Service Quality Assessment and Improvement for Canary Wharf Hotel

This report examines the service quality issues at the Canary Wharf Hotel, a 3-star establishment in London facing customer dissatisfaction due to poor service delivery. The report emphasizes the importance of service quality in the hospitality sector and explores various methods for assessing and improving it, including SERVQUAL, mystery shopping, social media monitoring, and post-service ratings. It analyzes the current service practices, identifies service gaps, and assesses the impact of service quality on the front-line team. The report recommends implementing a comprehensive customer feedback system, including comment cards, online feedback, and customer interviews, to address customer concerns and enhance overall service quality. The report also highlights the significance of service quality management and its influence on customer loyalty and business growth. Finally, the report suggests a combination of methods, including SERVQUAL, Mystery shopper, Social media monitoring & Post service rating to improve customer service.