Service Quality Assessment and Recovery at Blakemore Hyde Park Hotel

This report provides a comprehensive analysis of customer service quality at the Blakemore Hyde Park Hotel. It begins with an introduction that outlines the scope of the analysis, focusing on service quality parameters, dimensions, and gaps within the hotel's customer service operations. The report employs the SERVQUAL model to assess service quality, examining dimensions such as reliability, responsiveness, assurance, empathy, and tangibles. It also explores the service quality gap model, identifying and analyzing gaps in market research, service design, conformance, communication, and customer expectations. Furthermore, the report delves into the understanding of four key acid tests of service recovery: customer satisfaction, customer retention, process improvement, and financial performance, providing insights into how these elements contribute to overall service quality. Based on a tailor-made questionnaire, the report offers recommendations for enhancing customer service strategies. The report concludes with a summary of findings and a list of references.

Customer Service 2

Table of Contents
INTRODUCTION......................................................................................................................3
Service quality (SERVQUAL)...............................................................................................3
Understanding of four acid test of service recovery within quoted firm...............................5
Recommendations based upon tailor made questionnaire.....................................................7
CONCLUSION..........................................................................................................................7
REFERENCES...........................................................................................................................8

INTRODUCTION
The report in second part will be analysing service quality parameters with specific
focus to dimensions and gaps within Blakemore Hyde park Hotel, functional working
customer services. The report will be also analysing knowledge and understandings of four
acid tests of service recovery within Hospitality Company in industry. A survey report with
recommendations for better advanced customer services after analysing tailor made
questioner will be also evaluated which hotel has sent to various customers.
Service quality (SERVQUAL)
Scope of service quality
There are 5 perspectives by which quality can be viewed at Blakemore Hyde park
Hotel within functional management for gaining new working efficacy among service quality
aspects, to develop goodwill within customer’s requirements and keep record of revenue
scenarios.
 Content: Service quality content are the standards which define are the procedures
followed among management for high quality results and procedural efficiency in
longer run. Content perspective makes sure all strategies for keeping up with quality
parameters are taken up strongly within company for reaching out to customer
satisfaction fundamentals.
 Process: This perspective specifically analyse sequence of events in service
procedures which needs to be appropriately planned and worked on to develop
efficiency standards (Bauer and Göbl, 2019).
 Structure: This perspective analyses physical facilities and design which should be
adequate for services among working scenarios and their should be active conducting
goals worked on. Outcome: This enables to keep monitoring status of services and how are customer’s
satisfaction gaining outcomes within business goals, and are the changes within
service quality gaining exact outcomes which are expected.
 Impact: This perspective identifies what is the long run range impact of strategies on
customer’s preferences and revenue scenarios among working levels within company
scenarios for productive businesses.

Dimensions of service quality:
 Reliability: This dimension holds high focused working importance as management at
hotel must be accountable to all duties towards customer’s services, be transparent
and productive to provide all bookings as promised. Responsiveness: The Blakemore Hyde park hotel should hold willingness to help
customers promptly and keep surety of all preferences being implemented timely;
avoid quality error among services and also quick recovery if service failure occurs
(Bavik, 2020).
 Assurance: The company hospitality services must be able to convey trust and
confidence among customers focused services and customer’s interests should be kept
at high focus and also they should be polite and respectful. Empathy: The services must hold ability to be approachable within customers and
management, where understanding and customers related needs should be also there
within hospitality services.
 Tangibles: The hospitality services at Blakemore Hyde park hotel must focus on
physical facilities within all rooms and facilitating all advanced goods and cleanliness
to be maintained among various customers services to maintain focused working
growth.
Service quality gap model
 GAP 1 (Market research gap): This is caused when management is not able to
evaluate customers expectations from past business experiences and there is not
enough data analysed from advertising analysis. Market research gap can be
minimised by --- improving market research and fostering innovation, better market
communication and reduced number of levels of management which enhances
customer’s goodwill. GAP 2 (Service Design): Management is unable to formulate target level of services
for catering to customer expectations and translating them to specifications as
competitively growing within hospitality industry. Setting goals and standardizing
services within delivery tasks can be done by Blakemore Hyde park Hotel to keep
higher performance goals as targets within performances. GAP 3 (Conformance gap): Actual delivery of services unable to meet specifications
among management, lack of proper vision and teamwork along with poor employee

selection cause conformance gap within company. This can be reduced by focusing
on setting clarity within vision statement goals and to allocate resources in planned
format. GAP 4 (Communication): This is created to less coordination within service delivery
and external communication which exaggerates promises in advertising of services
within management, which also creates lack of information to customers. GAP 5 (Customer expectations and perception gap): This gap depends on
minimising the above stated gaps within company service delivery parameters and to
measure the gap between expected services and perceived services.
SERVQUAL as measuring tool
The SERVQUAL is one of the most innovative service quality measuring tool sued
within businesses in companies for analysing how working goals are being performed, at
what range activities can be monitored and also kept at high importance for company future
goals. It measures and is collapsed into 5 dimensions which are reliability, tangibles,
responsiveness, responsiveness, assurance and empathy through which company productive
services can be reflected on with clear focused goals (Englund and Bucero, 2019).
Dimensions Scale
Reliability 4
Tangibles 3
Responsiveness 3
Assurance 2
Empathy 3
Understanding of four acid test of service recovery within quoted firm
Customer satisfaction: It is define as a measurement which examine how happy the
customers are with products and service offerd by the firm. For every company operating
within hospitality industry has to ensure that customer satisfaction is important because it
provides marketers and business owners with a metric that they can use or manage to
improve their business. In order to determine whether customers are satisfied with the offered
service, Blakemore Hyde Park London needs to take a survey from their regular customers
which in turn assist to determine the needs and wants in better manner (El-Adly, 2019).

Therefore, it is analyzed that with the help of customer satisfaction company increase the
reveue and measure customer loyalty as well. So it is a key point of differenciation which
assist to attract customers within competitive business environment.
With the help of implementing different customer satisfaction strategies, company
easily identify the services which needs recovery and this in turn assist to make decision for
the welfare of the firm. It is so because a cost of vase customer service by quoted hotel will
lead to affect the results and brand image of the firm.
Customer retention (customer loyalty): It is another acid test which means an ability of a
company to retain its customers over specified period. Also high customer retention refers to
the customer tend to return to and continue to buy the product in some other way. Therefore,
by implementing best customer retention strategies, company is able to generate better
relationship with customers and make them loyal towards a firm too (Kim, 2019). In the
context of Blakemore Hyde Park London, hotel offer best services to their customers and this
in turn leads to keep retain their customers which assist to improve the overall performance.
Hence to improve the customer service, hotel should offer a discount to their special
customer which prvoke them to visit the place again. On the other side, hotel should also post
new offers at social media sites which in turn assist to attract range of customers. It is so
because more than 80% of the people are engaged in social media and that is why, regular
posting of offering will help to improve the service and this in turn grab attention of many
customers towards it.
Process improvement: It involve the business practice that assist to odentify, analyze and
improve the existing business process in order to optimize performance. Also it make sure
that the define or set goals are meet with standards and users get best experience or not. As in
quoted hotel, there are some issues but among all, communication issue needs to be recolved
because it cause negative impact upon the business (Aqlan and Al-Fandi, 2018). So, process
improement is intended to improve the finactionality by offering correct communication such
that managers needs to offer emails and contact touch points between different department
and employees which in turn leads to improve the results in better manner.
Thus it is clearly refelcted that to minimize the error in communication, software
needs to be installed which in turn assist to improve the operations and meet the define aim as
well. Moreover, company should also conduct face to face meeting which help to minimize

the issues. This in turn leads to creates posituve impact upon the company’s performance and
meet the define aim as well.
Financial performance: It is measure of how the firm can uses its assets in order to generate
the revenue. This term is also assist tomeasure the company’s financial health for a specific
period. Therefore, it can be measure through asset turnover ratio, operating expenses ratio in
order to detemrine whether the company is fit from financial term or not (Wang and Sarkis,
2017). Blakemore Hyde Park London dhould also monitor the financial perfomance because
it creates more centainity and confidence in order to make better decision for the firm. Also,
this in turn leads to be healthier business and fastest growth rate which allows toperform well
in the competition.
Moreover, every company uses some indicator which in turn assist to improve the
financial performance of a firm. Also, assist to track and measure the performance of a firm
in better manner. So quoted hotel uses this aid test to examine the performance level for a
specific period.
Recommendations based upon tailor made questionnaire
CONCLUSION
By summing up above report it has been concluded that by using SERVQUAL model,
company is able to determine the performance. Such that it mainly focus upon the dimension
and this in turn leads to determine the gap as well. Through the report it is also summarized
that company offer the product with good quality in order to attract range of customers. Also
study concluded four different acid test of service recovery within a firm I.e. customer
retention, customer satisfaction, process improvement and financial performance.

REFERENCES
Books and Journals
Bauer, F. and Göbl, M., 2019. The influence of digitalisation on procurement
efficiency. Journal of Applied Leadership and Management in hospitality
industry 7.pp.50-65.
Bavik, A., 2020. A systematic review of the servant leadership literature in management and
hospitality. International Journal of Contemporary Hospitality Management.
Englund, R. and Bucero, A., 2019. The complete project manager: Integrating people,
organizational, and technical skills. Berrett-Koehler Publishers.
El-Adly, M.I., 2019. Modelling the relationship between hotel perceived value, customer
satisfaction, and customer loyalty. Journal of Retailing and Consumer
Services. 50. pp.322-332.
Kim, J., 2019. The impact of different price promotions on customer retention. Journal of
Retailing and Consumer Services. 46. pp.95-102.
Aqlan, F. and Al-Fandi, L., 2018. Prioritizing process improvement initiatives in
manufacturing environments. International Journal of Production
Economics. 196.pp.261-268.
Wang, Z. and Sarkis, J., 2017. Corporate social responsibility governance, outcomes, and
financial performance. Journal of Cleaner Production. 162. pp.1607-1616.