Management perception of service quality in the hospitality industry

So if I understand you correctly, you think it’s very important to understand 
what your guest wants and needs, what they like? 
 
Yes.
 
 
Do you think it’s also important to understand what your customers might have 
heard about you ? So external communication? Or maybe their expectations. 

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Yes of course. For me, what we we use as a marketing tool, we give a lot of 
information on our website and when they book with us they have some expectations 
based on this information. But ofcourse the expectations it depends on different 
people so it’s careful to listen to our guest when they are here to completely 
understand their expectations and therefor act accordingly. 
Sometimes some guest contact you prior to arrival for many different reasons and you 
can carefully use these moments to prepare before these guest arrive and book or 
reserve the right details and match activities according to needs. It is very important to 
be prepared beforehand. 
We see this as an important element of business and try to introduce these in trainings. 
In the hotel industry, times are busy and rushing and sometimes business is slow, and 
within these moments we prepare for busier moments or for the next day. We try to 
find activities for guest to do in the cities or we go about tidying the hotel and making 
things look more presentable. We also go through the bookings prior to check in time 
as well as the day before to find anything that we can do in advance already. Sometimes 
you might find a problem with a reservation and it’s always better to find a solution 
before this guest checks in then waiting until that moment of truth and then try to find 
a solution. 
It does happen sometimes, you go the front desk and they see a problem and then they 
fix it, this is fine but if you handled this situation beforehand, you skip the 
awkwardness or moment to positively affect the experience.