Essay On Service Quality In The Hotel Industry

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Employee training The hotel industry engages in the provision of services which depend on the supply and demand of tourist numbers. The purpose of service in the hotel industry is to ensure satisfaction of guests. It is important that employees are trained in order for them to understand how to take care of the diverse needs of customers. According to Nasurdin, Ahmad & Tan (2015) training is a planned and deliberate effort of an organization to help employees’ learn the job related competencies that are needed for them to succeed in their roles. Training influences performance in two main ways. The first way is that training improves employees’ skills and abilities relevant to the tasks and responsibilities of the employees. This leads to …show more content…

In a highly competitive and globalised industry, it is important for hotels to implement proactive strategies that can improve the quality of services that are delivered to customers. Service quality has different attributes including physical facilities, materials and staff within the hotel. Service quality has different dimensions including functional quality, technical quality and environmental quality (Yilmaz, 2009). The other benefits of service quality in the hotel industry include improving brand image, establishing customer loyalty and improving the overall performance of the hotel. Service quality is a subjective measure that may mean differently for different people. For example, employees may record higher relatively higher scores of service quality when compared to customers (Amin et al., 2013).
Relationship between quality and service …show more content…

Service quality has three main dimensions including interaction quality, environmental quality and outcome quality (Brady & Cronin, 2001). Interaction quality is mainly related to the manner in which the service is delivered. Environmental quality is related to the physical features of the process of production of service. Outcome quality is related with what customers are left with after they consume the hotel service. All these dimensions are related to one another meaning that they are all required for a customer to be satisfied (Wu & Ko,

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