Management perception of service quality in the hospitality industry

Thank you for your time 
 
 

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89 
 
Transcription Interview # 4 
Interview date: 06 -05-2013 
Interviewer: Randall Laclé 
Interviewee Name: Anna Vlasova 
Hotel: Sokos Hotel Paasi 
Department: Front Office 
Position: Duty Manager 
Interview Setting: This interview was conducted at the Scandic Hotel Paasi and took 
place in the breakfast area in the back. 
(Start of Interview) 
So now we will have our official interview. So why I’m doing this research is 
that I’ve come across service quality through my study careers for 4 years and it 
has been coming up again how important it is of the quality of service you 
deliver and this quality can be used to judge you and rank you amongst other 
hotels. 
 
There is so much known about service quality, what it is, how it, but I haven’t 
found anything yet deeming exactly what management should do with service 
quality, so this is the gap I want to close. 
 
Any questions or comments before begin? 
No. 

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90 
Let’s start with some background information about yourself. 
 
So, I’m 28 and I’m almost done with my university and I should be done in one month 
or autumn depending on how busy I am. I’m working here for 8 months now since 
opening day, I am manager on duty. Before this I worked at the Glo hotel for 4 year, 1 
year full time and 3 years part time. Before this I was working part time at the holiday 
inn city centre. 
So a lot of experience I see! 
 
Yes indeed, I’ve changed quite a few times. 
What are your responsibilities here at the Scandic Paasi? 
 
First of all I need to supervise my shift, making sure all is going smooth and under 
control, secondly I tell my staff what to do, what we are going to do, how many people 
are coming and so on. I’m supervising to make sure everything is going on. I also 
inform my staff on any development and information that may come in about trainings 
and so on.