I am the quality management consultant for the new Hotel that has been proposed in Central Hong Kong. In my capacity of quality management consultant, this report has been prepared to assist the management and employees in having a continuous service quality improvement framework. Recommendations are made for adopting contemporary quality management methods.
With service focus being taken over by the selling focus in contemporary service related industries, how service managers must lead their employees must also change. The service encounter is very complex and hence the service leadership must also be equally comprehensive and complex (Farrell, 2000). The service leadership style should be transformational in nature. The transformation here is in the way the employee must be made to become service centric. The employee must be empowered and must be made to fit with the expectations as presented in the service encounter box above. Only a transformational leader would be able to motivate and inspire employees to think beyond their everyday tasks and focus on the customer centric vision of the company.
Based on the five dimensions of service quality, the following questionnaire can be administered to the customers of the hotel. Here the questionnaire is intended to collect open comments from the customers who visit the Hotel. Alternatively, a statement format with a Likert scale rating could also be made use of.
Note to the Customer: The questionnaire intention is to collect your opinion of our Hotel Services. Your opinion will be very valuable for us to improve our services in future.