Management perception of service quality in the hospitality industry

I can see that you have plenty of background and you are t home here at the 
Plaza hotel. 
 
Is it possible you could tell me how service quality is practiced here at the 
Radisson Blu Plaza Hotel? 
 
We have the 
Yes I can
and a 100% service guaranteed. These are our starting points 
where service begins. We have certain amount of rules of how service should be. But 
at this point I would like to mention that we try to not stick too much to the rules and 
try to focus more on personalization as it is more valued currently and as well around 

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world. 
Furthermore, the concept have here put together with the personalized service makes 
the service what we have here a plus. 
We don’t want to offer robot service; personalization is what we aim for. 
This basically covers the background information and how service quality is 
done here at your hotel. 
 
I would like to follow on the next section now, where I would like to understand 
how you personally feel about service quality. 
 
To your own opinion, what do you think service quality means? 
 
Well, step one is that you are concentrating on the customer. Quality starts that you 
don’t focus on anything else then on the customer. He is there with you; he doesn’t 
care what issues you have or your day. The service needs to be at a certain standard 
and total concentration needs to be on the guest. Every day the same kind of service 
quality needs to be given.
Here I have a figure, its Grönroos theory on total perceived quality. He’s a 
renowned figure on the field of service quality and customer service. He has 
written many literatures on these topics.