Concepts of Service Quality Measurement in Hotel Industry

Nations Hotel Corporation is one of the reputed USA based hotel company, with an international presence in 15 countries worldwide. Hospitality industries are quiet competitive in nature and today’s success rule of hospitality includes knowledge, customer satisfaction and operational efficiency which provides pleasure of stay and departure to their guests. Any addition or subtraction in these components can increase or decrease the rating of any organization. Nations Hotel with 98% brand awareness and 72% as customer satisfaction ratio were still far from the race of preferred choice amongst the customers. Hence there, arose a need to

Courteous and friendly customer service-oriented approach; able to create good relationship with customers with the intention of making them repeat customers

As hotel brands contend with the challenge of trying to cut costs during economically difficult times while still attempting to meet high customer expectations, overall satisfaction with hotels is down notably in 2008, according to the J.D. Power and associates 2008 North America Hotel Guest Satisfaction Index Study(SM) (WESTLAKE VILLAGE, Calif., July 29 PRNewswire). The study finds that problems with hotel/room maintenance are more common in 2008, compared with 2007, with this issue being one of the top five most frequently reported by guests across all

Service is important in the food and beverage industries, that customer always have a high expectation and needs while dining in the restaurant. To find out how well the service provided, quality is a main element to every service. According to Haksever et al (2000), “Quality is ‘the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs’”. Therefore, service quality is one of the main point in every restaurants to allow them improve and upgrade their level of image and reputation. In this report, Bella Italia was chosen to have an overview of its service quality. It will be find out how well the service practice was made and which part of service can be improve within the restaurant by using the service quality analysis, service recovery, customer feedback mechanism and benchmarking.

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

In hospitality industry, service quality and customer satisfaction play irreplaceable roles as most of the management facing difficulty in measuring them. It is essential to understand customer satisfaction these days. As it able to allow organizations to understand how consumer defines the service and product quality.

Service – is the valuable action, deed, or effort performed to satisfy a need or to fulfill a demand of a customer.

As part of learning outcomes for Managing Service Quality class, we need to critically assess and identify services issues regarding their customer satisfaction of a hospitality organization of our choice.

Hotel image assumes a foremost part in inciting client's devotion and inclinations; branding clears a path for hotels to support image and sell services as well as build up control in the ferocious market. Q is for quality which itself demonstrates that Q Hotels is a quality service provider in the hotel industry. By applying the concept of “Quality Always Sells” in the business, the Ashford International Hotel is able to sell and please numerous customers and consequently determine operational standards.

Before going over the issues of the service performance, it is very crucial to know the components of service experience which are categorized into four components: the service workers, the service setting, the service customers and the service process. The service workers include those who interact with the customer (such as waiters or bank tellers) and those who contribute to the service delivery out of the customer’s sight (such as chefs or bank accountants). The service setting includes physical environment in which the service occurs. The service customers are the ones that are receiving the service. Last of all is the service process, which is the sequence of activities necessary to deliver the service (Fisk, Grove & John, 2014, p.21).

As the new appointed Quality manager or known as quality assurance manager in a four-star hotel, there are several roles or function of my position. Before this, quality management exist in manufacturing and engineering sector, but today it is more well-known in industry sector such as hospitality. Most of all the quality management in hotel requires the quality standard which is to deliver service for customer or clients so that can meet customer needs and expectations to gain their satisfaction. There are many role of Quality Manager of four-star hotel such as quality standard, quality project management, business process documentation, document control and audit, quality communications, people management and team player, problem solving, and quality purchasing management.

When considering the potential and success of any organization, consideration and thought must be applied to the employees. The process of recruiting, hiring, and maintaining staff is critical in the hospitality industry. The employees serve as direct branding and marketing for the company, supplying the customers, or guests, with an experience that meets, exceeds, or fails expectations. The experience given by the employees ultimately determines the satisfaction of new and repeat guests, therefore guiding the company toward its level of success. In my personal experiences of working at hotels, the interaction between employee and guest is the most important. Due to the important role of every employee, there must be a strong

The purpose of this essay is to discuss how established models and theories can be implemented by management in the travel and tourism industry to develop a successful customer service strategies which in turn influence loyalty behaviour. The creation of loyal customers is the key to the growth of any business and the way to satisfy customers. It also explains the best practice for resolving potential conflict situations to maintain quality customer relationship and effective selling. Quality customer service is an asset to the growth of a company. Quality customer service is more than offering a smile, a handshake, and “have a nice day.” It is an interaction between customer and provider in which the performance of the provider meets or exceeds the customer’s expectations. The provider’s attitude and performance shape customers’ perceptions” (Spicuzza, 1992, p. 50). This essay will talk about the customer satisfaction and standards such as product knowledge and professionalism and the skills vital to a tourism workplace.

Research at least two tourism or travel texts and identify five key components of customer service to the New Zealand tourism or travel industry.

2. Literature Review 2.1 Previous Theory on Service Quality and Customers Satisfaction Parasuraman et al., (1985, 1988) proposed service quality model for the first time and they said service quality can be measure through functional quality dimension which has five components (tangibility, reliability, responsiveness, assurance, empathy). This model identifies the gaps of service quality of the service organization which describe five gaps during the service expectation till the actual service delivery. First gap is the service providers do not know what the expectations of the customers about the service. Second gap is the service provider does not recognize the standard of service that customer expect. Specifications of the service and delivery of service is the third gap. Forth gap is related with delivery of the service. Last and final gap is the customer’s expectation about the service and the perceived service. In latter part Haywood-Farmer (1988) mentioned that there are three important attributes in a service quality for instance (1) physical facilities and processes (2) people’s behavior (3) professional judgment. However, Brogowicz et al., (1990) developed a model for