Quality Service Management Essay Example

  • Category:
  • Document type:
  • Level:
  • Page:
  • Words:



Executive summary

The paper spells out notable problems that are presented in the report. It also explains the ways in which these problems pose negative issues to the hotel business. The paper explains in detail how these problems can be solved. It also compares these problems to how they affect other businesses. The paper goes further explaining how these business failures would have been avoided and the steps to take to change the situation. The seriousness the failures pose to the business is also addressed in the paper and suggestions of how to tackle these failures. Lastly, the paper gives recommendations for the business on the measures to be taken to prevent these failures in the future.


As evident in the report Cameron Hotel is facing a series of problems especially in its quality service delivery and managerial. It can also be said that the hotel is also facing problems in regards to stubborn and unsatisfied customers. However, this particular problem can be said to be prompted by the lack of quality services delivered by the hotel’s staffs. In the reports, we see that the Hotel management has taken up measures in an effort to try and improve in the areas where they were lacking. For instance, there were individuals who were not vigilant in ensuring that the right changes were being taken up by the hotel’s staff. The report also points out the services failures that led to the fall out of the hotel and some of its important customers some of these service failures include;

Service Delivery Failure

Service delivery failure; in this case Rob Jones a reputable customer notices that the service delivery from the hotels staff is depreciating cumulatively. He spots some errors being made especially in his room specification and food items he also notices that the attention he got earlier from the hotel staff is now lacking. The service delivery failure is out rightly evident considering the many errors the staffs made while attending to Rob Jones conferences that he hosted in the hotel. This problem escalates due to the poor response from the sales manager, Linda Hall (Navekar, 2013). Poor service delivery has led to customer unsatisfaction as it is evident in this case. The matter worsens when it seem like the workers are not keen to heed to his complaints about the poor service delivery Rob Jones company is getting. In this case, Linda Hall response is poor since nothing much is done on the complaint considering that Ron Jones is a quite important client.

These show that the hotel business staff are lagging behind in service delivery and attending to customers complaints. It can be recommended that such a problem can be resolved by conducting frequent assessments on the employee’s performance. This will enable the management to note these issues cropping up and take up the required measures to get rid of them. This may include taking the staffs through quality service delivery training to in order to improve on the current service delivery issues.

Customer need requests failure

Customer need request failure is the other problem Cameron Hotel is facing. In line with this problem, we see Rob Jones taking his complaints to the sales manager. However, the response to the customer need is poor and inconclusive. To back up this claim we see that nothing much changes in terms of the customer request for the sales manager to handle the multiple errors common in the service delivery. This shows that the sales manager was not keen to listen and improve the already existing relationship with Rob Jones, an important client of the company. As a manager listening to customer need is the fundamental skill that has to be acquired (Hussain and Marshall, 2004).

It is, therefore, evident that Linda Hall, the sales manager lacks some essential skill required in business management. Since these are skills that can be easily learnt firing her is not the right option in this case. It is recommendable that she should, therefore, be encouraged to take up training or courses where she will be equipped with these skills she is lacking.

Unsolicited employee’s action Failure

Unsolicited employee’s action is the other business failure evident in this report. This is an employee carrying out an action that he is not called for to make by the company. In this case, the general manager Bruce Adams goes against the company philosophy to tolerate service defies. This makes Rob Jones have some leverage over the hotel business policies. In this case, we see that he demands more attention despite him being offered quite a lucrative discount deal. On the other hand, this makes the business look a bit desperate to retain its clients; therefore, giving the customers seems to have an upper hand in dictating the prices for the services (Ranaweera and Jayawardhena, 2014).

To solve this business failure, it can be recommended that the hotel business should set a strict policy governing its philosophy. This can call for strict punishment for individuals who go against this philosophy. This will also ensure that the business does not have to sacrifice its reputation for service defying client in the future.

Evaluation of the critical incidents

Despite Rob Jones being a key customer who commands quite a significant amount of revenues the problems associated with doing business with him may make the business not be successful as intended in the future (Sigala, 2008). On worrying case is the significant discount deal that Rob Jones is given. This might be a good gesture for the hotel business in order to keep him in business; however, this might bring more bad than good especially due to the problematic customer problems Rob Jones is associated with. However, the business problems do not entirely fall into problematic customer problems only. The evidence present in the report reveals that the service provision by the hotel business does not meet the required quality standards. Therefore, quality service by the business should also be addressed.

Recovery strategy

The recovery strategy to overcome these problems can be carrying out a failure analysis where the problems present in the hotel business are noted. This will help the management look for long-term solutions to this problems. For the error, the failure analysis will also point them out hence the hotel business will make the required adjustment to avoid them (Tarí, 2006). The Hotel business should carry out frequent assessment on its employees since it was noted that Linda Hall was reluctant to take up any changes in her managerial process due to lack of assessment by her superiors. Therefore assessment, in this case, should put the employees on toes and ensure that their duties are carried out as required.

Future preventive measures

The hotel business should also take up future preventative measures in order to ensure that the already present problems do not cause the business to fail in future. One measure that should be taken is put a strict code on the business philosophy on not doing business with service deifiers. This will ensure that the business does not compromise on its reputation (Brightman, 2000). The hotel business should also ensure that its managerial personnel are well equipped with the right skills to manage. His will ensure that in case of any business failure it resolved quickly before escalating to a much bigger problem.


If these failures are addressed in the right manner the business failure that is a risk the business is facing can be prevented. However before implementing these measures the business should ensure that its employees are updated and comfortable with these measures. This also ensures that the transition process to take up these measures is smooth and easy since there is no resistance from the employees. In the long end, these will guarantee business success in the future.


Brightman, B. (2000). Reinforcing professional self‐management for improved service quality. Managing Service Quality, 10(5), pp.299-306.

Hussain, S. and Marshall, A. (2004). Provision of quality of service using active scheduling. IEE Proc., Commun., 151(3), p.231.

MAIYAKI, A. and MOHD MOKHTAR, S. (2010). Determinants of customer behavioural responses: A pilot study. IBR, 4(1).

Navekar, P. (2013). Assessing and monitoring the quality of service provision. Nurs Residential Care, 15(12), pp.811-812.

Ranaweera, C. and Jayawardhena, C. (2014). Talk up or criticize? Customer responses to WOM about competitors during social interactions. Journal of Business Research, 67(12), pp.2645-2656.

Sigala, M. (2008). Service quality and customer relationship management: interrelationships and implications. Managing Service Quality, 18(5).

Tarí, J. (2006). Improving service quality in a Spanish police service. Total Quality Management & Business Excellence, 17(3), pp.409-424.