks can be
done within the organizations so that the customers are able to provide their feedback on
the services which are being provided in the organization. Thus, in this way it can be
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stated that through the use of the feedbacks the improvement in efficiency and
effectiveness can be made in a proper way (Shen and Yahya, 2021).
 Automation of feedbacks- When the automation of feedbacks is done it can be quite
helpful in ensuring that the different types of customers can process their feedback
requests quite seamlessly. Therefore, it can be stated that this is required to be done so
that the attainment of the goals and objectives in the future can be done quite
appropriately.
 Proper handling of requests- It is also necessary that the proper handling of requests of
the customers can be done. This can be helpful in ensuring that the customers are able to
place their specific requests for services to be provided to them in the hotel. Thus, in this
way the overall level of satisfaction of the customers can be enhanced and therefore this
can help them the organization in attaining the specific goals and objectives in a better
way effectively and efficiently (Thongkruer and Wanarat, 2020).
 Improvement in the interface- It should be ensured that the improvement in the
interface of the website should be made in the organization so that the customers are able
to register the complaints seamlessly. This can therefore help them a lot in ensuring that
they can help a lot in bringing the required improvements in the system in a proper
manner quite effectively and efficiently. Thus, it is quite important that the interface can
be improved so that the customers are able to make sure that they can carry out their tasks
quite appropriately.
 Tracking of the complaints and feedbacks- In the framework, there should be a system
so that the tracking of the complaints and feedbacks of the customers can be done. This
can therefore help a lot in ensuring that the proper attention can be paid towards them.
Thus, in this way the complaints and feedbacks can be sorted out quite effectively and
efficiently by the organization which will enable the attainment of a strategic and
competitive edge over the different types of competitors in the market.
 Proper collection of data- It is also important that the proper collection of data is done
within the organization. This is essential so that the analysis and interpretation can be
carried out. This data should be related with the customers and therefore it should be used
quite appropriately so that the handling of the complaints and queries of the customers
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can be done properly which will help in ensuring that the organization is able to ensure
that the overall level of satisfaction of the customers can be enhanced in a proper manner.
 Sequencing of data- It is quite necessary that the sequencing of the data is done so that
the data can be used as and when required. In this way, the company will be able to make
sure that the customer-related feedbacks and queries can be managed which will therefore
be essential in ensuring that the management of the customer needs and requirements can
be done.
 Rating on the services by the customers- The framework should make sure that the
rating on the services can be provided by the customers in a proper way. Therefore the
star rating can be quite helpful for the organization so that the various types of substantial
improvements can be made by it so that the management of the needs and requirements
of the customers can be done quite effectively and efficiently. If the rating is low then the
substantial improvements are required to be made in the services to satisfy the customers.
 Suggestions by the customers- It is quite important that the various types of suggestions
which are provided by the customers can be recorded and therefore their implementation
can be done within the organization. In this way, the different types of suggestions can be
implemented in a proper way. Thus, in this way it can be stated that the organization will
be able to carry out substantial improvements according to the suggestions which have
been provided by the customers and this will help in the attainment of the goals and
objectives.
 Customer Satisfaction Surveys- It should also have the Customer Satisfaction Surveys
so that the customers are able to undertake them and this will allow enhancement in the
overall customer satisfaction level in a proper way in the organization in a right manner
(Wang, 2020). Thus, this makes these surveys quite necessary for the firm.
 Focus Group Discussions- It must also have the scope for this because in this way the
management of the customers can be done in a better way. Thus, in this way it can be
stated that the customers will be able to ensure that they provide the scope for making the
desired improvements to the organization.
 Review about the staff- It should also provide a system so that the customers can
provide their review about the different types of staff members of the organization in a
proper manner. Therefore, in this way it can be stated that the management of the
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