This report provides a comprehensive analysis of service quality, focusing on the South Quay Hotel. It begins with an evaluation of service quality theories and principles, highlighting their importance in the hospitality industry. The report then critically appraises the hotel's current service quality management practices, assessing their impact on staff motivation and engagement. A key component is the development of a Customer Feedback System (CFS) framework, designed to help the hotel monitor and continually improve its service quality. The report covers various aspects of service quality, including customer expectations, gap analysis, and the significance of meeting customer needs. It emphasizes the importance of building a strong reputation, managing costs effectively, and ensuring customer satisfaction to enhance profitability and brand loyalty. The report concludes with recommendations for improving service delivery and customer satisfaction at South Quay Hotel, aiming to contribute to its long-term success.
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