Title
- Analysis of Services Facilitated in Hospitality Organization and Quality Control
Measurement Tools (ISO 9000)
Table
of Contents
Chapter 1: Introduction
Main reason to choose
this topic for the dissertation is to find out the importance of quality in the
service world. Only way to become or maintain a profitable hotel business in 21st
century is to have well skilled staffs
and procedures in place that are good in providing quality service to the
customers. The second reason to learn more about the interconnectivity between
the quality concept and service provided from customer point of view.
In
UK huge importance is given to the quality service and it has major impact on
the hospitality industry. As a tourist destination, Hoteliers and other
hospitality business owners know how important the quality in this sector is,
especially when customer does not get the quality according to the price they
have asked for. Only After experiencing the service quality customer can think
whether it’s reasonable to pay here for next time for this quality or can go
somewhere else. It is very important for the hotel business that they have well
trained and well mannered staff to do their job professionally, efficiently,
friendly and accurately. To understand the benefits, a survey is done on the
company which has received ISO 9002 certification and how it has affected the
quality and customer satisfaction.
In
the starting of 21st Century, biggest challenge the Hospitality
Industry faced was delivering quality. Agreeing on delivering quality service
is an easy task but to doing so in actual is the hardest part in the process of
delivering quality. It is very hard and time taking process to deliver quality
and it cannot be achieved by few people involved in the process rather everyone
in the company should be following it, from top hierarchy to bottom hierarchy
everyone needs to be getting involved in it. Success can be achieved by focusing
on the quality. For customers, quality is utmost important thing from them.
Customers always wanted to buy or use a service that have good quality in it
else they would go for different service provider. Hence quality is an
important factor for both customers as well as for providers.
Senior
leadership and management of a company hold the responsibility of ensuring the
implementation of successful quality process in their company. Each staff or
employee should follow and learn the importance of quality in Hospitality
business otherwise company will not succeed in the field of achieving and
delivering quality. Quality culture of company cannot be successfully
implemented until or unless senior management should have same way of thinking
regarding quality procedures or principles of the company. Technologies had
played an important role in Hospitality industry in achieving this but still
need skilled staff and concrete procedure or methodology in Hospitality
Industry in place to achieve quality concept success.
Research Background
In
the starting of 21st Century, biggest challenge the Hospitality
Industry faced was delivering quality. Agreeing on delivering quality service
is an easy task but doing so with an authenticity is the hardest component. It
is considered to be a very challenging and time taking process to deliver
quality and it cannot be achieved by a group of individuals in a company.
Success can be achieved by focusing on the quality. For customers, quality is
utmost important object. Groönroos (1983)
defined the quality concept as technical and functional. Technical explains
what service or product a customer requires and functional involves the process of how customer
receives that service.
Holiday
Inn is a brand of hotels, formally an economy motel chain, forming part of
Intercontinental Hotel Group (IHG). It is one of the prime hotel chains with
1,301 hotels and 238,440 bedrooms globally. Holiday Inn London Heathrow is a
four star property with 230 rooms. Holiday Inn Heathrow features one restaurant
which serves breakfast, lunch, dinner along with cocktail lounge bar and room
service 24 hrs. Due to its location at the business area it also has 10
conference rooms including the biggest area facilitating function of at least
500 people. Researcher has favorable interest in this hotel as it is one of the
prime competitors to other five star hotels located at Heathrow like Hilton,
Marriott, Sheraton and Jury’s Inn.
This
study is to explore how a customer satisfaction can be achieved in Hospitality
Industry through service and quality. This research will also focus on the
relationship and connection between the service concept and quality concept
individually. Service quality has a huge impact on hospitality sector and
quality models can make the process much simple along with providing a stronger
impact. Thus, this not only makes an individual hotel stronger at the current
market, but also gives a positive vibe in comparison to its competitors for
future endeavor. (International Journal of
Contemporary Hospitality Management, Volume: 23, Issue – 7, 2011).
To read more…….
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