TLH339 - Service Quality - Assessing Service Quality - South Quay Hotel Case Study - Management Assignment Help

Assignment Task

LEARNING OUTCOMES
Upon successful completion of this module, students will have demonstrated Knowledge
1. A critical understanding of the main theories and principles surrounding the management of service quality
2. A critical understanding of the range and importance of tools used for assessing service quality Skills
3. The ability to critically appraise the management of service quality for a given service organization
4. The ability to critically evaluate a range of theories and sources associated with service quality

You have been appointed as quality management consultant by a service organization to improve their current service delivery. Your task is to write a report to the Management of the hotel and it should include the following:
1. A critical evaluation of the main theories and principles of managing service quality. Justify the importance of measuring service quality.
2. A critical appraisal of the management of service quality for the given service organisation in the case study, establishing the impact of its current service delivery practices on the motivation and engagement of staff.

3. Produce a Customer Feedback System (CFS) framework that the organisation can utilise to monitor and continually improve service quality.

CASE STUDY: South Quay Hotel.
The South Quay Hotel is a 4-star hotel and has been operating in Central London since 2005 AD. Situated close to Bond street station, the hotel has 100 modern and stylish en-suite rooms, including standard, executive and premier. In 2007, they opened a conference and banqueting suite of three event venue spaces which are suitable
for hosting conferences, meetings, weddings and other functions. Other Hotel facilities include a gym, spa and swimming pool. The food and beverage operations include a formal dining area where breakfast and lunches are served at the Brasserie, and William Bar and Restaurant which are open at lunch time and for evening service for
a range of local and international cuisine.
The Hotel attracts both business and leisure guests, and has recently been refurbished; updating the reception area, restaurants and rooms. Since the refurbishment and development of the conference and banqueting suite, the South Quay Hotel has had a 100% increase in room and event bookings combined. However, whilst profits
have significantly increased, customer complaints have also risen within this period. In the last six months Trip Advisor reviews have been highlighting various issues within the Hotel – such as “Great facilities but poor service., “long waiting times, busy front desk, staff trying really hard to accommodate all guests as they were understaffed and unable to cope”, “callous attitude of waiter to solve the problem, no apologies for inconvenience, lack of clarity about compensation”. The Hotel Manager only checks Trip Advisor Reviews once a month and instructs employees to refer any customer complaints directly to him. The management team has only recently become aware that customers are also leaving reviews on the Hotel’s Facebook page. As Hotel occupancy, conference, and banqueting event bookings have increased, the management team is struggling to find the time to respond to customer feedback.

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