Service Quality Report: Canary Wharf Hotel Evaluation and Framework

This report analyzes the service quality of the Canary Wharf Hotel, a 3-star establishment in East London. It begins by emphasizing the importance of managing and measuring service quality, discussing key dimensions and benefits, and providing recommendations for adopting methods like SERVQUAL and Total Quality Management (TQM). The report then assesses the hotel's current service delivery practices, examining their impact on front-line employees, engagement, and managerial implications. It highlights the firm's services, including accommodation, recreational facilities, and food and beverages, and notes the positive impact of recent renovations. The report also produces a Customer Feedback System (CFS) framework that the hotel can utilize to monitor and continually improve service quality. The framework includes the use of post-service ratings, employee suggestions, and social media reviews. Finally, the report concludes with recommendations for adopting service quality management methods to address potential issues.