Hospitality Service Management

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Innovation is the key focus to excel in this industry.
Utilizing service management for proper handling and delivery of services is the aspect which the services industry must set a priority in their areas of concern for promotion and company’s growth – including industries in health care, caterers, manufacturers and suppliers, tourism and financial services.
Organizations must set the difference between the idea of customer satisfaction and service of quality rendered to clients. Although sometimes considered ambiguous, a specific label is required that will detach these important entities with regards in providing services of which supposed as one. Both are correlated in terms of industrial needs but different. Customers may vary on every organization to which they provide their products, be of services or goods, by some mechanism acceptable in the industry’s marketplace. Of course, getting through the competition in the market is another endeavor which organization needs focus.
Customer satisfaction is a business term which is used to capture the idea of measuring how satisfied an enterprise’s customers are with the organization’s efforts in a marketplace (Wikipedia, 2006). Once the customer’s expectations are exceeded, the organization will attain high levels of customer satisfaction and will create customer delight. This implies that organization must possess the ability to fulfill the consumers’ needs through business, emotional and psychological aspects. The interaction between the service provider and the recipient, which are the customers, must not be in idle to properly measure the level of satisfaction. Proper attitude in dealing with varied customers should be considered. knowing their attitudes, feedbacks or commendations can contribute to determining the organisation’s marketing strategies. Basically, organisations aim is to retain customers in patronising their services offered and the target of increasing the number of loyal customers and eventually increasing the organisation’s revenues. Although customer satisfaction may vary from customer-to-customer, it is important to consider those physical and psychological characteristics which play a very important factor in measuring the degree where customers satisfied with the organisation’s services. Comparatively speaking, the customer’s expectation can be evaluated with the customer’s experience prior relevant to the services the organisation delivers. Organisation must take into account that satisfaction is not quantitatively measured since it is more of a psychological aspect. it is more of the qualitative. And, service of quality will be now measured.
Commonly, customers define ‘quality’ as they are met by their perception and experience. This is the degree or level of customer’s satisfaction with the services or products an organisation offers dependently to the environment and the kind of service given. It is difficult to conform to the expectations of the customers’ needs with the level they require with regards to efficiency, quality, flexibility, and dependability to the services delivered. To achieve this, Total Quality Management (TQM) is applied. TQM is a management philosophy committed to a focus on continuous improvements of product and services with the involvement of the entire workforce. This principle is a long-term process to sustain business excellence and the comprehensively and continuously involvement of all organisation functions.