Management perception of service quality in the hospitality industry

So if I understand you right, for you the most important aspect is to how is 
everything comes to the guest and communicate this to the staff and a key part 
is to understand what happens here and understand how it relates to what is 
communicated to the guest. So to take care of the circle of what is expected and 
making sure that all that is expected is given back in the service that is 
provided. Mostly focusing on the how service delivered as staff knowledge is 

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key to ensuring that great quality next to having a product which is standard at 
everytime. 
 
Yes indeed. The main thing is to understand that guest get their expectations from 
what is told about our products. And our products are the same. The only way they 
can be managed is in the way to ensuring that the quality of the product is good and 
that does depend on housekeeping as well as renovations when it is needed but next to 
that what completes the whole experienced quality is how the actual service of 
providing the product is given. And this can change the whole situation. If your 
product is great already, and with a great service, the total experienced service will be 
excellent. As well it can be said that if the product is not to the liking of the guest, with 
a great service delivery, the total experienced quality can be managed positively in the 
end. This cannot be said if you have excellent quality of product and low quality of 
service delivery. People tend to forgive faster for product is service is great, is handled 
well. 
Thank you. I would like to know now how service quality is trained here at the 
Radisson Blu Plaza Hotel. How do you ensure that the functional quality is at 
the adequate level you want? 
 
Basically, we get them idea first about the company, about Radisson Blu and again 
about the concept as well explain them what the service quality concepts are and what 
they are able to do as guest service agent. After they are more aware of our concept 
and company, we give them a check list to go with the check in, the checkout and 
other procedures that they can check to see whether they went through the vital 
question and other procedures on upselling and recommendations to our guest. And 
we are always monitoring to do with the way Plaza wants them to do it.
There is a physical paper and a physical person there making sure they will get this 
service quality to their head. 

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