Impact of Service Quality Management on Park Avenue Hotel Performance

This report provides a detailed analysis of service quality management at the Park Avenue Hotel, a 4-star establishment in the UK. It evaluates the application of service quality theories and principles, emphasizing the importance of measuring service quality through customer feedback and employee satisfaction. The report examines the hotel's current practices, particularly after a refurbishment, and assesses their impact on employee motivation and engagement. It identifies issues such as understaffing and long wait times and suggests improvements. The report also proposes a customer feedback system designed to help the hotel modify its services and enhance the overall customer experience, with the goal of boosting profits and business expansion in the competitive hospitality sector. It covers topics like customer focus, employee commitment, process approach, and integrated systems to ensure quality service delivery.

SERVICE QUALITY

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Evaluation of theories and principles of managing service quality and how importance of
measuring service quality.......................................................................................................3
Integrated system.............................................................................................................................6
Appraisal of the management of service quality for the given organisation and establishing
impact of current practices on employee motivation and engagement of staff......................7
Generate a customer feedback system that a organisation can use to modify its services
quality...................................................................................................................................10
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................13
.......................................................................................................................................................16

INTRODUCTION
This report is based on the impact of delivering quality services on the business
organisation or the hotels and tour companies as it would help them in boosting their profits and
helps in expanding the business. Quality is one of the important aspect for every business as it
helps in attracting the consumers and retaining the consumers and also it helps in understanding
the needs and wants of the consumer. Service sector is one of the sector where quality plays a
crucial role as the consumers looks for the services which can make their expenditure effective
and efficient as consumers needs services which are affordable and deliver them the best
experience. Services can only be experienced and the satisfaction level is the tool by which the
service quality can only be measured (Devia, and Puspaningrum 2018). This report is based on
the Park Avenue Hotel which is a 4 star hotel and which is famous in the UK environment due to
it's services. Consumers are attracted towards hotel due to it's great services and because of it's
hospitality to the consumers. This report is based on the changes made by hotel as due to the
refurbished it is attracting more consumers but due to the lack of staff and due to poor
management consumers are not satisfied with the services and this report explains about how the
services plays vital role in the hospitality sector and what changes should be implemented by the
managers of hotel to satisfy it's consumers and to manage the image of hotel among consumers
and in the market(Alabboodi, 2019).
MAIN BODY
Evaluation of theories and principles of managing service quality and how importance of
measuring service quality
Services plays vital role in the hospitality sector and the experience of the consumers
helps organisation in understanding the importance of the services and helps in understanding the
needs of the consumers and also helps in determining the satisfaction level of the employees.
Service quality helps organisation in determining it's effectiveness and efficiency also it helps in

formulating and implementing the strategies which can help organisation in delivering the
quality services to the consumers. Service quality helps organisation in understanding the factors
which affect the consumer buying behaviour and how organisation can make changes in their
services in order to be effective. This part of the report focuses on the improvement in the
services of the Park Avenue Hotel and their management as their services are very much
effective and after the refurbishing they have managed to attract more consumers and this is
helping them in achieving the goals and objectives but due to the increased number of consumers
hotel is facing issues and consumers also facing the issues which is creating a bad image of the
hotel among the consumers. There are many issues such as understaffed, long waiting lines,
behaviour of staff etc(ALAM and AL-AMRI 2020). as these issues creating dissatisfaction
among consumers and in order to resolve these issue hotel have to focus on using the principles
to manage the consumer and deliver quality services. There are different techniques by which
quality can be managed such as:
Customer focus
Every sector focuses on satisfying the consumer as it helps in generating the revenues and
helps organisation in expanding it's business. Park avenue hotel have to make sure that they are
satisfying the needs of the consumer and understands their problem and issue and on the basis of
that implementing the strategies to resolve their issue. Consumer satisfaction is the key to
consumer retention and it is important for the organisation to deliver quality services to the
consumer. Hotel have to focus on understanding the needs of the consumers as it helps in
planning the process, resources and people in order to meet their expectations. To understand the
issues of the consumers hotel have to do some research which can be done through getting
feedback or by survey as it helps them in understanding the issues faced by consumers. After that
hotel have to consider these issues while focusing on their goals and objectives. After all these
steps hotel have to manage the consumers feedback and understand their concern as it helps in
maintaining the relationship with consumer. Satisfying consumers will help Park Avenue Hotel
in increasing the sales, retaining consumers etc(Felix, 2017). Hotel have to make sure that they
manage good balance among their consumers as it helps them in increasing their productivity
and it also helps in increasing its market share if customer will be happy by the services then it
will attract the new customers because the customers who have experienced the services of the

organisation will refer it to their friends and relatives through which company's growth can
developed and profit can be earned.
Employee commitment
Every organisation productivity and functioning depends on the commitment of
employees as effective and efficient working helps organisation in maximising it's productivity
and generating profits in the organisation. Park Avenue Hotel managers have to make sure that
it's employee have knowledge about their vision and mission and should deliver the quality
performance in order to contribute in the growth of the organisation(Yilmaz, and Ari, 2017).
Hotel have to make sure that their employees are well trained to greet the consumers and deliver
their services to ensure consumer satisfaction and give treat consumers with respect. Managers
should also give appraisal to the employees so that there work can be enhanced and proper
growth of the employees can take place. because they are the one who help the organisation to
build its reputation in the market by providing good services to the customer.
 Employees should know their roles and responsibilities in order to achieve the end goals
and objectives of the hotel.
 Employees of the hotel should be well trained and have the needed skill set in order to
resolve the issue if it arises by the consumer.
 Help employees in developing their skills and knowledge by providing them training and
development programmes and this helps hotel in preparing their employees to train to
resolve the issue of consumers.
 Encourage employees to acquire knowledge and skills in order to get recognition in the
organisation and to grab the opportunity for the growth in the career.
 Managers of hotel have to make sure that the communication among the hotel is effective
as it helps employees in giving the ideas and giving the thoughts about bettering the
transparency in the hotel(Yildiz, 2017).
 It helps in the employee retention for the hotel as the experienced employee helps
organisation in resolving the issues in the organisation with the effective use of resources. It creates a healthy work environment and also helps in creating the healthy work culture
in the organisation.
Process approach

Every organisation focuses on making the action plan which involves particular actions
and plans for the problems in order to resolve the issue effectively. Park Avenue Hotel also
focuses on proposing and implementing the action plans for the particular issues and helps in
using the resources effectively and efficiently. This process helps in implementing the action
plan which is used at certain times. This type of action plans helps organisation in resolving the
issue and also helps in saving the time to resolve the issue. It helps in analysing the issues faced
by the hotel in current circumstances and how it can be resolved and helps in formulating and
implementing the action plans for particular issues. Hotels have to focus and analyse the impact
of the issue which are affecting the goodwill and image of hotel and focus on resolving the issues
to make their consumer satisfied. This approach helps Park Avenue hotel in the development of
it's strategies and also helps in increasing the revenues. It also helps in providing better outcomes
and improving the outcomes by preparing the action plan for further issues and to resolve those
issues efficiently. This approach is generally used by several organisation as it helps in setting
the action plan by analysing the past performance of the organisation(Yang, Yang, , Chen, and
Fan, 2019,)
Integrated system
It is explained as the process where every department in the organisation focuses on
bettering the organisation efficiency and by using the integrated system it helps in improving the
organisation performance and it's productivity and also helps in setting the policies, processes
and standards of the organisation and which applies same for all the department of the
organisation. This type of system will hotel in managing the resources and also helps in
improving the communication system of the organisation as it would help Park Avenue in
communicating effectively and finding solutions for the problems and it also helps in effective
communication among the employees and the managers. Integrated system helps in reducing the
costs of the organisation and it's production costs and helps in managing the employees of every
department in understanding the quality of work and promoting the quality of the work. In the
service industry it is important to focus on the work quality as every consumer needs quality
service for the consumers(Blankson and Prybutok, 2017).. Park Avenue hotel focuses on
delivering the quality services to the consumers because it helps in retaining the consumers and
helps in achieving the goals and objectives. Integrated system helps hotel in communicating to
other departments and also helps in reducing the wastage of resources and also helps in

managing the consumers of the hotel effectively. Integrated system also helps in identifying the
area of concern and on the basis of that managers of hotel can provide training to the employees
of the hotel.
Strategic and system approach
Organisation managers always focuses on achieve the goals and objectives by following the
proposed plan and focus on achieving the goals and objectives effectively and efficiently.
Strategic and system approach helps organisation employees in following the plan which is
implemented in the organisation to achieve the goals. Park Avenue hotel can use this approach as
it helps them in managing the employees and also helps in delivering the services desired by the
employees. This approach only be implemented in the hotel when the following steps should be
taken such as:
 Hotel managers have to provide training to their employees to help them in their
individual development.
 Hotel have to focus on improving the process and to upgrade technology according to the
need of hotel(Woo, 2017)..
 Ideas, thoughts and innovative changes by the employees should be recognised and
rewarded by hotel managers.
Above mentioned principles can help Park Avenue hotel in measuring their quality of services
and focuses on providing training to the employees as employees are the one who interacts with
the consumers and training of employee will helps in delivering the quality service to the
consumers(Veloso, , Magueta, , Fernandes, and Ribeiro, 2017).
Appraisal of the management of service quality for the given organisation and establishing
impact of current practices on employee motivation and engagement of staff
This part of the report focuses on the service quality management and how the managers
of the hotel makes sure that employees is delivering the quality services to the consumers.
Management of the organisation focuses on delivering the quality as organisation in hospitality
and service sector profits and revenues depends on the services they provide to consumers as
consumer satisfaction and retention depends on the services and it helps organisation in
understanding the needs and wants of the consumer. Management of service quality depends on
the consumer feedback and how efficiently organisation is understanding the feedback of
consumer and what changes are made by the organisation in order to resolve the issue if there is

any in the feedback and to make sure that consumer feedback should be understood by the
organisation and make changes according to that feedback. Service quality management helps in
analysing the services of the organisation according to the needs of the consumers and met the
expectations of the consumers. This part helps in understanding about how the changes made by
organisation in order to satisfy consumers should be maintained and to make sure that these
changes are monitored in long-term and to make sure that changes should be efficient an the
efficiency of the changes shouldn't be affected during the long-term. Organisation focuses on
analysing the gap between the needs of the consumers and currently what organisation is offering
to the consumers and to make sure that the gap should be filled with proper steps and deliver the
quality service to satisfy the consumers and it helps in engaging the consumers with the
organisation and to focus on reducing the complaints and to reduce the errors in the organisation.
Quality service makes consumer satisfied and helps organisation in boosting the revenues of the
organisation. This part of the report focuses on the Park Avenue hotel and how the quality
service is helping them in attracting the new consumers and retaining the consumers by
implementing new steps and providing them new services to make them comfortable and satisfy
their needs and wants. Every consumer have their own needs and wants and hotel managers
wants to satisfy every consumer needs and wants but sometimes it is not possible to satisfy this
scenario as there are many issues faced by the managers of hotel such as inconvenience to the
consumers in terms of services or lack of employees in the hotel due to which staff is busy in
other work or attending other consumers etc(Tandon, Kiran, and Sah, 2017). These issues create
a bad image among the consumers and it creates a bad image of the hotel in the market and in
this scenario management comes into play as management of the hotel have the responsibility to
resolve the issue and to formulate and implement new strategies for these issues and focuses on
maintaining the goodwill of the hotel among the consumers and create the good image of the
hotel in the market(Theresia, and Bangun, 2017). There are different ways by which
management of hotel can ensure the quality services to the consumers and focuses on
maintaining the relationship with the consumers. These steps are mentioned below:
 Customer service plays vital role in understanding the needs and wants of the consumers
as it helps the management of hotel in getting the feedback from the consumers regarding
their issues during their visit in the hotel and it helps management of the hotel in

understanding the issues in the hotel and helps in formulating the plans for resolving the
issues in the hotel.
 The agents in the customer service are the ones who interacts with the consumer and
agents are the ones who hears the issues of the consumers so management of the hotel
have to make sure that the agents are very well trained and effective in handling and
recording the consumer feedback and consumer issues. The effective record of this helps
management of hotel in analysing the issue and resolving the
issue(Shokouhyar, ,Shokoohyar, and Safari, 2020).
 Management of the hotel have to make sure that agents of the consumer service provides
post-contact survey as it helps in interacting with consumer and after every feedback of
the consumer agents should ask about their preferences.
 Management of the hotel should includes KPI in their working as it motivate and engage
employees in the effective working and delivering quality services to the consumers as
KPI is termed as key performance indicator and the employee with better performance
gets appraisal or rewarded by the management of hotel. This method engages the
employees in delivering the high performance which is beneficial for the organisation.
 Management of the hotel have to make sure that their should be no biasness in the team
as biasness in the team creates conflict and issue among the team members which results
in the ineffective and inefficient performance of the team which affects the productivity
and performance of the hotel(Shahid Iqbal, Hassan, and Habibah , 2018).
In the performance of the hotel employee plays a vital role in understanding the needs and wants
of the consumers as employees interacts firstly to the consumer and attends them and helps in
providing services according to the needs and it affects the mindset of the consumers also.
Quality service is dependent on the employee performance as the employees who understands
the need of consumer helps hotel in achieving the efficiency and helps in retaining and attracting
the new consumers. Management of hotel have to make sure that the employees of hotel are well
trained in order to resolve the issue of the consumers and to satisfy them by delivering quality
services to the consumers during their visit in the hotel. Performance of the employees is also
affected by the work culture and practices in the organisation as the employee motivation and
engagement depends on these factors as these factors directly makes impact on the employee
performance. Current practices in the Park Avenue hotel shows that employees are in pressure as

the hotel is facing the issue of understaffed due to the lack of employees in the hotel. It creates
pressure on the employees of the hotel due to the workload it also affects their mindset as they
become negative and it affects their performance because several studies shows that pressure
affects the performance of the employees in the organisation and it makes negative impact on
their mentality and on their performance. For every organisation proper management is very
important in order to achieve their goals if their is a proper management system then it will
increase the efficiency of the employees(Qaiser Danish, Afzal Humayon, 2018.) . Appraisal of
the work done by the employees is very important because employees are the one who help the
organisation to achieve their target if they will get the appraisal from the management then it will
automatically enhance their performance and profit can be increased of the organisation. If the
employees is working over time for the company's profit then the organisation has to give the
appraisal to the employees in terms of monetary, promotions etc. so that other employees can
also can also get motivated and enhance their performance which will give growth to the
company as well as to the employees and if employees will do their work with full efficiency it
will also enhance the customer satisfaction because staff of the organisation are the one from
which company's reputation is made in the market and increase its customer loyalty because if
customer are satisfy with the services they will refer it to their friends and relative which will
also increase the market share of the organisation. Park avenue hotel is continuously running to
increase its profit by increasing its hotel facilities without keeping in mind the employees
handwork which they are doing to achieve organisational goal and whether their customer is
satisfied or not by the services of the organisation. If employees not motivated it will
automatically affect the customer satisfaction so park avenue hotel should focus on employees
appraisal and the handwork which are doing. They should also provide proper training to the
employees because if they will spend their proper time in training the employees it will
automatically increase their profitability(Puriwat, and Tripopsakul, 2017).
Generate a customer feedback system that a organisation can use to modify its services quality.
In every organisation customer satisfaction plays an important role in order achieve its
target . Park avenue hotel is one of the reputative hotel of UK it provides the luxurious stay to the
customers by providing the good quality services that is the reason it is among the top hotels of
UK. But nowadays park avenue hotel is more focused on increasing its profitability for that they
are increasing their infrastructure by providing more services to customer like increase in the

size of the room, development of conference hall etc. they are more focused on increasing the
size of the hotel apart the customer satisfaction which is more important. Customer satisfaction is
very important to achieve the goals of the organisation. Due to lack of customer satisfaction park
avenue is receiving many complains from the customers on the social media platforms which
gives the bad impact on the company reputations. Once the customers upload the reviews on the
social sites they also don't get any revert from the organisation on time. Because organisation
don't get any notification of the reviews which customer has uploaded which is very impactful
for the organisation they have to open the social sites for reading the review of the customers
which is not possible for the organisation to do on daily basis. If customer don't get reply on time
then it is very shameful for the organisation because they are working for the customer
satisfaction and customer also get irritated by this behaviour(Pakurár, Haddad, Nagy, 2019).
Organisation should develop a review posting site or they can add the review feature on the
organisation app where people can post the comment and organisation can get the notification
and revert the customer on the same time this will improve the services of the organisation also
maintain its reputation in the market
they can also ask the customer for the reviews once they checkout whether they have faced some
issue or not. If customer have any complain regarding the services then the management can
assure the customer that it will not happen again which will give the good impact on customer.
And next time when the customer visit again they do not face this issue. Organisation can also
share the feedback link with the customer where they can give the rating to the services given to
them and also share any comment good or bad according to their experience. And accordingly
management can work on it(Namin, 2017.). It helps in assuring that customers are always on top
priority for the business there satisfaction matters a lot for the business because they are the one
through organisation can earn its profit in the market and develops its reputation if customers
issue is resolved instantly then it can create a good image in the customer mind. company can
also send their staff once in between of the stay of the customer to ask whether they are
comfortable or not and is there any issue which they are facing so that they can resolve it at the
same time so that customer can provide good review on the social media platform and build the
positive image for the company in the market if company creates the bad image by providing the
unsatisfactory services to the customer then it can create a loss factor for the company in the
market. Because they will upload the negative review for the company so employees and other

staff of the organisation should treat their customers nicely since they enter in the organisation to
avail its services(Hennayake, 2017). Customers feedback system will help the park avenue hotel
in following ways :
 Development in the products and services provided:customer feedback system help the
park avenue hotel to improves its services as per the customer advice so that the services
can be appraised by the customer and company's profit can be increased. If customer has
given some comment on improving certain thing and management takes the action to
improve it then it will leave the good impact in customers mind. And the demand for the
organisation will increase in the market.
 Analyse the customer experience: with the help of customer feedback link park avenue
hotel can analyse the experience of the customer by there rating and comment and check
where it is lacking in providing the services and it also helps in checking whether they
will be interested in visiting again or not. by this the organisation can check the no of
repeating customers according to their feedback provided(Devia, Aisjah, and
Puspaningrum, 2018.)
 Develop the management activities: Customer feedback system helps the organisation to
check its functioning whether they are working in a right position or not. Park avenue
hotel can check its management function with the help of customer feedback system that
whether the staff of the organisation are providing the good services or not and where
they have to improve on and how they can improve the services to satisfy the customer. it
gives a good way to communicate and provide solutions to the customer by enhancing the
performance of the organisation.
 Helps in making better judgement: with the help of customer feedback system park
avenue hotel can take healthier decision for the growth of the company also by analysing
the customer reviews they can check what are the areas where they have to work on to
achieve its target customer feedback plays an important role for the growth of the
organisation taking decision individually by analysing the whole business environment
consumes time and money but with the help of customer feedback organisation can easily
determine the area where have to work on in order to achieve its business goals.
 Helps in building customer loyalty: with the help of customer feedback system park
avenue can build its customer loyalty by providing the resolution to the issue they faced