Report On Service Quality Of Remington Hotel

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

It is aimed at establishing criteria for excellent Service in Hotels, which can serve as the basis for building good relationships with Hotel Guests.

Hung, Y. H., Huang, M. L., & Chen, K. S. (2003). Service quality evaluation by service quality performance matrix. Total Quality Management and Business Excellence.

Customer preferences are important concept within services marketing theory. According to my review, service quality have significant relationship with customer preferences. Their finding indicates that the service quality provided by staff is fundamental and crucial to the customer satisfaction in the restaurants. Furthermore, customers will choose the restaurants based on their satisfaction level. In another study by Cronin and Taylor (1992), the study have shown the perceived service quality can greatly affect customers’ satisfaction and customer preferences. Many restaurants out there will pay more attention on service quality because it will directly influencing the customer preferences which will lead to customer revisit and customer will become loyalty to the restaurants. And will directly affect he restaurant revenue. In addition, Yüksel & Yüksel (2002) stated that service quality had the most significant impact on dining satisfaction at the aggregate market

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

The hotel has firm commitment and processes towards customer services, employees in the hotel are responding easily and are keen to resolve customer complaints. The hotel employees try to build confidence in providing services. Interestingly here we observe that UD has moderate focus on Reliability, Responsiveness and Assurance, while less emphasize on tangibility and empathy. This differentiates the customer segment. However the scores indicate that these attributes have little significance in SERQUAL model. DK and UD are quite similar in mapping of SERQUAL but in comparison the segments vary in income groups, at DK the segment shall be from higher income groups while in UD middle income groups. KP has focus to build loyal customers through customized

For my case study I have chosen Fairmont, Le Montreux Palace Hotel situated in the heart of Montreux, Switzerland – to undertake a depth research of the quality approaches towards the customer, as well, their strengths and their weaknesses in guest satisfaction. We will analyze their current quality approaches, identify the strengths and weaknesses of each quality management approach, analyze a type of quality control management and lastly understand the level of the international environment Le Monteux Palace is exposed to.

In hospitality industry, SERVQUAL was one of the most popular model measurement tools to measure consumer expectation and perception towards service quality. It is a factor that would difference the importance from pre-stage service to service. The gap model was developed to measure “gaps” between the services process and the perception of service quality after the service process. Nonetheless, SERVQUAL model

To verify the validity of SERVQUAL model in the assessment of service quality, Zeithaml et al (2006, p. 106-107), said that “service quality is a precise assessment that demonstrates the customer’s perception of reliability, responsiveness, assurance, empathy and tangibility”. Furthermore, they said that “of all the stated dimensions, “reliability” is consistently shown to be the most significant in terms of service quality”.

These findings specify an optimistic relation between hospitality, guest fulfilment, and the hotel servicescape, the second of which is the mediator working here. This supports the positive relations between hospitality and guest fulfilment. In today’s highly modest hospitality business, the communication between customer service and attractive service atmosphere will increase the level of guest fulfilment significantly. The relation between the perceptible as well as the imperceptible elements of service contributions will positively make the service skill more pleasurable and impressive for the guests. According to the author apart from the consequence superiority, customers assess the service excellence based on interface quality the procedure by which the service product is transported as well as physical atmosphere excellence, which is the quality of the physical atmospheres where the service is transported. Hospitality introducing behaviour is

Staff Care: Staff care in another word of empathy can be defined as a degree of staffs give caring, individualized attention the firm provides its customers, (Parasuraman, Zeithamal, and Berry 1985). Empathy includes the features of approachability, sensitivity to understand the visitors’ needs, (Rahim, R. C., & Nasir, N,2011). Staff care is important which staff can really get understand from other persons’ feeling and handling complaint more

In the Travel & Tourism industry the success rate of the business depends on the quality of service and whether the customers are satisfied by the services

This essay revolves around the critical evaluation of theories relating to management of accommodations and facilities that can be utilised to help hotels design efficient and effective processes. The key concepts such as process, efficiency, and effectiveness will be discussed while justifying the methods of process analysis or design which will be highlighted in this essay. All these topics will be critically evaluated in order to incorporate the operations management concepts of quality, in the application of accommodation and facilities to add value and deliver efficient and effective quality customer-centric services.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

special attention should be given to maintain quality in the case of the Hotel and