The Executive Of The East India Hotel

When the competition was growing in service sector the demand for service quality was understood. At this time a new question was emerged, if it is possible to apply the principles of TQM in service industry. The literatures and viewpoints of different researchers made the latest moderations to TQM concepts and made TQM adaptable for service sector also.(2) Today, customers have a wide choice of service providers and they would choose only the best service providers in terms of quality, reliability, and profitability and who are at par with international standards. Therefore, the quality of service plays a dominant role and is a primary factor in ensuring the survival of the service provider in the global market. The whole focus is now concentrated on providing services to customer beyond his expectations. This concept is applicable to all service industries and has given birth to the concept of TQM in service

The gaps model is one framework that can help the service organisation maintain service quality (Zeithaml & Bitner 1996, cited McColl-Kennedy & Kiel 2000). The core concept of this model is the fifth ‘customer gap’. The key to success in the management of service quality is to eliminate the customer gap. In order to do this the organisation must firstly eliminate four prior organisational gaps; (1) not knowing what customers expect (2) Not selecting the right service designs and standards (3) Not delivering to service standards (4) not matching service to promises made. McColl-Kennedy & Kiel (2000) propose that if gaps one to four can be kept closed, then the fifth gap, which is the customer gap, can be bridged.

They understand that service quality is a critical success factor for their company to stay on top of their competitors. If service quality is given the attention needed guest satisfaction will improve. If, service quality and continuous quality improvement is no acknowledge studies show that customers feel unappreciated and usually result in unsatisfactory service. Usually, this negative experience goes viral in seconds. Therefore, LongHorn understands the importance of service quality and CQI. The company understands that mistakes happen and training is needed to refresh service quality into its employees.

In the casino world, negative feedback from the customers can be harmful because most of the customers are big spenders. If they are unsatisfied with the casino, they will take their business elsewhere. Therefore, it is crucial for the employees to provide superb customer service to retain the customers and gain their loyalty.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Tung (2004) suggests that the SERVQUAL model provides a theoretical basis for examining the relationship between service quality and customer satisfaction. However to provide the best service quality available restaurants must look beyond the typical SERVQUAL framework. In this instance it is important that food quality, along with service quality, is considered to provide the best restaurant

The approach taken by the firm concerning to service quality had caused the right effect. It improved the human resource management, employees marketing, maximize tangible evidence like physical environment, encouraged the communication between guests and employees, vertical and horizontal communication, service performance, information technology in the case of the call center and others. That decision set the parameters to start the service quality revolution in the firm. In my opinion, BMR initiated all the process at the right time and with the right people. As company they implemented the new focus and values with wisdom due to they took all the details in consideration. First, spreading their goals to employees and gave them the opportunity to be proactive. And then, let their guests know the firm is improving in certain areas mentioned before.

Mani, N. K., & Srivalli, P. (2014). A study on factors influencing Service Quality in Restaurants'. Annamalai International Journal Of Business Studies & Research, 6(1), 1-9.

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.

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

Service Quality as described by (William G. Zikmund, 1993) “is the degree to which the performance of service provider’s matches customer expectations. It can also be defined as those essential characteristics of a service that measures its excellence”.

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

Sureshchandra, Rajendran and Anantharaman (2002) identified five critical aspects of service quality from the customers point of view namely core service/service product, human element of service delivery, systematisation of service delivery, tangibles of service and lastly social responsibility in order to conceptualise service quality. Table 1 will further provide an explanation to the five critical aspects of service quality as outlined by Sureshchandra et al (2002).

Service is the most important aspect when it comes to handling a hotel. A hotel’s main objective is to provide the best service and tend to all of the guests’ needs and requirements. If there is no service then there would be no business. When running a business, the costumer is always placed first. Poor services can results in a complaint from a guest. But that complaint can be used to better the business in the future.

This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that relate to customer complaints in general, complaining as a process, the impact of customer complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest rate of complaints, and handling guest complaints are discussed.