Management perception of service quality in the hospitality industry

Ok. Well this brings a specific topic I want to talk about. “How it is delivered” 
How the promise is delivered”
 
How is this done here at the Hotel Haven by the employees? 
 
So all our employees and all trainees, before they even start there training or work. 
They have two days with me. We don’t even go infront of the guest, we don’t start 
right way. I will stay with them, give them a tour of the hotel, explain all features, all 
services, standard, policies and what is expected of them, what is provided , how to 
answer the phone, how to talk to guests, everything, the whole concept. So the whole 
concept is known after the first day. An intense training of the concept. And then we 
go to the front of house. Even though these new staff don’t know everything but 
everything is in the back of the mind and we want to engage them to relate what they 
know when they deliver service. 
We strive for this here are the Hotel Haven. To be recognized as the staff to be really 
friendly, skilled and knowledgeable. They know there work and are professional and 
we make this happen through our trainings. This is one way. 
We also have an extensive network with many partners where we share information 
and help each other. 
Every 2 months, we have meetings to discuss what went wrong, what went right, what 
can be improved, how and feature developments. Every person at the front desk, they 
represent our hotel, as they all have different taste, different values and we need to 
know these things so we can relate more to each other and in the end as well with the 
guest. 

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We try to highlight each characteristic of each other and use them to relate to our 
guests. 
This goes behind the belief that if you provide your staff with the power of