This report provides a comprehensive analysis of service quality management at South Quay Hotel in London, UK. It critically evaluates key theories such as SERVQUAL and Joseph Juran's Trilogy, examining their application within the hotel's context. The report assesses the impact of existing service delivery practices on staff motivation and engagement, highlighting the importance of customer focus, leadership, and data-driven decision-making. Furthermore, it proposes a detailed Customer Feedback System framework designed to monitor and continually improve service quality at South Quay Hotel, aiming to enhance customer satisfaction, brand image, and overall business success. The analysis includes practical recommendations for the hotel to identify and close service gaps, understand stakeholder needs, and foster a culture of continuous improvement.
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