III - Industries [Travel & Tourism]

Industries

Travel &Tourism

The hotel industry is economically volatile and largely affected by global events. Due to the limited choice of geographical location, hotels are situated close to one another. This results in the wake of increasing competition, and therefore has placed higher switching costs on the hotels. It is imperative for hotels to know the impact of the type of service improvements on guest satisfaction. It is not so much of accepting standardized service standards and quality measures but more so of the appropriate factors that should be maximized, while keeping other factors such as costs in check in order to still remain competitive. Salient service attributes, which impact on the overall service quality of hotels should be prioritized. We can assist hotels in developing service quality standards and benchmarks, competitive gap analysis and strategic action plans. In addition, we consider a total service encounter measurement concept (workflow, support and advice, audit-evaluative) of evaluating the commitment of one department in fulfilling the responsibility of another in the service chain.