Service Quality
Service quality is a necessary element to success in the service organizations (eg: hotel, airlines, and logistics) (Shanin and Dbestani 2010). Since its establishment in the late 1970s, the idea of service quality has become popular, business performance, cost saving, customer satisfaction, customer loyalty and service quality are influenced. . Every organization has to be very effective in order to ensure the success (Gabbie & O’Neill. 1996). During customer’s hotel stay, perceptions on service quality will only be formed when they are experiencing it. Guest will have different perceptions based on the service they have received, eg: hotel staff attitude, food and beverage, location, security and safety and others (Abbasi et al. 2010; Shahin and Dabestani 2010). To evaluate the hotel performance and also improve the quality of their services,
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Hotels should focus on staff attitudes which is the critical needs of quality service. Different attitude will influence their behaviour and have different effects on customer reactions (Allen and Grisaffe 2001). Listening and questioning skills are important techniques. Hotel staff must be friendly and helpful whenever the client have requests. They must be able maintain the hotel’s image through attitude, personal hygiene and behaviour. Customer’s happiness will increase when employees show a clear expression of body language, for example, eye contact, using polite gestures, control the tone of voice, treating guest like part of their family, and also solve issues when customers encounter problems (problem solving skills) and make sure that staff will not act before asking the customers, unable to meet customer’s requirements and also giving negative response. Next, staff must be knowledgeable about everything from the hotel to the location and customer needs. They must be able to provide prompt service for example when a guest asked for nearby attractions and places to visit, staff must
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
As a service industry, communication is one of the most important aspects that determines the level of service and the effectiveness of the daily operation. Communication is not only internal between departments within hospitality operation but also is a way for frontline employees to project a positive image to their customers. In my industry, departments constantly work together to ensure every detail and aspects of a high standard level of service. Fast paced working environment requires quick and reliable communication. However, my company often faces many challenges; miscommunication and communication breakdown directly affect guests’ satisfaction. An effective communication model could
The hotel industry performs within a saturated market, driven by customer loyalty and competitive pricing to stand-out. This competitive nature makes it extremely important to capitalise on strengths while improving on
“One of the most distinct reward schemes utilized at Hilton hotel is the “Spirit to Serve”. Hilton’s most vital concern is the employees and is considered as the most vital principle in the hotel. Employees always search for an environment where they can adjust themselves better, satisfy their mind and soul and personal development. Hilton offers a home like atmosphere and pleasant working environment to their colleagues thus holding a reputation of employee caring, dependable associates which are not only ethical in their jobs but trustworthy.
The Mandarin Oriental Hotel has, since its creation, received a rating of. recognition for providing a level of products and services of the highest quality of the product. With traditions of consistent quality service. delivery are practiced at each of the hotels, the challenge to the Group is to develop an ongoing corporate culture of quality service. drawing upon the strengths of each individual hotel.
For this assignment I have carried out a job study for the Hotel Management industry.
The Ritz-Carlton Hotel Company has achieved so much fame in their marketplace that they have attained what is referred to as “The Ritz Mystique.” Among the grand hotels of the world, The Ritz-Carlton hotels and resorts are famous for luxury, spectacular surroundings and legendary service. They have gained this title with dedication and award-winning hotels that reflect the 100 years of tradition that stand behind them. Discovering the fascinating history of Ritz-Carlton hotels, illustrates their commitment on relentless training to improve their quality in service and their strategy. Ritz-Carlton has achieved a Gold Standard of value and philosophy by which they operate.
Hotel industries are tough competition. Customer knows what they want and what they are looking for. They have high expectation on the hotel that they wanted to stay and a place to spend their vacation and quality time. Therefore, the services that were offered must give good impression to the customers.
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.
1. The philosophy behind the 100% Satisfaction Guarantee is to have the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do think that this is a good way to improve service quality; however, I am not sure that it is the best way. While it may seem to consumers that employees will try harder to satisfy them, if employees are empowered to refund a customer’s money, they do not have to answer to management, they can just do it.
Traditionally, the hotel industry has catered to the lodging, dining and other amenities of travellers or guests. The industry operates across the different value chain by offering services and facilities as per the preferences and paying capacity of guests’. Typically, players in this industry own assets and or franchise their brands or manage third party assets. The hotel business is highly capital intensive but at the same time highly competitive, this is due to the presence of a large number of players across the different value chain. The industry being highly regional in nature, the hotel business is directly impacted by overall economic or business activity and tourist movement
The frontal office of large hotels mostly uses a computerized system to manage the guest information and pass it to other departments in the hotel. The frontal office is made up of a team of people with each person having various responsibilities in handling the guests. For the small hotels front office, the reception desk may not be computerized and mostly the reception area handles all the guest information and also carries out other tasks such as showing guest to their rooms. In general the small hotels do not have a team of people or at times has very few people in handling the guests. (Bardi, 2006)
Working in positions like front desk and customer service is always my dream and seeking employment as a manager in service department of a resort hotel is always my goal. Resort is differing from hotel. Actually, resorts are mainly provided relaxation and recreation over and above the accommodation, which is the reason why I love resort more than hotels. As we know, customer service representatives are the bridges between the company and the customers. They need to directly contact with the clients on daily basis. Instead of repeating peeling garlic in the kitchen, I prefer answering questions and solving customer’s complaints more.
After reading The Goal, I would like to apply these concepts to the hospitality industry, Hotel. I got a chance to have an interview with a former room attendant in Howard Hotels, a five-star hotel in Taiwan. Although the room attendant’s duty is quite simple, I find the way to apply the ideas from the book to their work.