Introduction
Service is an intangible output or product and maintains delivery process. Quality is the level or average of excellence. Service Quality is the combined result of service presentation which establishes customers’ stage of satisfaction of the services offered to them. Quality service can be known as requirements of customers, staff and vendors which put in value to services and goods for a constant process of customer fulfillment.
Evaluation of Quality Service
For the leaving Manager to insist that the hotel was good on quality was not right. Quality is a feature that is followed in hotels and must be continuous and improved regularly in regards to the demands of customers and competitive nature of the industry. For hotels to succeed continually and maintain their profitability; they must have a quality service. Offering quality service leaves customers’ pleased and also acts as an advertisement strategy which helps by bring new customers. Quality service is essential to retain customers against competitors of the same hotel level. When two hotels offer the equivalent services and products at related prices the customers will always revisit the hotel they received the best service.
Quality service will manufacture value and create loyalty to the customers; this will make the customers see the hotel more attractive that the other hotels. Quality service is a revenue generator because when the operation manager implements value and loyalty to customers by offering excellent service, the hotel gains an extent loyalty from the customers and will make more capability towards maximizing revenues.
Improving Quality Service
As the new hired director I must ensure the hotel practices communication by keeping customers informed and listening to them. Being tangible is another way of improving Quality service. The hotel should improve its credibility that is being trustworthy, honest and believable. The hotel’s staff should lead as an example; should demonstrate respect to everyone at all levels. The hotel should also improve its competence; they acquire knowledge and expertise to perform the service. Understanding and getting to know the customer can also increase the Quality Service of the hotel; they should know the customers’ needs.
They should look on all complaints concerning their service as a chance to advance their service with the aim of resolving any complaint fast and efficiently. Employees contribute an essential role in all businesses so the Operations Manager should maintain an open door strategy in their offices to acquire enhanced employee feedback and making sure that the employees know the hotel’s expectations. The Operation Manager should be there for the employees since glad employees are as important as glad customers, happy employees assist in establishing a repeated customer base. Quality Service is improved by establishing an environment wherever enormous service is acknowledged and rewarded, whereas there is challenge and rectification of poor service.
References
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http://www.emeraldinsight.com/products/journals/journals.htm?id=msq
E.Milakovich, M. (1995). Improving Service Quality: Achieving High Performance in the
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William M. Pride, O. F. (Jan 12 ,2011). Marteting. USA: Cengage Learning.
