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Quality Service Management - Case Study Example

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Remington Hotel was facing a lot of challenges as it was not been able to upgrade its quality standards so to enhance customer satisfaction level. As per…
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Quality Service Management
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Download file to see previous pages Spencer was in maintaining quality service by the hotel staff as a result of which he and his family had to wait for a long time before they could finally check in into their room. There were also unavailability of staff to escort them to their room as they had luggages and also a kid. They had to struggle to reach their room this indicates a clear service quality gap as the hotel was not being able to meet the basic requirements of their guests. The guests waited for a long time in queue due to inefficiency of the front desk operators. The hotel even did not possess an effective knowledge management which resulted into same room being allocated to two guests. There was even lack of communication between the hotel staff and guests and this caused the guests to wait for a long time for services such as availability of even room keys. The staff of the hotel also did not take to deliver appropriate services to the guest and there were no staff available to attend the guests if they came after 11pm. Remington Hotel was not able to handle queries of the customers and neither had efficient staffs who could deliver the guests standard services and even could contribute towards making the experience of their guests at their hotel a memorable one.
The most important service quality dimension that needs to be considered by Madeline for further service improvement was assurance. The hotel staff and even design of the facilities that were offered to the guests was very low in assuring that they were able to meet quality standards in comparison to other hotels. Madeline needs to improve assurance factor so as to deliver high quality services to all its guests. The main factors that build this assurance aspect are well trained staff, technologically advanced system and quick services as per the requirements of their guests (Lockyer, 2013, pp. 75-76). These factors need to be handled very effectively so that the guests do not come up with such ...Download file to see next pagesRead More
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