Management perception of service quality in the hospitality industry

Interviewer: Thank you again for having me today, for giving me the 
opportunity for having this interview. Thank you for giving the guided tour of 
this fine establishment. 
 
I’m doing this interview because I want to understand what quality actually is 
from the perspective of the service manager. I want to compare to what is 
written in theoretical publishing’s on the subject and find out what lies in-
between. Do you have any questions before we begin? 
No, nothing at this moment. 
So what we will do is start with some background information on yourself. I 
would to know what you do here, what your role is and what responsibilities 
you have.

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Ok. I have quite a lot of responsibilities here. I am the chef concierge. One of my tasks 
is to make sure that the service quality is as high is possible and provide the tools to 
make this happen. I will provide some standards and then do some research about the 
service that we are providing. And what is available in the city as well. Everybody 
should know what is going on in the city and who’s doing what. In the end we are 
selling our city to the people that are coming here, so we want to give them the best 
possible stay when they are here. 
I am also doing some revenue management. So I’m trying to find out what is the best 
price for our guest and according to occupancy and how busy it is in the hotel and city. 
Always aiming to maximize our revenue and stay of our guest. 
I am also the president of the golden keys in Finland, a worldwide association that 
provides a worldwide network which aims to provide the best possible service. If 
someone is visiting after staying with us another hotel in Brazil, I have a contact person 
there which I can contact in order to provide the best possible stay that specific guest. 
This makes sure, that after the guest stays with us, he/she will be taken care of. 
Service starts before they reach you and continues after they have stay. So we try to 
find out how we can maximize their stay.