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Improving the service quality

As a part of the writer?s traineeship in the Golden Tulip Hotel. Rpe. Netherlands the
writer has written this thesis. It is very important to know how to improve service
qualitv. because it is a very- crucial issue especially for the restaurant and hotel.
In this research qualitative methods have been conducted, and the qualitative research
itself will consist of three things. The first one is having an interview with the F & B
Manager of the restaurant and also with the workers in order to get some of their
opinion about improving the service quality. Secondly is from the writer?s
experience while the writer participated on the day to day operation and observed
some things that need to be improved. And the last thing is the literature review in
order to give information about service quality and other things that have some
connections and also to answer some of the research questions. By answering the
research questions and the usage of those literature reviews, it will give a very strong
foundation for me to continue this research.
The next part of this thesis is to answer the rest of the research questions, which has
the purpose to increase the service quality for either the individual guests or the
conference guests because both of them are very important for either the restaurant or
the hotel
After analyzing the collected information either from the writer's interview or the
writer observation, it was clear that there are certain thins in the restaurant that can be
improved First of all. the management has to be aware about the perceived quality by
all the guests, which always changes or adds up from time to time. Because the guests tend to judge the service quality according to their criteria, preferences, or
expectation for better services Secondly, it also important during the personnel
selection, because they are the direct service providers, and as a result they need to
have a high awareness of what the guests expect from the service. Furthermore, the
head of department and the supervisors should check the staffs performance more
frequently and individually.
In general, the staffs are satisfied with their performances. But there is always a spot
for some improvements and corrections In my recommendation, there are some
possibilities for improving the overall services of the restaurant.