Canary Wharf Hotel: Service Quality Improvement and Strategic Planning

Desklib provides past papers and solved assignments. This report analyzes Canary Wharf Hotel's strategic planning and service quality.

STRATEGIC PLANNING FOR TOURISM AND LEISURE
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Table of Contents
Abstract:...........................................................................................................................................3
Introduction......................................................................................................................................3
Part 1................................................................................................................................................3
Part 2:...............................................................................................................................................5
Part 3:...............................................................................................................................................7
Conclusion.....................................................................................................................................10
Reference:......................................................................................................................................11

Abstract:
In case of core business, quality management process is consider as philosophy of the business in
which the ideas, which are based on long term of policies, are depended to provide the
satisfaction of the customers. Therefore, with the help of quality management an organization
related to business can be ensured that the product or services are consistent to their customers.
Therefore, main objective of quality management is focused towards its products and quality of
the services through which they can satisfy its customer base. Hence, Quality management is
known as either written or unwritten commitment where known or unknown customers are
involved in it. As per the process of quality management, it assures the quality of the products as
well as control of the process of the products to gain the ore consistency regarding the products
or services.
Introduction
Quality management is consider as part of business management through which a business can
maintain a desired level of quality with its excellent behave. In this process, it includes the
determination, which relates to quality of the policies along with developing and implementing
process of quality planning as well as its assurance. In addition to this this procedures depend on
the qual.ity improvement and quality control process. On the other hand, this process also
referred as total quality management process.
Generally, quality management process is based on the long-term process, which has a definite
focus, which is known as the development of the business through providing the demand or
requirement of the customers. With the help of this process business management team can
control or monitored the long-term goal of the business policies.

Part 1
Importance of quality management:
History of service quality:
As per the view point of business administration process, quality management process includes
the concept of service quality which reflects the service to the customers through that a customer
get satisfaction. As in general, case a customer normally compares perceived services to the
expected services from an organization (Hallinger, 2018). Therefore, service quality has an
history for its evolution. Historically service quality is consider as very difficult work where the
measurement is tense to impossible because it has inherent intangible nature of services. This
process are experienced through subjective nature of the job. There are 2 basic dimensions
regarding this aspects where service quality can be acted which are as follows:
Technical quality in which technical activities of a service firm is responsible where interaction
is based on customers and the respective service firm. Such as a meal in a restaurant, a bed in a
hotel etc.
Functional quality: on the other hand it is consider as another factor where customers receive the
services where the delivery of the service has expressive nature. Such as courtesy, attentiveness,
promptness (Estelles-Miguel et al., 2018).
Basically objective of service quality is expressed through technical quality therefore it is
consider as easy method to measure the process. On the other hand, when there is some
difficulties then it is important to evaluate the functional quality of the services (Osa and
Tamminen, 2018).

Therefore it is consider that service quality management is known as recent incident which is key
part of an business organization. The importance of quality management is referred to mass
production as well as well as repetitive work practices.
Different schools of thought:
For the purpose of study of management process, it is important to understand different schools
of management thought which are mainly known as theoretical framework where each schools
are based on different assumption about behaviors of human beings as well as those organization
s where they are worked. Therefore as per the formal study or theory of management work there
are several stages where different areas are focused in respect with good management practices.
In case of management process formal theory are based on generally 5 types of schools of
thoughts which are as follows: (1) the classical school, (2) the behavioral school, (3) the
quantitative or management science school, (4) the systems school, (5) and the contingency
school (Ichinose et al., 2018). Out of them there are quantitative schools in which management
science, operation management along with management information systems are included. These
schools of thoughts are increased due to quality of managerial decisions making process in which
the applications of mathematical and statistical methods are included. Therefore, this process can
be tracked through scientific management of quality management process. With the help of
production and operation management, the control of production process transforms to its
resource process which is known as finished goods and services. It is consider as important tool
of management of science. Therefore, as it is known as scientific process then with the help of
this process productivity as well as quality both are emphasizes in case of service and
manufacturing based organizations. Hence, there is large impact of modern ideas through which
improvement of quality and productivity can be enhanced. There are several areas in operation

management and those are capacity planning, facilities location, facilities layout, materials
requirement planning, scheduling, purchasing and inventory control, quality control, computer
integrated manufacturing, just-in-time inventory systems, and flexible manufacturing systems
(Futaki et al., 2018).
Hence, with the help of this school of thoughts of management process, quality control increased
the productivity of the organization.
Measuring and managing service quality – why?
Service quality dimension:
Service quality structure was developed in the year of 1980. Service quality is used as a tool to
measure the quality of products as well as services with the help of comparison process of
customers perceptions related to the delivery of the services. The service quality is turn into the
satisfaction of the customers when perception process gets into the proper track of the
expectation. Therefore there are five dimensions in which the quality of service can be measured.
The dimensions are as follows:
1. Reliability: as per the definition of it this is the ability through which service quality
promised as accurately and dependably. This is important factor where dimension is
related to the measurement of reliable perceived service to the customers. Therefore,
through this process brand promise can be delivering to the customers (Zur Loye et al.,
2018). It has several application where it deals the services honestly and enrollees. With
the help of this process it can ensures the quality of the information regarding the
services. Therefore, the organization can maintain good relationship to ensure smooth
access.

2. Responsiveness: With the help of willingness of the organization, it helps their customers
to provide prompt services. Therefore, there is lot of application through which business
organization can respond to the emails of the customers promptly (Futaki and Kobayashi,
2018).
3. Assurance: As per the definition, there is ability through which business organization
provides trust and confidence to their customers. Therefore the management can provide
demonstration of knowledge and confidence. Application part of this portion is known
about the products and services.
4. Empathy: it is known as important factor of service quality. With the help of this factor,
business organization can gave individual attention to the customers.
5. Tangibles: In this process, it includes different types of Physical appearance of personnel,
facilities and equipment etc.
Customer satisfaction and service quality:
Customer satisfaction is also depends on the quality of the services. Customer has different
requirements. To provide better quality of the services there should need of the happiness of the
customers so that it is mandatory to communicate with customers in regular basis (Thomas et al.,
2018). On the other hand service quality can be provided to their customer in terms of product
based, manufacturing based as well as user based.
Therefore as perv the scenario of the case report, here in the hotel industry all types serevices
such as swimming pool, gym, spa all are included but the staffs are not capable to provide better
quality services as they are in efficient. There fore customers are not satisfied and they sent a
review on the facebook page of the customers. As the in efficient staffs are not ablre to handle

the excessive amount of guest due to wedding season as well as leisure time, customers are
disappointed on their services.
Part 2:
Service quality:
Employee’s empowerment:
As per the employees empowerment it is consider as the set of motivational techniques through
which performance of the employees can be enhanced. Therefore it is consider as self
determination process where an organization can arranged different types of activities through
which autonomy, discretion and decision-making responsibility can be increased for their
employees (Ito et al., 2018). There are two types of empowerment process, which are known as
Social-structural empowerment approach, and another one known as Psychological
empowerment approach. With the help of social structure empowerment process, it can reduce
different types of conditions, which prevent employees to access various types of organizational
activities such as opportunity, information, support and resources. These are consider as
necessary part to take proper decisions regarding their job role. In addition to this with the help
of psychological empowerment process, affect psychological state of a subordinate can due to
the behavior of the supervisor. Therefore, with the help of employee empowerment process it can
helps to achieve the business profit by satisfying the loyalty of the customers. With the help of
different types of stages employee empowerment achieves the profit (Meyer and Xin, 2018).
Therefore as per the assigned case study here the subjected hotel is the canary wharf hotel where
is lot of facilities but poor service quality. According to the case report there is guests which are
come due to both business and leisure purposes. As per the customer review on the services

about this hotel which is very poor. Therefore, no customers are attracted towards it. The reason
behind this cause is employee’s empowerment, which is lacking in this hotel. As per the
experience of the staffs, there is no ownership to manage the activities of the hotels. Beside this
there si no reward system for the staffs so the motivation is broke down and they feels that there
was no value to them (Iwai, 2018). Therefore, they are not interested to provide better customer
services to their customers. Hence in spite of different great services on the hotels but customers
are not avail those services due to proper management process.
On the other hand, there are so many staffs who are worked there based on part time job. There
are only management team and supervisors who are under only full time contract. Therefore, the
turnover of these staffs increased on regular basis but on the other hand, rest employees have no
such turnover. In addition to this, employees have also complain against minimum paid wages.
Therefore in case of quality assurance, service which are provided by the management teams
which are consider as standard level. For better service, level the management team of the hotels
included personalized approaches where the management team is calling the guest for identifying
the issues regarding the satisfaction of the room (Kerzner, 2018). Based on the review of the
customers management team of canary wharf hotel decides to recruit new staffs on planned way.
As per the recruitment practices of this hotel according to the case studies there are no such
planned practice for the recruitment of the staffs. The recruitment process depends on ad hoc
basis where training is not compulsory and it held only last one week. The training processes are
provided through the supervisor who is on the duty and when the employee wanted to join then
the training is provided. Therefore, according to the customers’ feedback the management
process is very poor so the staffs are not capable to handle the pressure of guests.

Recommendation: As per the assignments, there are poor range of service quality. As a service
quality consultant it can be suggested that at first, the management team should be arranged
according to their job role or position. Then there must be capability to handle all the staffs in
proper manner, so that all the staffs are getting proper training process to provide better services
to their customers (Hirsch et al., 2018). In addition to this there should be also provided a lot of
reward system to motivate their stffs so that they can provide better service. Therefore with the
help of customer satisfaction and loyalty profit of the hotel can be enhanced.
Part 3:
Customer feedback system framework:
The Canary Warf Hotel organisation provides different packages for tours and travels which is
spread all over the world. There are different ranges of tour packages that are start from the least
to the highest. The Canary Warf Hotel provide different means of transportation as required by
the customer’s interest. The company provides latest package for travelling England. This
package includes the transportation, fooding and the lodging, tour guides, and many more things.
The lodging and fooding facility provided in this package were in a 3 star hotel which is situated
in the west England. This hotel established in the year 1990 and consists of only the walk of 600
meters from the airport (Bush et al., 2019). This is very good facility of this tour package since it
reduces the extra time, which is required by the traveler to reach into the hotel. Going through
the hotel provides the well-suited ac rooms for the traveler. Not only ac but this hotel also takes
care of the traveler by providing the TV in all the rooms which is liked by the entire traveller. In
the year of 2012, this hotel started providing the different meetings or the conference room in the
package. There is the small area, which consists of the small bar, and the dance club for the
customer so that they can enjoy their trip very well. The dance floor is very good and the music

system which was installed in the dance club was very good (Ma and Seidl, 2018). As this hotel
consist of a larger area in it provide the traveler to attach with the nature by going through the
free space, which the hotel have.
There are many other facilities, which are provided by the hotels, these facilities are given
below:
 It provides a well maintained gym which is contains almost all the latest equipment, so that
the traveler was fully satisfied with that gym. Not only the equipment these gym also having
the respective trainer in them so that the trained well to the traveler (Podsakoff and
Podsakoff, 2019).
 For the convenience of the traveller this hotel also provides the facility of spa in is, so that
the traveller does not go outside for taking the spa. The spa room were very well maintained
for their customers.
 One of the major attractions of the hotel is that this hotel also provides the facility of the
swimming pool. The water of the swimming pool regularly cleaned by the hotel so that the
customer does not have to face any problem regarding the swimming pool. Traveler was
enjoyed mostly in the swimming pool as this attracts more customers to the hotel. The area
were the swimming pool is made is a quite big were the traveler or the costumers enjoys
there time very efficiently and the best part of the swimming pool is that it is well maintained
swimming pool (Eva et al., 2018).
 This hotel includes the separate dining area for the food and the beverages, which is very
formal. The waiters in this dining area served all the meals. The food quality is very good
which is provided in the hotel.

 There is the small area, which consists of the bar and the dance club for the customer so that
they can enjoy their trip very well (Ginter et al., 2018). The bar is well decorated and
provides all the things that the customer demands. The dance floor of the hotels makes the
traveller to shake their body. This was the good arrangement that the hotel done for the
customers or the traveller who have visited in the hotels to stays some days (McCaffery,
2018).
Not only the leisure guest was attracted but this hotel also attracts the business guests. In
addition, one of the best things is that this hotel has been refurbished recently. This
refurbished include with the updating of many section of hotels. This updating starts done all
around the hotel which include the rooms, the bar areas, dining hall, and many more area
which is done very nicely.
Since discussing about the features there are many negative comments which is arises from
the customers regarding the hotels and the management, which is done in the hotel (Höglund
et al., 2018). Many people have put some ideas which they think that the hotels should
improve it. Some comments of the customers or the traveller are discussed below:
1. As this hostel waits the traveller for extra 2 hour for the check in process, this is because of
the traveller were reaching the hotel two hour earlier so that the hotel does not allow them the
room as the check-in timing is 2 hour later (Bell and Harrison, 2018). Due to this customers
face many disturbances and the problem with them.
2. As the cab services provided by the hotel is very bad. One customer has to wait for one hour
for the cab to reach to the hotel which is provided by the hotel itself. Since there is very few
cabs are available in the hotels which create problem for the customers and the traveller to