Rosewood Hotel London: Quality Service, Standards & Customer Focus

This report examines the quality service standards and customer-focused culture at Rosewood Hotel London, a luxury 5-star hotel. It discusses factors contributing to quality service, such as the SERVQUAL model's elements of reliability, tangibles, assurance, responsiveness, and empathy. The importance of setting standards for service delivery is highlighted, emphasizing expectations, accountability, customer satisfaction, consistency, and loyalty. The report also explores the purpose of promoting a customer-focused culture, which drives business growth by aligning services with customer needs. Techniques for investigating customer requirements and satisfaction levels are discussed, including technological advancements, online research, benchmarking, and continuous improvement. The application of customer care and service techniques at Rosewood Hotel is explored, emphasizing the use of plain language, active listening, and well-educated staff to ensure customer satisfaction and retention. The report concludes that hospitality sectors play a vital role in revenue generation by providing excellent service, and that customer focus is crucial for building loyalty and consistency.

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Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK ..............................................................................................................................................3
Factors contribute in giving quality service................................................................................3
Importance of setting standards for delivery of quality service..................................................4
Purpose for promoting Customer focussed culture.....................................................................4
Investigations into customer requirements and satisfaction level...............................................5
Application of customer care with service techniques for Rosewood hotel...............................5
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Hospitality sector is generally the people welcoming section which use to consider all the
welcoming of the individuals towards different places by organising some beneficial amenities
for all of them. Hospitality and tourism organisation use to create a major role as in order to
frame the tourist to enjoy their vacation and also to increase the revenue by generating profit for
all the individuals (Subrahmanyam, 2017). The organisation chosen for this report is Rosewood
London hotel it is a luxury 5-star hotel headquarter in London. In this report their will be
discussion about the quality services and the importance for implementing the standards and
promoting the customer focused culture with their requirements. Further it will also provide all
the techniques and the services for the chosen organisation.
TASK
Factors contribute in giving quality service.
In order to manage the quality services for all the hospitality and tourist, sector it is
important to frame the organisational services through which the performance can be enhanced.
As for Rosewood hotel London to manage the quality service their should be applied
SERVQUAL Model this helps in raising the standard and maintaining the quality and service it
is considered with 5 important elements which are like: Reliability- this is generally the methods which are being required in order to perform all
the services that are accurately being dependent on the functions and the quality. Tangible- the hospitality sector should always have to manage the proper services with
their staff, equipments, physical facilitates and the general appearances. As this helps in
managing and attracting the tourist and to generate more revenues (Kwateng, Lumor and
Acheampong, 2017). Assurance- This is the method in which the staff use to manage al the work with trust
and confidence and it creates the effective management in all. Responsiveness- It considers all the requirements made buy the customers to be
completed an make them satisfied.
 Empathy- Services like the general caring for all the individualised areas are to be
provided. This make and build the confidence among all and also manage the working to
be framed efficiently.

Importance of setting standards for delivery of quality service.
Setting standards is generally an activity which is being made in order to manage the
performance and also to achieve all the targets through which the company can grow in an
positive manner. As for the Rosewood hotel London it is important to manage and set standards
through all the quality services for the following reasons they are like: Expectations and Accountability- this is an important thing which is gained when the
standards are made by any of hotel and their services as it promotes clear guidelines to all
the guests and also helps and make the employees accountable regarding their
management and evaluation. All the employees who are being working will feel
confident regarding the working areas and also make the clear identity and image of the
company (We and Ho, 2019). Customer satisfaction- When the standards for all the valuable services are made it
generally promotes and manage all the raised goals and provide the customers all the
better services which creates a major trust among all the customers. That automatically
gives a customer loyalty to the company as they feel safe and secure in investing in that
particular areas.
 Consistency and Loyalty- As when the standards is made it generates the consistency in
the services and the quality of work. The hospitality industry when promotes all the
consistency in their standard it generates a major loyalty of the customers.
Purpose for promoting Customer focussed culture.
The main purpose for the promotion of the Customer-focussed culture is that as all the
companies use to make and frame their business according to the needs and the requirements of
the customers. And when any business or the products is being framed it is generally being
designed according to the needs and wants of all the customers. Their has been seen that
Customer focussed culture mainly provides the growth to the company as when the organisation
use to make the product or the services for the customers it will make them to shift towards it
and also generate a trust and loyalty towards that particular field.
As for Rosewood hotel London they provide all the services according to the customers
ad their luxurious facilities are also made on account of making the customers feel much
comfortable this generates a loyalty and trust among all, and also regains profitability for the
sector.

Investigations into customer requirements and satisfaction level
Customers requirements and the satisfaction can be investigated as by managing the
different techniques through which all the requirements and the needs can be analysed. As like
with the help of technological advancement and the online research and services their can be
generated and seen all the methods through which customers satisfaction can be made, other then
that benchmarking is an efficient tool which promotes and evaluates all the methods through
which the general working and the methods of satisfaction can be made (Pham, Williamson and
Berry, 2018). Continuous improvement by the customers and the outgrowth and general
development is also an important method. All these helps to evaluate the investigation through
which consumers can be satisfied.
Application of customer care with service techniques for Rosewood hotel
Customer satisfaction is key to business health and its wellness so it is important that the hotels
have customer care service in its working so that enhanced level services are provided to the
customers. There are various techniques which may be used by Rosewood London in order to
enhance customer care which includes the following-
 Use plain language so that the customers can understand what the executive is trying to
convey.
 There must be active listening of executive of the customer query so that there is
customer satisfaction and retention (Suresh, Mahadevan and Abhishek, 2019).
 The executive must be educated enough to solve the query of the customers so that there
is customer satisfaction.
CONCLUSION
It is concluded from the above report that hospitality sector play an important role in
revenue generation and also try to provide the best service so as to attract the tourist. Quality
services are the general facilities which are provided by the sectors or the companies in order to
manage the better culture and to adapt the positive relation with the customers. Furthermore it is
also analysed that customer requirement and customer focused culture helps in making the
loyalty and the consistency in all the generated areas.

REFERENCES
Books and Journals
Kwateng, K.O., Lumor, R. and Acheampong, F.O., 2017. Service quality in public and private
hospitals: A comparative study on patient satisfaction. International Journal of
Healthcare Management.
Pham, L., Williamson, S. and Berry, R., 2018. Student perceptions of e-learning service quality,
e-satisfaction, and e-loyalty. International Journal of Enterprise Information Systems
(IJEIS). 14(3). pp.19-40.
Subrahmanyam, A., 2017. Relationship between service quality, satisfaction, motivation and
loyalty: A multi-dimensional perspective. Quality Assurance in Education.
Suresh, M., Mahadevan, G. and Abhishek, R.D., 2019. Modelling the factors influencing the
service quality in supermarkets. International Journal of System Assurance Engineering
and Management. 10(6). pp.1474-1486.
Wei, C.L. and Ho, C.T., 2019. Exploring signaling roles of service providers' reputation and
competence in influencing perceptions of service quality and outsourcing
intentions. Journal of Organizational and End User Computing (JOEUC). 31(1). pp.86-
109.