Service Quality In Hotel

Introduction

As a quality management consultant in your hotel. My responsibility in this hotel is to provide some strategic advice to improve service quality and hope that it will enhance the hotel's competitiveness in the market. According to Hong Kong Tourism Board Hotel Classification system, Island Pacific Hotel is classified as High Tariff B Hotel based on the key indicators: Business mix, Facilities, location, staff to room ratio and achieved room rate, with a composite score between 2.00 and 2.99 (Hong Kong Education Bureau, 2013), which indicates that approximately equivalent to the commonly known as "four-star hotel". It is one of the members of the local group hotels, Sino Hotels. The hotel has 343 rooms and suites, two restaurants,

Service quality is ‘intangible part of a transaction relationship that creates value between a provider organization and its client, customer or guest’ (Ford, Sturman and Heaton, 2012). It is a useful and key factor in determining the success of the hotel. If the hotel performs the quality service, the customers will patronize the hotel again and promote hotel through word-of-mouth. Hotel’s revenue will probably be increased. On the contrary, if the hotel does not have quality service, the hotel will need to pay a large amount of expenses for advertising.

1.2 Aims and Targets in the

Service quality and customer satisfaction have gradually been recognized as key factors used to gain competitive advantage and customer retention (Yang, Jou, and Cheng, 2009). First of all, I am going to determine the importance of managing the quality of service. I have found some problems in this hotel. For example, minimization of training on the employees, over-usage of technology to control staff’ activities, underpayment of wages compared in the same industry. The cycle of Failure (Schlesinger and Heskett, 1991) will occur.

Refer to the above employee’s cycle, because of those reasons, employees may become bored and increase their dissatisfaction, and leading to a poor service attitude around those employees and resulting in a negative impact on the business, such as high level of employee turnover. When there is a high employee turnover and the hotel prefers provision of the least training, employees are unable to familiar with the operations and services that the hotel expected to provide, thus lead to poor service