Providing Quality Service - Research Paper Example

?Providing Quality Service Quality Service Provision The hospitality industry is one industry that deals in providing a hospitable environment for its clients. In this case, the most important thing to be done in order to keep the customers coming back is to have good relations with your customers. In this industry, the customer has to be made to feel most satisfied in order to gain their loyalty. In order to achieve this, there are several strategies and methods that the industry must apply (Robert, Michael, & Cherrill, 2012). Some of these include, good customer relations, high quality service delivery, employing and maintaining good employees, obtaining feedback from the customers and using the feedback to improve service delivery and obtaining suggestions from the customer on how they’d wish the services to be offered to them. How the Industry Involves Guests in Order to Provide Quality Service Therefore, in order for the hospitality industry to get involved in the good service delivery, it has to provide programs that involve its guests. To do this, the industry may choose on certain programs such as; collecting information from the customers and provide a system through which customers can give their feedback about the kind of service and experience they received from the industry. Information can be collected from a short and precisely designed questionnaire which can be given to the customers as they board the facility so that they return the duly completed questionnaires at the time they leave the facility. In this way, the guests will be able to fill the questionnaires appropriately as they experience the particular questions in the questionnaire. The guests will be able to give their minds about what they feel is done right as well as what they feel needs to be adjusted. This information is then collected from various guests and then well sorted to provide the major areas of weaknesses and strengths in the industry. The suggestions are then implemented by the company in order to ensure that service delivery is improved. Likewise, a hospitality firm may also provide a suggestion box for its guests so that the guests may give out their suggestions about their experience with the particular firm. The suggestion boxes should be put strategically in their rooms of residence and even outside so that they do not look for them. The guests need to be reminded to be giving their suggestions through the suggestion box in order to help the firm in improving service delivery (Jay, Connie, & Beverly, 2001). Service Standards Used by the Industry to Meet Customer Expectations The hospitality industry needs to maintain certain service standards in order to meet customer expectations. One such standard includes having an excellent customer care service. What makes the basis of a good hospitality industry is how the customers are handled and taken care of. Therefore, this industry finds strength in an excellent customer care department that knows its customer’s needs and solved them appropriately. A client may like the industry from the way they were received by the receptionist. A rude and careless receptionist will give the industry a bad image and make it lose customers. The guests who come to such industries most of the time are on holiday and therefore they would wish to be away from stress and just relax in the most welcoming environment. Therefore, they expect a warm reception from where they want to spend their holiday so that their mission can be accomplished. Another service standard that needs to be maintained by the hospitality industry is the quality of service offered by the employees. Employees should be properly trained in order to be able to take care of the guests well. The guests need to be satisfied with the kind of services they require to be offered to them by the industry. The industry offers such services through their employees, therefore, employees need to receive proper training that will enable them to execute such duties. In addition, good employees need to be retained in the company. Some clients are only loyal clients to a certain company because of the services they receive from particular employees of that company. Such clients find it hard to adjust such that they can be served comfortably by different employees and sometimes they stop receiving services from this particular company just because the employees they want to offer that service to them is not there. ‘’Wow’’ Element to make Guests’ Experience More Memorable To make the guests’ experience with the industry more memorable, the hospitality industry may apply certain elements to the above service standards. One such element may be providing a free personal customer care personnel to guide the guests throughout their stay at the firm. In this way, the guests will have easy time to confirm whatever they want and be taken around the place. The guests in most cases are just shown their rooms and left there to find their way around the facility. Sometime the guest may be a foreigner who might need more guide around the facility and even the foreign land. Being that they only people they know around and can trust are the people from this industry, they would love it if they were given a personal tour guide to explore other areas they wanted to visit (David & Buttle, 2013). Another element might be, ensuring that each guest is assigned to employees who they like and are used to maintain the kind of quality service they normally receive from this industry. In most cases, guests are given employees at random to attend to them in service delivery. The only risk associated with this system is that, the customer might have been satisfied with the services offered to them on their first visit and that is what actually made them come back. On their second or subsequent visits, the service offered may not be satisfactory because they might have been served by different employees. This will make the industry lose their loyal customers.. Providing Information for the Guests Information is very vital in any industry. This hospitality industry may need to provide information to its guest in a good way. This can be achieved effectively by digitizing information system so that information can easily be provided on a digital platform. This system is more sophisticated apart from it being fast and efficient means of passing information. Therefore, in case there is any information that the guests might need to be provided with, they will need not to struggle so much, but can access the company’s website and find all the information they might need. In case the information is not on the website of the company, the guests will be provided with palmtops in each room they board so that in case they need any information concerning anything, they might ask for such information using their palmtops to the customer care desk. This information will be relayed back to them through the same palmtop easily and very fast to avoid any delays in response. They will then be able to receive help faster and effectively without any movement. The guests can also provide their email addresses at the customer care desk so that in case of any need to pass any information to them, it can be done through their email addresses or phone numbers. References David, B., & Buttle, F. (2013). Hospitality Marketing. New York: Routledge. Jay, K., Connie, M., & Beverly, A. S. (2001). Service Quality Management in Hospitality, Tourism and Leisure. New York: Haworth Hospitality Press. Robert, C. F., Michael, C. S., & Cherrill, P. H. (2012). Managing Quality Service in Hospitality. New York: DelmarCergage Learning. Read More