Management perception of service quality in the hospitality industry

Now that we have covered how service quality is practiced here, Grönroos 
explains that perceived quality is measured by customer satisfaction. A 
customer is only satisfied if his experience met his expectations. 
How is customer satisfaction measured here at the Radisson Blu Plaza Hotel? 
 
Generally put, every time we meet a guest, it doesn’t matter who it is, or where they 
meet, they will always check the satisfaction of the guest on that place. Always check in 
anything else we can do. So always verbally. But that is not enough; we do it in written 
form. We ask them for their email asks them if they are willing to participate in our 
electronic survey and if they are willing we sent them this. It’s an extensive 
questionnaire but we explain to our guest that they don’t need to fill it in completely 
just what they think is important. With this we get information where we can see what 
is going on through their opinion.
Next to this we also have our general Radisson Blu index to what we are being 
compared to. We also do email communication with our customers; I have many 
contacts with customers where I regularly check up with guests with open 
communication. 
You said that you receive feedback from your customers, verbally but also 
written. How are these put to use to improve service? 
 
Off course we get ideas from these ways, people tell their experiences and we take 
these comments and stories and we don’t leave these feedbacks under the carpet and 
we put into action. It’s the manager’s duty to put these into action and making sure 
that all our staff is aware of our solutions or any feedback that relates to service. 
What I like about how the hotel industry, is that we are empowered to make decisions 
with feedback that we receive. It is not sent to upper management and we never hear 
anything again. We are fully able to find solutions and create actions. 

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