Management perception of service quality in the hospitality industry

Ok, well sounds like you are busy with a great deal of things which impact the 
service and guest experience quite a lot. 
 
So you’ve explained how you relate in service quality, how you take care that 
what you offer here is up to the standards and that employees are trained to 
perform to these standards. 
 
Could you explain to me, from your own opinion what service quality stands 
for? 
 

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Well service quality, there is two in a way. This is again maybe from the book. This is 
something I was though. You have the tangible and the intangible, you have the hotel 
and the premises and what we can do. During our tour I explained the value we would 
like to give our customers. A very homey place to stay with a touch of luxury. And 
then we have the different brand associations, the project that we have to offer brands 
and then we have the people, the intangible part. So what we try to do here is we try to 
reach as much people as possible. You always have to be careful when we talk about 
service quality. You always have a different opinion on what service quality as and then 
your guests have a different opinion too. 
You have to be aware of that and try to satisfy according to what they think it is. This 
is my view and it can be manipulated quite easily, we always try to find out what type 
of type of traveler and find out what do they like. So I have my own preferences of 
quality but the great things is that if someone else has their own preferences I 
manipulate what I know towards what they like so I guide them and meet their 
expectations. 
This is my view on service quality, matching their stay according to what they like. 
Your own opinion is valid to an extent, you have different values and taste then this 
person, but you still have to reach and connect with this person and this guest will 
recognize this.