Management perception of service quality in the hospitality industry

 
That is refreshing. I can see how you take care of your staff, how you take care 
of emphasizing the human element in service and how you manage your image 
through social media but through the information which guest provide as their 
feedback. It’s also refreshing to hear how feedback is actually appreciated but 
also passed on to management where it’s actually dealt with instead of just 
staying there. It’s interested how you follow up on feedback. 
Yes, you can just imagine as a guest, and I go to hotel, but I give a comment about this 
kind of mirror and the next time I go to the hotel and the mirror is there. It gives the 
impression that people appreciate me, they listen. I had an impact on the hotel and this 
creates a story to tell. It’s all a chain, all is related together at the end of day. 
Interesting. So you explained how you gather information on customer 
satisfaction and how these are put to use as well. Now I will ask about your 
vision for change. Ask about your opinion on where change should be done or 
what is your view on the future in service quality? 
 
Improvement and change will always be there. You have to be aware of trends, 
competition, managing business. They all change. As I mentioned we do trainings, we 
try to be aware of everything that is happening. It’s really to up to date, gathering as 
much information as possible and reacting accordingly to changes. 

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Especially in our luxury segment, we need to know about the big chains, what they are 
doing, what is the trend and we use this information to improve and keep a close eye 
on what is changing. We need to constantly change according to trends. 
Regarding service quality, I think for the sake of improving service quality the focus 
should be on service delivery. Mainly focus on personnel. By providing everything that 
is necessary for them to delivered great service but to meet the needs of guests. All the 
information, all the tools, trainings. But the attitude and willingness to help is what will 
change the game.
You will get away with so much when you are willing to help as much as you can. 
There is a big difference between saying “no” and “I will find out about it “ So we try 
to manage the customer experience through our personnel, they personality, their 
friendliness and with all they know they can provide excellent quality. This is what I 
think is important for change. To focus on employee attitude and willingness to help, 
this will improve SQ.