4 Apr 2022


Service Quality Management in the Hotel Industry

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Academic level: College

Paper type: Research Paper

Words: 1343

Pages: 5

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Service quality is presumed as an important facet in the hotel industry. The level exhibited by various hospitality facilities like hotels and restaurants determines the number of guests and customers who revisit as it is an influential factor. The quality of services offered in the hotel, especially when attending to the customers, is presumed to be a dimensional influencer of customer satisfaction. The quality of services serves as an important purpose as it catalyzes the success of a business. Outstanding quality management in a hotel helps in achieving competitive advantage, thus proving to be relevant for considering in the hospitality industry. Offering and managing quality in the hotel industry have been inclined to the effectiveness of applying several constructs, which include Tangibles, Reliability Responsiveness, Assurance, and Empathy, which in the end yield unmatched benefits. 


Tangibles in the hotel industry are presumed to the material requirements that provide services to customers. Such include facilities, the design, and how the equipment and instruments of service are portrayed as well as staff presentation. The appearance of a hotel tells more about the experience of customers and determines the likelihood of such customers coming back. This facet extends to evaluating whether employees are smartly dressed and have happy faces when attending to guests (Sohail et al., 2007) . Such concepts have a compelling factor of comfortability from the customer`s end. Additional factors that should be considered under this factor include using up-to-date equipment as they are associated with modernity, which is a primary subject in assessing whether customers feel comfortable within the hotel premise. 

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Tangibles also call upon hotels to exhibit a high level of employee discipline as a quality management concept. Workers or the staff, in general, ought to exhibit good manners when serving customers as well as when relating to each other. In connection to that, they should not be offensive or sarcastic towards guests (Sohail et al., 2007) . Employees can exhibit such characters, especially if they feel irritated or stretched too much by particular customers. It is the mandate of the hotel management to provide training courses for its workers where they can be enlightened about these issues. Hotel management needs to ensure that they offer relaxation tools for employees as it helps them o offer excellent services to customers. 


Reliability is deduced as the weight and understanding of how customers feel upon depending on the services offered and the ability of the hotel, providing them accurately and effectively. One major consideration under this bracket is the hotel keeping a promise and assurance of doing things on time. The ability of a hotel to make sure that services are delivered promptly builds confidence from the customer`s side, thus appearing as a concept of quality. In the case where a customer cites something problematic, it is the work of the management, especially the workers, to make sure that all necessary measures are applied in the quest to solve it. When customers see that their concerns are taken with utmost consideration and priority, they term such facilities as reliable and feel compelled to continue receiving services from them.

Reliability also requires a hotel to use procedures that are attributed to simplicity. One of the reasons that cause hotels to fail to delivery and management service delivery is using complex hotel processes emanating from mismanagement of processes and operations. For example, the food ordering process can be complicated if there is no coordination between the waiters, cashiers, and the cooks. When such is evident in the hotel, it causes unpleasing outcomes like customers complaining about delays. It is vital to for the hotel management to ensure the keeping of accurate records. For instance, keeping accurate receipt records is important to incase a customer comes back and requests to refer to what they spent earlier. Such pieces of information solidify the concept of quality service management. 


In the hotel industry, responsiveness is understood as the ability of a facility to provide services accurately promptly. Employees need to tell customers the exact time when a service will be delivered and make sure it is done by that time. Most customers can be pulled away or compelled to revisit a hotel based on the nature of the interactions with the employees, which include keeping their word (AbuKhalifeh & Som, 2012) . Workers should exhibit the willingness to help guests even when the busy is running busy. This sacrifice and devotion are positively perceived by most guests, which explain why customers will enter specific hotels regardless of the traffic. It is therefore, crucial for hotels to observe these facets as they help to solidify the connection between customers and the services offered in the facility.

In the quest to exhibit responsiveness in service delivery, it is vital to consider showing consistency in services. In most instances, hotels tend to show excellence in service delivery immediately after the business is set up. This move is a psychological tool that aims at winning a high number of customers and retaining them. However, if a hotel fails to show consistency in terms of delivery, then, the quality is questioned by the customers. It is ideal and commendable for a hotel to allow flexibility when offering services to customers by considering their demands. By doing so, customers feel valued and end up appreciating the services. 


Empathy in quality service delivery entails the concept of showing concern towards the customer through how they are treated and given attention. From a diverse perspective, individual attention is fundamental when considering how customers are attended to in a hotel setup. For example, the management should train waiters on how to give individualized attention by making sure that a customer`s needs and requirements have been met before jumping on to attend another one (Sohail et al., 2007) . Empathy also calls upon the management to consider operating hours that are convenient for their customers. For example, it is good to consider factors like working hours for most people to determine the closing or opening time of a hotel.

Empathy should also consider the use of effective communication skills. The facet of communication is one of the most vital as it connects customers to the dynamics of a hotel as well as the level of competence and ethicalness. It is the mandate of hotel managers to ensure that customers have easy access to information about the services of a hotel comprehensively (Sohail et al., 2007) . Hotel managers should embark on researching the most effective ways of showing loyalty to their customers. Such moves help to make the relationship of the customer and the hotel more solid as they cite high-quality service delivery.


Assurance in the hospitality industry is exhibited in the form of having a high degree of security and availability and portraying confidence in the provision of service. The conduct of employees mainly on how they relate with the employees tell a lot about the quality of service. In this manner, exceptional engagements should be the primary course of customer-employee interactions to ensure that they are able to trust the hotel (AbuKhalifeh & Som, 2012) . Doing so also ignites a feeling of safety with the hotel premises. The employees should also be attributed to high levels of efficiency in the course of their work. 

Assurances should further to encompass having sufficient support among employees to do their work well and thus deliver quality services. Employees are the actual channels of ensuring that customers feel safe in the hospital, and that is the reason why they should be offered the necessary amenities to ensure the same (Gržinić, 2007) . Also, it is crucial to make sure that employees are polite in every way in their engagements and carrying out tasks. It is fundamental to ensure that there is a non-fundamental policy when serving customers. Offering sanitary criteria is also a measure of exhibiting assurance traits. 


Quality service management is a key subject that should be highly considered in the hotel industry. The value of a hotel from the customers` perspective is gauged upon the kind of services offered. Using notable concepts like Tangibles, Reliability, Responsiveness, Assurance, and Empathy, it is possible to deduce various ways and mechanisms that can be implemented and observed to manage quality service delivery. The input, however, should come from the management and the workers as well. When these facets are observed, hotels gain competitive advantage and businesses become successful. They will also manage to build their brand in an industry that is extremely competitive industry thus attracting more customers to their business. such factors would be what make a business in the hospitality industry provide unquestionable customer service and therefore customer satisfaction. 


AbuKhalifeh, A. N., & Som, A. P. M. (2012). Service quality management in the hotel industry: a conceptual framework for food and beverage departments.  International Journal of Business and Management 7 (14), 135-141.

Gržinić, D. (2007). Concepts of service quality measurement in the hotel industry.  Concepts of Service Quality Measurement in the Hotel Industry .

Sohail, M. S., Roy, M. H., Saeed, M., & Ahmed, Z. U. (2007). Determinants of Service Quality in The Hospitality Industry: The Case of Malaysian Hotels.  Journal of Accounting, Business & Management 14 .

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