Management perception of service quality in the hospitality industry

So from this satisfaction index you find out where you need improvement and 
create a new plan to improve service through the feedback and or low points 
that are shown. 
 
Yes. 
 
Ok. Would you be able to tell me how is customer satisfaction is measured here 
at the hotel?

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We measure customer satisfaction, once a year with the customer satisfaction index. 
Furthermore, we have the spontaneous feedback; these are all the comment cards that 
we have in the room and the restaurants. The spontaneous feedback isn’t always that 
realistic, because you only receive something when the guest is satisfied or when they 
aren’t. So what lies in between you don’t find out. That is why we depend on the 
customer satisfaction index that we have once a year. Because this does measure all the 
points where service are delivered. 
To finish, where do you believe change is needed to improve where service 
quality and how it’s practiced? 
 
I would have to say staff or employee personality.
Why personality? 
 
Well the attitude for guest service, if you come into this field that we work in, what you 
have to have is personality and of course the willing to work in guest service. If you put 
those together, then that’s already now a days a good service. This is very important for 
how he guest receives the service, from my point of view. Its not nice, to be speaking 
and being dealt by a robot. Hence why personality and attitude is important for how 
functional quality comes over to the guest. 
Ok. That was it. Thank you for your time.
 
 

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Transcription Interview # 3 
Interview date: 2-05-2013 
Interviewer: Randall Laclé 
Interviewee Name: Pascal Gaudio 
Hotel: Hotel Haven 
Department: Front Office 
Position: Service manager / Chef Concierge
Interview Setting: This interview was conducted at the Hotel Haven hotel at 
Unioninkatu 17 in the master suite room after having received a tour of the hotel for 
better understanding of the product. 
(Start of Interview)