Management perception of service quality in the hospitality industry

Ok so this is how you relate to service quality on duty, you supervise the service 
delivery; you provide information on what’s going to happen during that day. 
 
Yes, indeed. Most people take this for granted but you can go a long way being well 
informed. 
 
Let’s move on to you own perspective of service quality, what do you think it 
stands for? 
 
I would say that, when people arrive they certain expectations and I think we need to 
manage this expectations and of course it would be really nice to surprise and do 

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something better but I think the point is to meet their expectations and see them 
smiling to know everything is good and when they aren’t happy we should do 
something to make them happy about the result. 
Interesting, you seem to have pointed out expectations and service quality 
being the management of expectations. I can totally agree to this. Managing 
the expectations by delivering to these expectations.
Do you think, that the product is more important then the service? 
 
Well for this hotel, it’s new, everything is new and shiny, so the whole product is really 
good, but we’ve been opened for 8 months and it’s not so new anymore and for us 
now the service delivery is the most important, we can’t rely much more on the 
product as this decays after time. 
How are employees here trained to deliver according to specifications? 
Before opening we spend two weeks training. We were explained what’s going to 
happen, how things are going to happen and why. We were trained how to check in, 
check out, our duties, responsibilities. 
But actually after the training weeks, we were told that what we were doing was 
building a hotel culture, a culture where we understand each other, are friends and can 
work efficiently together. 
Everyone is 100 % here all the time when working, 100% for the customers and I 
thinks it’s because of this culture we work in.