Management perception of service quality in the hospitality industry

What I see is that perfect situation for delivering service with an extra touch of 
personality. 
 

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How do you ensure that service quality is always up to par? 
 
We have meetings every 3 months were we discuss what is affecting customer 
satisfaction the most, what is going wrong, what can we do. 
We also have trainings with different subject, such as perfect service. It feels like a class 
since we discuss what we’ve seen come up with solutions to problems. It engages us to 
think about our own experience. We also discuss actual issues which occur during 
working hours and discuss with the group what can be done about this and how to 
deal with such situation. So we share experiences and trade knowledge with each other. 
We also get feedback from upper management on what we are doing, how we can do 
better. So we have real involvement from upper management. I feel like they really try 
hard from there heart to help us. They support us also and this feedback we get is very 
important. 
If they want us to do something, they also explain why we should do it. 
Very nice to hear how deeply involvement upper management is in the 
development of service staff for service delivery. 
 
Now as I mentioned earlier service quality is mostly measured by customer 
satisfaction, how is this done here at this hotel? 
 
Off course we always check verbally with our guest whether theyre stay was great or 
not. We also have comment card in the rooms, to get some feedback. Our hotel 
manager always reads this and always reacts to this, and follows up to us if something 
is notified about us relating to service or staff. 
This feedback that you get from the guest, are they actually transferred into