Consultancy Project: Service Quality in Tourism and Hospitality

This consultancy project examines The Dorchester Hotel, a five-star establishment in the United Kingdom, within the context of the tourism, hospitality, and events industry. The project begins with an introduction outlining the significance of organizational development in the current business environment, followed by a literature review defining service quality and its impact on customer satisfaction. A case study of The Dorchester Hotel, including its response to the COVID-19 pandemic and its partnership with WashCo, is presented. The project then analyzes The Dorchester's online presence, particularly its reviews on Trip Advisor, Google, and social media, to evaluate its service quality. Findings from the online reviews are used to develop recommendations for the hotel to enhance its services and improve customer satisfaction. The project concludes by summarizing the key insights and recommendations derived from the analysis.