You are on page 1of 26

SERVICE AUDIT

THE GRAND RESIDENCY

Binayak Mahapatra(11)
Sabyasachi Rout(38)
Trideep sahu(57)
Agenda
OBJECTIVE OF
STUDY

•Grand
To Evaluate the service qualities of
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)

State of the art Conference hall and banquet hall.
• •• CHANAKYA-2200 sqft,250 capacity
ASOKA -1500 sqft,150 capacity
KANSHIKA –the board room-25 capacity
• TERRSE-4500sqft-500-800 capacity

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

•SUPPLEMENTARY
ACCOMMODATION
SERVICES
• 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

• INTERACTION
• OBSERVATION
• QUESTIONARIES
SERVQUAL METHOD(PERCEPTIONS-
EXPECTATION)GAP-5
SERVICE QUALITY =f(gap)
OBSERVATIONS AND ANALYSIS
GAP-1(7)

• INADEQUATE
COMMUNICATION
UPWARD

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

• EMPHASIS
CUSTOMERS
ON INTERACTION WITH
GAP-2(4)
• COMPLAINS ARE TAKEN SERIOUSLY

•GAP-3(6)
GREAT AMOUNT OF TASK STANDADISATION

• CONFORMITY WITH MANAGEMENT
EXPECTATIONS.

• PROPER ROLE ANALYSIS.

• RIGHT MAN FOR RIGHT GOB

• SUPERVISORY CONTROL SYSTEM

• MOTIVATION & TEAM WORK
GAP-4(5)
• EXTERNAL COMMUNICATION
• ADVERTISING

• INTRENAL COMMUNICATION

• EDUCATION

• GOOD CO-ORDINATION BETWEEN DIFFERENT DEPARTMENT

• CUSTOMER AWARENESS
GAP-5
SERVQUAL METHOD(PERCEPTIONS-
EXPECTATIONS)

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

Assurance 7 5 -2

Reliability 8 4 -4
Responsiven 11 9 -2
ess
PROFIT AND GROWTH
•Customer loyalty
•Multiple
customers
visits by same

•Repeat purchase data
•Profit by referrals
•Growth

Potential is low
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.
Contd…
• Utilization

methods-
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
External service value

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

• Tangible 10

• Understanding 10
• Reliability 8

• Competency 7

• Security 12

• Courtesy 9

• Communication 14

• Credibility 5
• Responsiveness 11
Employee productivity
• Specialization-
knowledge
specialized skills and

• functional organization- fosters efficiency,
teamwork, and coordination
• Job description- job title, a brief statement
of duties and procedures, working conditions,
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

PROVIDING TRAVEL ALLOWANCE


RIGOROUS SELECTION PROCEDURES


EMPLOYEES DAY


INTENSIVE TRAINING


IMPROVES JOB DESIGN

• 1.Assistant manager of the reservations department
EMPLOYMENT SECURITY GUARANTEES

2. Reservations department manager
3. Rooms department manager
4. Resident manager
5. General manager
FIRMS LEADERSHIP
•experience
Vision-providing a preferred hospitality
by providing out of the way
unexpected services

•belongings
Caring-well being of guest and their
is given prime importance
•their
Fairness-employees are treated according to
performance
•with
Empowerment-employees are empowered
tools and authority to ensure the
expectations are exceeded of the guest
•Growth-commitment to manage change
creates opportunities for people and proceeds
to develop
Conclusion
•service.
Maintains consistent high quality product and

•quality
Training and development to raise the service
standard .
•communication
Training employees in interpersonal skills,
skills .
•develop
Constant feedback given to the employees to
the employees skill to treat well to the
customers.
• Constantly and visibly expressing managements
commitment to increase the service quality.
 
•employees.
Preset specific 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.