This website uses cookies to ensure you have the best experience. Learn more

Providing Quality Service Essay

960 words - 4 pages

Strayer university |
Providing Quality Service |


This paper outlines methods, strategies, and tools in the hospitality industry to deliver the “wow” factor and enhance the guest experience. |

Providing Quality Service

The guest can be involved in several ways to provide quality service which includes being a consultant, marketer, co-producer of the experience or a manager of the service providers and systems (Ford, Heaton, & Sturman, 2012). When the hotel industry takes an assessment of the guests experience using surveys to give feedback on their stay or create small focus groups on how to improve their services, the guests becomes a consultant or expert. ...view middle of the document...

The specific service standard would be to make prompt reservations 23 hours a day and every reservation should be confirmed by letter, fax or email for which the reservation is well presented and explained (AA Quality Standards for AA Recognized Hotels, 2006).

In addition, another service standard would be carried out at the front desk or in some cases at the Bell or Concierge Desk. The front desk is most likely the first and last contact with the guests so it is important that a good impression is made. Upon arrival, guests should be helped with their bags, given clear directions to their rooms and an explanation of the hotel facilities. A service standard for this could that a reception or concierge desk be staff at all times between the hours of 7:00am and 11:00pm to ensure minimal delay for the guests. Between those hours a night auditor or a front desk clear could serve as reception.

A wow moment that I would recommend for the reservation aspect of delivering quality service is being able to either email a “Things you need to know” to the guest before they arrive. Whether it’s interesting information about the city or the hotel they will be staying at, this gives the guest a good impression before they even step in the door. Upon arrival, the hotel could create original welcome baskets or a trinket that gives the guests a taste of home. Another method of delivering quality service and applying this service standard is to have someone in the lot showing guests where to park, opening the door for guests upon arrival, having the bellman or door man run out to guest cars upon arrival to offer assistance and assisting with their bags.

One way the hospitality industry can provide better information is through technology. In this current day and time almost everyone is carrying some form of a communication device such as an iphone, ipad or android. The hotel...

Other Papers Like Providing Quality Service

Service Quality Essay

1499 words - 6 pages to the willingness of the company to help its customers in providing them with a good, quality and fast service. This is very vital for customers feel valued when they get best possible quality in service. It is so clear that when the consumer is satisfied with a given service he/she will leave the service providers premises gladly that he/she chose that particular service provider and not the other in the industry. This give a room for the

Recommendation Essay

850 words - 4 pages CONCLUSION AND RECOMMENDATION The beauty-care service industry is now booming. As a business, as well as an opportunity, this sector already started to contribute in the economic growth. Along with the increase of disposable income, the expenditure of the customers in this sector significantly increases. Today beauty care service is not just a luxury, it is a necessity. Along with this growing significance, the issues of service quality and

Case Study

596 words - 3 pages : * Service Quality: Defined in the text book as “customers’ perceptions of how well a service meets or exceed their expectations.” Service quality is very important when providing a service that must foster trust. * Customer Contact: Defined in the text book as “the level of interaction between provider and customer needed to deliver the service.” The success of the service depends on the interaction between customer and provider

Starbucks Case

586 words - 3 pages stock this experience. Question 2: Levels of products and service value is very important on selling services nowadays; customer expectations and perceptions of a service impact directly their satisfaction, if we take as example a customer that has a high level of quality expectations of the service and that receives a lower quality level from his expectations, will be totally unsatisfied even if the service is pretty good. To achieve greater

Interactive Service Quality Gap

3714 words - 15 pages €™s why it can have over three hundred customers who regular visited and enjoyed its wide range of services each month. Also, the number of membership is increasing dramatically. However, some of its quality of service has the positive gaps while some are negative. Yoga programs are organized by providing wider range coverage of the value added service to the customer. The intention of starting on this program is good. It is because the founder

Differing Perspectives On Quality

4418 words - 18 pages . __________ is the willingness of the service provider to be helpful and prompt in providing service. a. Assurance b. Service reliability c. Responsiveness d. Empathy e. Conformance ANSWER: c; DIFFICULTY: moderate 16. Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence? a. empathy b. service reliability c. tangibles d

Literature Review

5274 words - 22 pages heavily on providing timely and efficient quality service to the growing demands of customers. (ADDAI-MINKA 2011) The concept of customer care is concern with customer satisfaction putting the customer first, anticipating needs and problems, tailoring the product and services to meet needs and being nice to customers it also includes service to the customer, delivery operation, employee relationship with customer and internal relationship


335 words - 2 pages value gained from business operations after cutting out expenses such as stock cost etc. Customer Satisfaction – Providing service to customers to their satisfaction level such as hygienically clean place or high quality food. S M A R T Before a business can set objectives it is important that they follow the SMART criteria. • Specific – Detailed and Exact • Measurable – Targets should be measurable • Achievable – Something that can be

Quality Assurance in Aviation

907 words - 4 pages training material. Researching specifications, standards, service letters and bulletins takes practice and investigative skills, and is a critical component of both aviation maintenance and quality assurance. Cost versus Safety Every organization that gains revenue from operating aircraft must play quality and safety against cost. Time equals money in commercial aviation. Many times safety is compromised for time because of cost. Many times

Social and Emotional Intelligence in Regards to Customer Satisfaction

1004 words - 5 pages understanding of all three. Due to the fragile economy and the similarities of product offerings, providing quality customer service is more important than ever for maintaining and growing a company. Providing quality customer service has a much more defined meaning and is different from providing "exceptional" customer service. Exceptional customer service is usually fulfilling a customer's needs based on one particular instance that may or may not

Technology And The Customer Role

1975 words - 8 pages BSAD 431" Technology and the customer role"IntroductionIn Canada, the service industry contributes significantly to Gross Domestic Product (GDP) and creates employment. Services are unique due to the quality of inseparability in production and delivery taking place simultaneously. More importantly, it is during this stage that the customer participates in the service process by contributing effort or information, making the customer an important

Related Essays

Quality Management Principles Essay

799 words - 4 pages quality, productivity and competitive position Edward Deming The Deming philosophy focuses on continual improvements in product and service quality by reducing uncertainty and variability in design, manufacturing, and service processes, driven by the leadership of top management. Deming Chain Reaction Improve quality Costs decrease Productivity improves Increase market share with better quality and lower prices Stay in business 5

Sensory Perception Essay

315 words - 2 pages prices in the package I will send you. As a manager of our company for more than a decade, I have been dedicated in providing the best quality transportation service for our clients. Our uninterrupted transportation services made us one of the leading companies in the transportation business. Our skilled employees provide prompt service and fulfill all of our clients transportation needs. If you have any question, please do not hesitate to contact me at (703) 415 6720 to schedule services or for further information you may visit us on www.J& Sincerely,

Providing Quality In Healthcare Essay

1953 words - 8 pages views plays in undertaking evidence based practice and how it is also important to consider service user views when evaluating the performance of a health or social care service (DOH 2000b, as quoted in Henderson and Atkinson, 2003). Many of the managers that contributed to the Open University materials felt that how service users feel and their experiences is important; and that finding out this information was vital in providing a quality

Total Quality In Organizations Essay

1010 words - 5 pages concept of quality assurance -- providing consumers with goods and services of appropriate quality, as a point of reference. This is often how the average person thinks of quality, but it requires pointing out its limitations, as a technical, rather than a managerial, approach. • To review the evolution of quality from the Craftsmanship era in the 1700’s, through the Japanese post-World War II challenge brought on by attention to quality and