Introduction

TripAdvisor reviews on the quality of services that are provided by the customers do mean a lot to most of the people who find time to read them. The reviews are mostly correct about the services offered to the customer writing the review. In this paper, a few things are mentioned about hospitality and quality of services offered to customers by hotels and restaurants and also the impact they have on the customer’s decisions.

Quality can be defined as how good or bad something is. In our case class determines how good service is or how bad the service is. Consumers are always after the good quality of a product or service (Dabholkar, 2015). Hospitality is how generous or friendly one offers their services to their customers. This is a thing that determines if a customer is going to be back again so as to get these services again or not. Most customers happen to be attracted to hospitable service providers, and they find themselves back again for more of the services from the same provider (Walker, 2012).

The quality of products or services in most cases is a direct reflection to the hospitality offered during the provision of the services and good but not forgetting the small percentage that may differ from these findings (Dabholkar, 2015). High-quality products and services are mostly related to high levels of hospitality. A small conducted research shows that Five-star hotels have fascinating services and also products including things like receptions, room services and also the kind of foods that are offered in the hotels but when we conceder the charges of these services they happen to be very high. On the other hand, the hospitality that they offer their customers cannot be compared to many (Walker, 2012). They make their customers feel the treatment of a king or queen. Also, another research which shows goods and services cost has an influence on the level of hospitality a customer is to expect is when purchasing of goods. A customer walks in and buys an exotic car worth a lot of money the hospitality offered to the customer cannot be compared to the customer who just walks in and buys a normal car. This should not be the case from my point of view hospitality is supposed to be offered equally disregard of the quality of the product or service offered to the client or a customer (Dabholkar, 2015).Quality in Relation to Hospitality Research Findings

Research questions	Customer Responses(in terms of numbers)
Does quality of service and goods affect the hospitality offered to a customer?	Yes	No
	25	5
Has this happened to you as a customer?	22	7
Do you think that this is how hospitality should be compared?	0	30

 

Service quality Assessment in a Hotel

The assessment process is a step by step activity. The minute you enter a hotel the assessment starts. The speed of service is the start point for the assessment. How fast are the employees in the hotel? After sitting down how what amount of time does it take the employee to come and offer you the services? If this takes a long duration of time before they respond, then this is a bad service and quality hence a fail to start off. On the other hand, the minute you sit down in the hotel and the employee is at your table then this is a positive tick to the assessment (Wu, 2013).

Employee courtesy is another thing that presents itself immediately after the employee comes to serve you. How the employee starts the conversation answers this question. Greetings to kick off the conversation are in order, and then a question asking you if you’re comfortable and ready to place an order. This is a clear indicator of courtesy but the minute the employee comes and kicks off the conversation with what are you having then this is not good courtesy hence a fail in the start of the complete service quality assessment (Wu, 2013). How the menu is also presented carries a heavy load of the quality of service you are going to receive from the hotel.

The next thing is the ordering process, how well have they presented the menu and what is the variety of thing that they are offering. The wider the menu, the highest expectations of quality services you expect but it is not given for this fact to be true. After placing an order how long should it take before you receive your order? This should totally depend on what you have ordered. But if the order is taking longer than expected then this is not a good thing hence a negative on the assessment, but when your order is acted upon instantly, then this is completely a good thing (Chen, 2014).

How is the meal presented to you or how is your placed order presented to you. This means a lot of the complete assessment. Cleanliness and food presentation totally carries a lot of weight in judging the service quality of a hotel. What pre-services are they offering to you before you may start eating? Things like washing your hands how they present these services and things like that (Ariffin, 2013). If such services lack then the service quality again goes down, but when these things are there, then this is a thumb up hence the assessment continues.

How does the food taste now that the pre-service stage is covered. The smell and the taste determine the quality of the food. The food may taste so good and may make you want to order another plate, on the other hand, the food may taste so bad you may find yourself in a position of being unable to finish the plate you just ordered and this provides a direct assessment of the service quality for the hotel (Chen, 2014).. How also the employees treat you after you, meal gets to you can have an impact on the assessment process. How the bill is presented to you also means a lot the employee may bring you the bill of you order even before you are the half way your meal. This normally happens, but it is quite a bad thing that employees do. But if you are presented with this after you are done eating your meal and received you’re after meal services then this is in order. This bill should be presented to you in a respectful manner (Wu, 2013)..

When you have settled your bill, it is critical on how the hotel employee sees you out. The level of respect they show you and the little courtesy they extend means a lot to you the customer and the doing of this by the employees; the assessment is a success but if the opposite is done then this is a total fail. After walking out if the hotel your assessment is complete and, results can be analyzed (Wu, 2013).

Conclusion

After a complete analysis one can come up with a complete review of how the hotel’s services quality is, if these qualities happen to be good you will probably find the person back and back again so as to receive these services, again and again, the only thing the hotel is to try to do is to maintain their services standards not to decrease but increase. But if the assessment of the service quality was poor the chances of the customer coming back for the services is very small. The service quality and the hospitality received by a customer determine whether the customer will come back again to the service provider or not. For anyone who is providing goods or services to difference customers, it is of importance that the service quality is of high level, and also, the hospitability levels to the client are observed.

 

 

 

References

Amin, M., Yahya, Z., Ismayatim, W.F.A., Nasharuddin, S.Z. and Kassim, E., 2013. Service                                 quality dimension and customer satisfaction: An empirical study in the Malaysian                          Hotel Industry. Services Marketing Quarterly, 34(2), pp.115-125.

Ariffin, A.A.M., 2013. Generic dimensionality of hospitality in the hotel industry: A host–guest   relationship perspective. International Journal of Hospitality Management, 35,                           pp.171-179.

Chen, W.J. and Chen, M.L., 2014. Factors affecting the hotel’s service quality: relationship                                   marketing and corporate image. Journal of Hospitality Marketing &                                                 Management, 23(1), pp.77-96.

Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer                          participation. In Proceedings of the 1990 Academy of Marketing Science (AMS)                              Annual Conference (pp. 483-487). Springer International Publishing.

Walker, J.R., and Walker, J.T., 2012. Introduction to hospitality management. Pearson Higher                               Ed.

Wu, H.C. and Ko, Y.J., 2013. Assessment of service quality in the hotel industry. Journal of                                Quality Assurance in Hospitality & Tourism, 14(3), pp.218-244.