Management perception of service quality in the hospitality industry

I would like to move on to the last section of our interview where I want to 
understand through your opinion, where or what can be changed to improve 
service quality for future references if you may? 
Well one thing is getting popular which I think is a worldwide phenomenon, especially 
as the Plaza hotel is that we are Consults, we are multi talent agent’s I’m not calling 
myself a f/o manager, or an official title like that. But is a guest wants a steak, I can’t 
cook it, but I can serve it, I’ve washed dishes, I’ve done bartending, I‘ve set up 
meetings. But this requires attitude from personnel. Because it doesn’t happen just like 
that. That is the key point to convert the service into the consulting type of service. It’s 
a cliché, but he doesn’t care which department you work in, he doesn’t care, what cares 
of is that you are able to be hospitable with any service. He won’t care about title’s it’s 
more about being able to take action. 
For example, I was buying shoes the other day and I asked a lady for another shoe size 
and then she said to me that she works in the shirt department and just walked away. I 
was completely surprised by the service and the willingness to help. This is what we are 
trying to avoid here. It will ruin the whole experience because of how the functional 
quality ruins the whole experience even if the product quality was excellent. 
We try to work with other departments that we are all trained to do all that can be 
done so we are consultants. 
Thank you for your perspective. It seems from this that I can get is that the 
quality of service vs. product, the relationship seems to be if its more focused on 
the service and how its provided, every mistake happening regarding the 
product itself, how you handle the situation will make everything into a positive 
way. 

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Yes, if the guest finds a hair on the pillow, here showing a fault with the product, how 
the situation is handled afterwards won’t negatively affect the total experienced quality 
at all in a negative way. 
If I can say one last thing, never let the moment of truth to one point. The customer 
meeting is not over, it continues with communication, such as emails, follow ups and 
when they come back again, we have pre arrival communication. What I’m trying to 
say is that service is not always face to face but continues.