Management perception of service quality in the hospitality industry

Hmm, yes I see.
 
 
During a customer experience we try to engage our staff to up sell and make 
recommendation to boost revenue. So we try to upsell upgrades. Actually we don’t sell, 
we tell them what we have available to maximize their stay. If they don’t accept our 

---

84 
recommendation, it’s completely fine, yet we try to always look out for our customers 
maximum stay. 
Word of mouth I find important. Everybody recognizes as a marketing tool but it is 
not actualy told how to actually apply it. This is related to the service. What we try to 
give here is an experience and we want to create stories. 
Earlier I mentioned brand association. Very often guests get excited with our Bang & 
Olufson speakers and TV and speakers we have. So much that guest come with their 
own devices, plug in their TV. And we hear these things back on Tripadvisors or on 
Social media sites. It’s fun to read these, since the speakers from Band & Olufson is 
almost impossible to buy so we offer guest to try these for free and then tell their 
stories online.
 
If we see these guests again, we go to them and have a chat to verify how their stay are 
going and it creates a friendly experience which very often these turn into stories and 
you could read these comments that yes this hotel is nice, the hotel stay was great but 
the staf was so friendly and we had a chat they make you feel good and welcome at 
home. So this is what we try to do and turn it into word of mouth, for them to share 
the hotel name but also their experiences and emotions into a story of what happened 
during their stay and we belief this is what attracts people. 
Yes I understand, so you try to manage expectations of guest by word of mouth 
through the stories told online and so on by the behavior of your staff. 
 
Yes we try to create the right expectations, the expectation of what is really offered and 
how it is offered. We want to deliver the promise and not over promise so they have 
the wrong expectation.

---

85 
When you play with expectation, expectation can be anything and this is a big problem 
so this is why to give the right image to go with the right expectations through our 
service delivery.