Management perception of service quality in the hospitality industry

knowledge and they can apply what they know during service delivery and this 
is one way of affecting expectations as well as experience. Since you explain 
them what is expected, through the services and products that you offer and 
then because they know a lot they can deliver up to what is expected. 
 
Yes and that is why we give trainings with the core idea of the hotel and the core 
values and what we try to do but we make sure that our staff understand that we are 
flexible and what that your staff deliver our values and service with the personality. We 
don’t want robots or offer the same procedures all the time. We want to show diversity 
through our staff. 
Interesting. Would you be able to explain to me how customer satisfaction is 
measured and managed here at Hotel Haven? 
 
By very simple question, mainly “how was your stay” this is the main question we ask 
our guests. We don’t have these typical leaflet with questions, like is there enough light 
in your room, yes no or maybe. It’s not bad but in our segment there are guest which 
value different things. And we believe that this service breaks the human element of 
our stay. And when they are checking out or during they stay we ask how they’re stay 
is, how they like Helsinki. This is when they provide their feedback. And we write 
everything down and give it to the management and this is worked out. An example, 
we have this magnifying mirror in the rooms. When we opened we did not have this 
mirror and one day a guest suggested this as it would help ladies to put their make up 
on accordingly. And this was written down and send to the management, after three 
months all rooms had a magnifying mirror.

---

87 
We really value people and listen to them and pass this on. 
After this there is social media. We follow people that like or talk about Hotel Haven. 
We even answer sometimes as it acts as a tool that we can use to understand what we 
can improve. We read what is going on, what is true or maybe what we can work on, 
sometimes there are something that are over-exaggerated but we still try to deal with 
everything we can. We appreciate this that people that stayed with us write about us, 
good or bad but we recognize that they do it on their own time, initiative so we try to 
answer to answer to the right feedbacks. We show our appreciation by answering and 
so on.