Conway Inn - Conway, TX - Research Paper Example

In this paper, the focus will be on some deficient areas that need to be taken care of by the hotel’s management in order to improve the levels of customer satisfaction and organizational productivity. Customer service quality raises many issues for almost every company related to hospitality industry in some way or other. Although the management of Conway Inn hotel takes good care of every business process to meet the required standards of quality, but there is an area which still needs some focus in order to bring it in line with the quality of all other business process.

The area which needs improvement is the customer service area the quality of which has gone down a little in the past couple of years. Customers have made complaints about the behavior, food serving, and room service of the employees of the hotel. The management of the hotel needs to resolve these customer service quality issues in order win the trust of the precious customers and protect the customer base from shortening because of the customer service issues. It is essential for a company from the hospitality industry to implement a well-developed quality management system because it helps in attracting and retaining customers, as well as in gaining competitive advantage in the market.

Quality management system is implemented in a company to ensure that the quality of the products and services meet the standards. It acts as the foundation for an organization’s success because without the implementation of an effective quality management system, an organization cannot become able to ensure the optimum level of quality in its business processes. Quality management in hotel industry improves overall business performance. In our case, decreasing customer satisfaction due to low quality customer service is causing problems for the company.

A quality management system will be needed to improve this area and get the trust of the