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)

•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

GALLERYGALLERY

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)

•ACCOMMODATIONSUPPLEMENTARY 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

•QUESTIONARIESSERVQUAL METHOD(PERCEPTIONS-

EXPECTATION)GAP-5SERVICE QUALITY =f(gap)

OBSERVATIONS AND ANALYSISGAP-1(7)

•INADEQUATE UPWARD COMMUNICATION

•MORE LEVELS OF MANAGEMENT

•INFORMED CUSTOMER

• BILLING

• COMMUNICATION

• EMPHASIS ON INTERACTION WITH CUSTOMERS

GAP-2(4)

•COMPLAINS ARE TAKEN SERIOUSLY

•GREAT AMOUNT OF TASK STANDADISATION

GAP-3(6)

•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-5SERVQUAL METHOD(PERCEPTIONS-

EXPECTATIONS)

Dimensions

Expectation(SERVEXPscale)

Perception(SERVPERC scale)

SERVQUALgap=Perception-Expectation

Assurance

7 5 -2

Reliability 8 4 -4

Responsiveness

11 9 -2

Tangible 10 7 -3

Empathy 3 1 -2

TotalSERVQUAL gap

7.8 5.2 -2.6

PROFIT AND GROWTH

•Customer loyalty•Multiple visits by same

customers

•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

• steps are taken to ensure the complaints 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- specialized skills and knowledge

•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

•EMPLOYMENT SECURITY GUARANTEES1.Assistant manager of the reservations

department2. Reservations department manager3. Rooms department manager4. Resident manager5. General manager

FIRMS LEADERSHIP•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 are treated according to their performance

•Empowerment-employees are empowered with 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•Maintains consistent high quality product and

service.

•Training and development to raise the service quality standard .

•Training employees in interpersonal skills, communication skills .

• Constant feedback given to the employees to develop the employees skill to treat well to the customers.

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

 

•Preset specific service quality goals to the employees.

Recommendations:1.Some measure should be taken to reduce the

communication gap.2.Carefully choosing the personnel's who

interact with the customers3.More robust database development4.Emphasis on standardisation5.Diversity management should be given

importance6.More flexibility in the management system7.Globally oriented mindset8.Focus on Growth potential 9.Management levels should be reduced10.Emphasis on clear billing facilitiesand

payment facilities.