Data Skills Report: Analyzing Hotel Service Quality and Trends

This report analyzes the services and quality provided by three hotels: Beavers Lake and Golf Park, Willow Park Lakes, and Burry Hill Golf, using data from surveys and complaint analysis. The report identifies key trends and patterns related to bedroom cleaning, room temperatures, facilities like pools and spas, and food quality. Findings reveal significant differences in customer satisfaction across the hotels, with Beavers Lake and Golf Park receiving the most complaints. The report presents visual representations of the data, including charts and graphs, and highlights best practices observed at each hotel, such as the cleanliness of bedrooms at Beavers Lake and the food quality at Willow Park Lakes. The management is advised to prioritize cleanliness, room temperature, sanitation, and food quality. Data limitations are also acknowledged, and the report concludes by summarizing the key findings and suggesting actionable steps for the Best Southern Hotels and Spa to improve customer satisfaction and increase the customer base.

Data Skills Briefing
Document

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Key trends and patterns...............................................................................................................3
TASK 2............................................................................................................................................3
Visuals.........................................................................................................................................3
TASK 3..........................................................................................................................................10
Findings.....................................................................................................................................10
TASK 4..........................................................................................................................................11
Best practice...............................................................................................................................11
TASK 5..........................................................................................................................................11
Management..............................................................................................................................11
TASK 6..........................................................................................................................................12
Data limitations..........................................................................................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Data skills play a major role in analysing the data whether simpler or complex. This helps in
saving time and not relying on others for making the tasks simpler and gets insights. The report
below will shed light on the services and its quality provided by three major hotels i.e., Beavers
lake and golf park, Willow park lakes and the Burry hill golf. The graphical and pictorial
representations were used for analysing the data obtained from the respondents regarding the
quality of service provided by the companies through survey and complaints analysis.
TASK 1
Key trends and patterns
The key trends and patterns observed by comparing various aspects of the three hotels are
the bedroom cleaning, room temperatures, facilities like pool, spa etc. and the quality of good.
The major things observed were that all the three hotels have different quality of all these
facilities due to many reasons. For example, the hotel Beavers Lake and Golf Park the quality of
bedroom cleaning is poor as compared to other hotels because the number of complaints received
for this hotel is greater than the others. Also, there were many complaints received for the same
hotel regarding the quality of food (Mangwiro and et.al., 2018). So, the key pattern observed was
that when the complaints were analysed then the Beavers Lake and Golf Park received the
greatest complaints than the Bury Hill Golf while the Willow park lakes hotel got the least
number of complaints. This can be observed from all the aspects.
TASK 2
Visuals
COMPLAINTS ANALYSIS
Bedroom cleaning
Poor quality of bedroom cleaning Complaints
Bury Hill Golf 58
Willow Park Lakes 17
Beavers lake and Golf Park 159
3

25%
7%
68%
Poor quality of bedroom cleaning
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
Room temperatures too cold
Room temperatures too cold Complaints
Bury Hill Golf 160
Willow Park Lakes 16
Beavers lake and Golf Park 26
79%
8%
13%
Room temperatures too cold
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
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Poor spa and pool sanitation
Poor spa and pool sanitation Complaints
Bury Hill Golf 120
Willow Park Lakes 65
Beavers lake and Golf Park 26
57%31%
12%
Poor spa and pool sanitation
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
Poor Quality Food
Poor quality food Complaints
Bury Hill Golf 92
Willow Park Lakes 31
Beavers lake and Golf Park 215
5

27%
9%64%
Poor Quality Food
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
SURVEY ANALYSIS
Cleaned bedrooms
7%
44%
49%
Respondents who agreed with
cleaned bedrooms
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
6

40%
20%
40%
Respondents who disagreed with
cleaned bedrooms
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
Good room temperature
12%
39%
48%
Respondents who agreed with good
room tempearture
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
7

41%
19%
40%
Respondents who disagreed with
good room temperature
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
Good Spa and pool sanitation
15%
12%
73%
Respondents who agreed with good
spa and pool sanitation
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
8

41%
19%
40%
Respondents who disagreed with
good spa and pool sanitation
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
Good Quality Food
9%
65%
27%
Respondents who agreed with good
quality food
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
9

19%
41%
40%
Respondents who disagreed with
good quality food
Bury Hill Golf
Willow Park Lakes
Beavers lake and Golf Park
TASK 3
Findings
This could be found from the pictorial representations that the quality of the amenities
provided by different hotels and spa are different. Among all the three hotels given which are
Bury Hill Golf, Willow Park lakes and Beavers Lake and golf park, the number of complaints in
the beavers lake and golf park is the greatest which means the quality of the amenities provided
by the hotel is not able to satisfy the clients and the travellers. This was found that the cleanliness
of the bedrooms in Beavers Lake and Golf Park is not good while the other two hotels have
cleaner bedrooms (Lipianin-Zontek and Szewczyk, 2019). On the other hand, there are more
complains for cold temperature in bedrooms of Bury Hill Golf. Also in the case of poor spa and
pool sanitation, Burry Hill Golf received more complaints than the other two hotels. This means
that in the Burry Hill Golf, the cleanliness is not according to the needs of the customers in the
spa and pool. Furthermore, this was also found that the quality of food was not good in Beavers
Lake and golf Park because the number of complaints was much greater than the other to hotels.
The quality of food of Bury Hill Golf was much better than this which was shown by lesser
complaints and the Willow park lakes ahs the best food among all the three hotels because very
less number of complaints reached for poor quality of good (Chiang, Chen and Hsu, 2019).
Overall, this can be observed that the Willows park lakes is much better in all the aspects
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whether it is cleaning of the bedrooms, spa, sanitation or the quality of food or temperature of
room. There were very less complaints got for this hotel regarding all the factors. This means
that the customers are satisfied from the same which did not force them to complain against it.
TASK 4
Best practice
Every hotel has its own best practice which can also help the other hotels to get inspired
from them and can easily bring improvements. This can be observed from the survey and the
complaints analysis that the cleaned bedrooms for which the staff of the hotel needs to be up to
dated regarding the cleanliness of the rooms which make the Beavers and Golf parks hotel the
hotel with most cleaned bedrooms which is why most of the people were agreed with the same.
Also, the best practice of the Willow park lakes is the quality of food which it offers to
the customers in its restaurant. This practice must be followed by the other hotels because the
food is the major thing towards which the customers are attracted (Stefko and et.al., 2020).
The best practice in the Bury Hill Golf was not much but its food quality was better than
the beavers and Golf parks which must be learned by the other hotels. The best thing which must
be learned from this hotel is that the staff is always available for addressing the issues. So the
other hotels can learn that they must recruit the best employees and staff who can help in
minimising the complaints.
TASK 5
Management
The key area where the management of the hotel needs to take action is that they must
ensure that the rooms especially the bedrooms are cleaned properly all the times at the time of
checkouts and check-ins. If this not done, then the guests will be disappointed and this will lead
to greater loss to the business due to the dissatisfaction of the guests. Also, the temperature of the
room must be normal which means neither too hot nor cold and there must be good spa and pool
sanitation along with the good quality food in the restaurants (Koliopoulos and Katsoni, 2019).
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TASK 6
Data limitations
There are not much data limitations because qualitative data was collected which helped
in doing the comparisons of these three hotels and also the data helped in making pictorial and
graphical diagrams which made the analysis easier and accurate. The major limitation found was
that the analysis was somewhat difficult due to the agree and disagree options.
CONCLUSION
The above report concluded about the amenities and facilities which are provided by the
different hotels and the quality of the facilities provided. The numerical or quantitative data was
given regarding the responses from the survey of the people and also the complaints from the
same. The analysing of survey and the complaints helped in knowing about the ways in which
one hotel is better than others while the other one is better in other aspects. This is how, the
report highlighted on the comparisons on the services provided by the hotel by suggesting the
actions to be taken by the management.
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REFERENCES
Books and Journals
Chiang, C.F., Chen, W.Y. and Hsu, C.Y., 2019. Classifying technological innovation attributes
for hotels: an application of the Kano model. Journal of Travel & Tourism
Marketing. 36(7). pp.796-807.
Koliopoulos, T.K. and Katsoni, V., 2019. The innovative health tourism’s environmental
management sustainable design facilities assessment capability. In Smart Tourism as a
Driver for Culture and Sustainability (pp. 79-87). Springer, Cham.
Lipianin-Zontek, Е. and Szewczyk, І., 2019. Adaptation of business hotels to the needs of
disabled tourists in Poland. Problems and Perspectives in Management. 17(4). pp.392-
403.
Mangwiro, M. and et.al., 2018. Compliance of Zimbabwean Hotels in the Provision of Innovative
Facilities for Guests with Disabilities. Disability, CBR & Inclusive Development. 29(3).
pp.105-119.
Stefko, R. and et.al., 2020. Effect of service quality assessment on perception of TOP hotels in
terms of sentiment polarity in the Visegrad group countries. Oeconomia
Copernicana, 11(4), pp.721-742.
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