SERVICE AUDIT

THE GRAND RESIDENCY

Binayak Mahapatra(11) Sabyasachi Rout(38) Trideep sahu(57)

Agenda

OBJECTIVE OF STUDY

•To Evaluate the service qualities of Grand Residency.

INTRODUCTION
• • •• • ••
• •
Mid market hotel It is located at the Heart of the city. Finest accommodation.
Single(Business class) Double(executive class) Suits(Platinum class)
CHANAKYA-2200 sqft,250 capacity ASOKA -1500 sqft,150 capacity KANSHIKA –the board room-25 capacity TERRSE-4500sqft-500-800 capacity

• • State

of the art Conference hall and banquet hall.

GALLERY

GALLERY

ORGANISATIONAL STRUCTURES
OWNER

G.M.

SUPERVISIOR(6)

OTHER EMPLOYESS(30)

FACILITIES

• GENERAL SERVICES • BATHROOM FACILITIES • ROOM FACILITIES • SECURITY MEASURES

SERVICES OFFERED
CORE SERVICES

• RESTAURANT•

• ACCOMMODATION SUPPLEMENTARY SERVICES

DINE AND DRINK (GRAND DARVAR) LAUNGE-BAR (JALSA)

• PICK AND DROP • LAUNDRY • ENTERTAINMENT • GUIDE FOR TURIST LOCATION • CREDIT AND DEBIT CARD FACILITIES

SERVICE ENCOUNTER
TELEPHONIC ENCOUNTER BOOKING FOR ROOM BOOKING FOR THE TABLE ROOM DELIVERY OVER PHONE

• • • • • • •

FACE TO FACE ENCOUNTER GIVING ORDERS AT THE RECEPTION HOUSE KEEPING ENTRY

RESEARCH METHODLOGY
THREE METHODS WE FOLLOW

SERVQUAL METHOD(PERCEPTIONSEXPECTATION)GAP-5 SERVICE QUALITY =f(gap)

• INTERACTION • OBSERVATION • QUESTIONARIES

OBSERVATIONS AND ANALYSIS GAP-1(7)

• INADEQUATE UPWARD COMMUNICATION • MORE LEVELS OF MANAGEMENT • INFORMED CUSTOMER BILLING

COMMUNICATION

• EMPHASIS ON INTERACTION WITH CUSTOMERS

GAP-2(4)

• • GAP-3(6) • • • • •

COMPLAINS ARE TAKEN SERIOUSLY GREAT AMOUNT OF TASK STANDADISATION CONFORMITY WITH MANAGEMENT EXPECTATIONS. PROPER ROLE ANALYSIS. RIGHT MAN FOR RIGHT GOB SUPERVISORY CONTROL SYSTEM MOTIVATION & TEAM WORK

• EXTERNAL COMMUNICATION ADVERTISING • • INTRENAL COMMUNICATION

EDUCATION • GOOD CO-ORDINATION BETWEEN DIFFERENT DEPARTMENT

GAP-4(5)

• CUSTOMER AWARENESS

GAP-5
SERVQUAL METHOD(PERCEPTIONSEXPECTATIONS)

Dimensions Expectatio Perception SERVQUAL n(SERVEXP (SERVPERC gap= scale) scale) PerceptionExpectatio n

Assurance

7

5

-2

Reliability

8

4 9

-4 -2

Responsiven 11 ess

PROFIT AND GROWTH

Customer loyalty

•Growth is low Potential

•Multiple visits by same customers •Repeat purchase data •Profit by referrals

Customer satisfaction
Steps adopted for data collection: Front line staff-deal with clients everyday, they try to collect, organize and interpret the client comments and feedback. Staffs are involved in a systematic way to ensure client feedback on regular basis. This implies a) you are serious about connecting with customers, and b) you respect the wisdom and abilities of your staff.

• Utilization methods•
• • • • • •

Contd…

Data mining applications -ATTENSITY is used Daily sales report, monthly revenue report and the profit and loss account to analyse regularly and not at the end Helps in decision making Devising new plans for services Managing customers likes and dislikes Check on errant staff Ascertain trends, services and practices that need to be phased out

• Firms measurement tools mainly follows complaint register
• Customer perceived value • Expectations-perception • Less gap between the dimensions • So better service quality • steps are taken to ensure • complaints are rectified the

External service value

DIMENSIONS • Tangible

SCORES 10

• • • • • • • •

Understanding Reliability Competency Security Courtesy Communication Credibility Responsiveness

10 8 7 12 9 14 5 11

Employee productivity

• Specialization- specialized skills and knowledge • functional organization- fosters efficiency, teamwork, and coordination description- job title, a brief statement • Jobduties and procedures, working conditions, of • •
and hours in the start. Redesign-jobs are redesigned reguraly toimprovecoordination,productivity, and product quality Job enrichment-employees are given more control over job-related activities; and flextime,a flexible work schedule

SERVICE PROFIT CHAIN FOLLOWED BY THE HOTEL

STRATEGIES TO ENHANCE EMPLOYEE LOYALITY

• • • • • • 1.Assistant manager of the reservations department
PROVIDING TRAVEL ALLOWANCE RIGOROUS SELECTION PROCEDURES EMPLOYEES DAY INTENSIVE TRAINING IMPROVES JOB DESIGN EMPLOYMENT SECURITY GUARANTEES
2. 3. 4. 5. Reservations department manager Rooms department manager Resident manager General manager

Vision-providing a preferred hospitality •experience by providing out of the way unexpected services Caring-well being of guest and their •belongings is given prime importance Fairness-employees •their performance are treated according to Empowerment-employees •with tools and authority toare empowered ensure the

FIRMS LEADERSHIP

expectations are exceeded of the guest Growth-commitment to manage change creates opportunities for people and proceeds to develop

Conclusion

Maintains •service. consistent high quality product and Training and development to raise the service •quality standard . Training employees •communication skillsin. interpersonal skills, Constant feedback given to employees •develop the employees skill the treat well toto to the


 

customers. Constantly and visibly expressing managements commitment to increase the service quality.

Preset specific •employees. service quality goals to the

Recommendations:

1.Some measure should be taken to reduce the communication gap. 2.Carefully choosing the personnel's who interact with the customers 3.More robust database development 4.Emphasis on standardisation 5.Diversity management should be given importance 6.More flexibility in the management system 7.Globally oriented mindset 8.Focus on Growth potential 9.Management levels should be reduced 10.Emphasis on clear billing facilitiesand payment
facilities.

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