Management perception of service quality in the hospitality industry

 
Thank you for your time. I appreciate this very much and especially thank you 
for sharing your perspective and opinions with me. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

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76 
Transcription Interview # 2 
Interview date: 29-04-2013 
Interviewer: Randall Laclé 
Interviewee Name: Nicolai Muhsal 
Hotel: Sokos Hotel Vaakuna Helsinki 
Department: Front Office 
Position: Service Manager 
Interview Setting: This interview was conducted at the Sokos Hotel Vaakuna Helsinki 
at Asema-aukio 2 Helsinki, near the Central railways station on the second floor 
lounge. 
(Start of Interview) 
First of all thank you for your time for having this interview with me. Secondly, 
I will begin by explaining why im doing this research and then follow up with 
the first question about asking you to tell me about yourself and what it is you 
do here at the Sokos hotel Vaakuna, following with questions on service quality 
and your perspective towards this. 
Ok 
Would it be okay if you could tell me about yourself?
My name is Nicolai Muhsal, 32 years old. I’m working as a service manager at the hotel 
reception. As a service manager, I work already 5
th
year and I’m working all together 10 
years at the hotel. 
How do you relate to service quality? 

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77 
It is very much so, that is one of my duties is to check always that the service is 
provided at the right standards at the reception, that customer satisfaction is ok. 
Always once a year we have our satisfaction survey, by another company. IT is a very 
important review for us. Because it affects our bonuses or so, we get once a year our 
bonuses, 40%. We have to control here at the reception. We have to check that 
everything is going well. If there is some complaints, we take care of that. Yeah. That is 
what we have to do, check if the guest satisfied.