The Service Quality Program For Blue Mountain Resorts

Service quality is defined as a comparison of customer expectations with service performance. The organizations with high service quality meet the customer needs and also remain most economical in terms of competition as improved service quality also makes the firm more competitive. High service quality is achieved by knowing operational process through identifying problems in service and defining measures for service performances and outcomes as well as level of customer satisfaction (Suneeta & Koranne, 2014).

Brandy and Cronin (2001) introduced their own dimensions of service quality which are 1.) service environment, 2.) customer-employee interaction, and 3.) service outcome. These dimensions are considered the sources of quality of a service. Different dimensions of service quality have been introduced and accepted in past researches and studies but the 5 dimensions of Zeithaml et al., (1988) were proved to be the most reliable and credible. One of the most important strategies service providers can use to position themselves effectively in a competitive environment, and to distinguish themselves from competitors, is to provide and improve service quality to ensure the customer satisfaction (Cronin & Taylor,

working on a corporate customer service program for all MGM-Resorts dealers. He told me that he thought we some fantastic ideas, and the he might be able to incorporate some of them into his corporate program. After several months I was told that Mr. Kirby attended a corporate event were Greg Chase presented his customer service program “Table Games Guest Workshop”. Mr. Kirby took for the meet the accompanying literature the Mr. Chase gave to the attendees. The similarities between Mr. Chase’s presentation and the one I created are quite obvious. A week or so later, Mr. Hartley ask me if I would be willing to present the new corporate program to the New York New York dealers. Mr. Hartley told me that it was Mr. Kirby’s suggestion

Canyon Ranch in the Berkshires should pay more attention on IT and develop a clear customer relationship management strategy to improve customer service skills while reduce the turnover

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.

Studies have shown a correlation between regular practice of mindfulness meditation and a reduction in stress and improved mental and physical health. Currently at Wynn/Encore, we do not have an area suitable for employees to practice meditation on their breaks. The EDRs, while very comfortable and full of amenities, play music and are often busy and full of distractions. My idea is to create a quiet room with comfortable seating where employees can meditate or just enjoy some peace and quiet. Many other properties on the strip already offer something similar to this for their employees.

The company’s ability to know what it is that their customers want in this industry is one of its strengths. They were constantly trying to improve on their customer experience and wanting to get feedback from their customers. For instance, making the payment process less awkward for the host and the renter. Instead of having

The early success of the novel business concept around highly valuable spa and health services at Canyon Ranch meant that it wouldn’t take long for other companies to copy their successful model. Canyon Ranch were looked at as the outstanding leader in this specialty, hospitality field. Others had tried to copy this business design and model but did not gain the success and status of Canyon Ranch. These competitors did not have the breadth of services that Canyon Ranch could offer due to their longevity. The wide availability of specialized services further increased the success of this business model and put competitors further out of reach, in part because they did not maintain the customer loyalty that was represented at Canyon Ranch. By the mid- 1990’s Canyon Ranch began to look to leverage technology in support of

Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall 1985)

I am Roshan Chapagain permanent resident of Damak 06, Jhapa, Nepal. I would like to introduce myself as a genuine student and a keen learner who has high aspiration to plod something in life. I believe that hospitality industry is global business industry and proliferating advanced knowledge about the only way to thrive thus modern era. I am very pleased to represent myself as a candidate studying in Blue Mountain International Hotel Management School, Sydney, Australia with multicultural society utilizing my creativity and knowledge gained from very reputed educational institute like Blue Mountain.

Dave Sinclair, vice-president of human resources at Blue Mountain Resort (BMR), was considering his options concerning the company's service quality program. He gathered together a team of 25 BMR managers to identify opportunities to improve service quality. They had provided Dave with a number of specific proposals he wanted to evaluate and decide on a course of action. From all, Dave identified three proposals that required careful consideration: costumer flow, speed of service and information technology (IT).

In any business service quality is going to “make or break” the company in the long run. JetBlue has great ideas on how to compete and how to be lower priced while still gaining profit. Customer and provider gaps are all about what a customer expects, what a customer perceives, what a customer is willing to accept, what a company understands about those expectations, a company’s communication both internal and external, and the company systems and processes (Zeithaml, et al.,2013).

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.

Blue Mountain Resorts were first built in 1941, and it is the largest family-operated ski resort in Canada. The major problem in this case is that the CEO of the Blue Mountain Resorts has to decide whether to install facilitates or not for the night skiing in 1979-1980 winter skiing season. Maintaining comfortable capacity at ski resort is very important in this field of market. The capacity depends on the hill size, hill development, and lift facilities. Therefore, to provide the night skiing service, investing in hills and lifts are important factors. So, if the CEO decides to install the night skiing facilities, he needs to decide the price of the single-night lift ticket

1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?