The Service Factors of the Sunderland International Hotel - Essay Example

This paper illustrates that the poor service quality of the Sunderland International hotel has resulted in the fact that the customers of the Sunderland International hotel have started providing negative feedback about the Sunderland International hotel on the facebook page of the Sunderland International hotel and on trip advisor. The company has not put great emphasis on the service of the Sunderland International hotel and this has resulted in the company earning negative reviews. Throughout the course of this report, the focus is on to try and resolve this problem.

The report progresses through the steps of first defining the different concepts of service marketing and service quality, then the report tries to focus on the problems of service that the Sunderland International hotel currently faces and the steps that can be undertaken to solve the problems relating to the service. In the analysis of the problems relating to the service, it is found that the main problem lies with the fact that the employees of the Sunderland International hotels are not motivated enough to provide adequate service to the guests of the Sunderland International hotel.

It is also found that the Sunderland International hotel lacks proper communication with the customers of the Sunderland International hotel and does not know what the customers actually want. The solution to the problem lies in the improvement of the human resource practices and improving connectivity with the customers. Service quality management is considered as an important aspect of the hospitality industry. The service quality management is engaged in improving the quality of the services that are provided to the customers.

It deals with minimizing the gap that exists between the service expected and service perceived by the customer. The importance of the service quality management can be ascertained from the fact that it improves the productivity and profitability of the industry. The main aim or the objective of improving the service quality management in the hospitality industry is to retain its customer by satisfying its customers or clients.