As more people travel on leisure and business across Australia, the demand for high-quality tourism and hospitality service businesses is also on the rise (Mok, Sparks & Kadampully 2013). This results in a large number of entrepreneurs investing heavily on developing hospitality service businesses to cater to the rising demand of travels across Australia. But simply investing on the infrastructure does not guarantee success and hospitality businesses must consider delivering high-quality services at competitive rates so as to attract customers and generate the highest revenue. To achieve this hospitality business will need to focus on three main areas namely customer expectations, service management and delivery and monitoring and adjustment of existing services (Horner & Swarbrook 2016). These will assist the business to identify customer expectations which can be used to manage and deliver on customer exception as well as monitor and adapt to new trends which will ensure the business retains its competitive edge in the industry.
To deliver high-quality customer services it is essential that the hospitality business first undertakes a customer expectation audit to determine consumer expectations. The audit will help the business understand customer expectation as well as evaluate the services being delivered by competitors (Allen 2006). This information can then be used to assist the business to develop an effective service delivery plan which addresses all aspects linked to the business. Data collected from the audit will help the business develop a competitive advantage among its competitors by identifying the services they deliver allowing the business deliver better services than their competitors. Data collection can be done using the internet, field surveys and practical visits of the chosen location as well as competitors and customers with the objective of collecting data which can be used to develop the service delivery plan (Edosomwan 1995). It’s critical to collect data related to customer expectation, staffing requirements, and needs as well as legal policies and procedures linked to the specific hospitality industry which will also influence the services delivered by the business to its customers.
On competition of the quality service delivery audit, the hospitality business will need to evaluate the customer expectation and consider their budget to determine services which can be delivered (Wagen & Goonetilleke 2015). It’s important to understand that it may not be possible to deliver on every customer expectations thus it's essential to break down the customer quality expectation into primary and secondary expectation and focus on delivering the primary quality expectations before turning to secondary needs. The quality service delivery plan should be approached in the same way be the deal without daily household needs whereby basic needs such as cleanliness, hygiene, good food, accessibility room service and security are delivered at affordable rates. Only after basic requirements have been delivered a hospitality business consider offering secondary requirement which can also be classified as luxury services which may be demanded by a smaller proportion of customers. It’s important to focus on basic service quality expectation delivery since the majority of travelers are middle-income earners who prefer budget hospitality services. This makes it essential that the business delivers on high-quality basic needs for to tap into this market before considering targeting the higher income groups who also have luxury service expectations (Lamb, Hair & McDaniel 2008).
Like most other businesses today the hospitality industry is also constantly evolving and customers’ expectations are constantly increasing. This makes it important that the hospitality business also constantly monitor customer expectation and services being delivered by competitors so as to make adjustments that meet consumer and market demands (Aubrey 2014). This is also known as innovation in most other industries whereby a dedicated team is associated to researching on the latest development in the field which can be used to improve service delivery. This also ensures the businesses sustainability and allows the business to retain its competitive edge and its customers who will build a trust with the businesses ability to deliver the best quality services in the industry. Failing to monitor competitors and major adjustment as per the customer and market trends will result in losing customer confidence resulting in major reductions in revenue generation and profits. This makes constant monitoring and adjustments to service quality delivery an important requirement that each hospitality business must maintain so as to ensure sustainable growth and development in the industry. Industry monitoring is best achieved by utilizing a wide array of tools which both digital as well as the manual which can help deliver the business analysis from the different aspect and also help identify important requirements the business may need to consider so as to remain competitive (Dwyer & HopWood 2011). Digital communication is also an effective tool used in monitoring and industry as it can help gather consumer expectations from global perspective thus allowing the business make adjustments targeting the global consumer expectation as opposed to only focusing on the Australian consumer. This will allow for the business to deliver international hospitality standard which is vital towards delivering an advanced competitive edge among consumers.
The hospitality and travel industry caters to people who are looking for high-quality service quality delivery due to them expecting a change and above normal daily life needs. This makes it critical for business in the industry to deliver high-quality services to as to develop and retain consumer confidence. For that business offering hotel and boarding services, the challenges are even higher due to there being multiple hygiene related aspects which need to be considered as opposed to businesses catering to food and cuisine. Either way success and only be achieved and retained by performing constant research in the industry which will help gather consumer and competitor quality expectations and delivery thus allow the business deliver better quality as opposed to its competitors which are likely to help attract more customer and boost revenue generation.
Allen, M 2006, How To Develop & Maintain Quality, Lotus Press, New Delhi.
Aubrey, K 2014, Manage Quality Customer Service Workbook, Software Publications Pty, Limited.
Dwyer, J & HopWood, N 2011, Management Strategies & Skills, Tata McGraw-Hill Education.
Edosomwan, J 1995, Integrating Productivity and Quality Management, Second Edition, 2nd edn, CRC Press, New York.
Horner, S & Swarbrook, J 2016, Consumer Behaviour in Tourism, 3rd edn, Routledge, New York.
Lamb, C, Hair, J & McDaniel, C 2008, Essentials of Marketing, Cengage Learning, Mason.
Mok, C, Sparks, B & Kadampully, J 2013, Service Quality Management in Hospitality, Tourism, and Leisure, Routledge, Oxon.
Wagen, L & Goonetilleke, A 2015, Hospitality Management, Strategy and Operations, Pearson Higher Education AU, Frenchs Forest.
To export a reference to this article please select a referencing stye below:
My Assignment Help. (2018). Manage Quality Customer Service Tourism Australia. Retrieved from https://myassignmenthelp.com/free-samples/manage-quality-customer-service-tourism-australia.
"Manage Quality Customer Service Tourism Australia." My Assignment Help, 2018, https://myassignmenthelp.com/free-samples/manage-quality-customer-service-tourism-australia.
My Assignment Help (2018) Manage Quality Customer Service Tourism Australia [Online]. Available from: https://myassignmenthelp.com/free-samples/manage-quality-customer-service-tourism-australia
[Accessed 26 February 2021].
My Assignment Help. 'Manage Quality Customer Service Tourism Australia' (My Assignment Help, 2018) <https://myassignmenthelp.com/free-samples/manage-quality-customer-service-tourism-australia> accessed 26 February 2021.
My Assignment Help. Manage Quality Customer Service Tourism Australia [Internet]. My Assignment Help. 2018 [cited 26 February 2021]. Available from: https://myassignmenthelp.com/free-samples/manage-quality-customer-service-tourism-australia.
MyAssignmenthelp.com has become one of the leading assignment help provider in New York City and Boston. We provide top class auditing assignment help. Not only auditing, but we also cover more than 100 subjects and our writers deal with all types of assignments with utmost expertise. To make writing process faster and accurate, we have segmented our assignment experts' teams as per their expertise on writing different types of assignments. We guaranteed that students who buy our assignment online get solutions worth their investment.
Answer Applying Ethical Theory Introduction The discussion will be made on University of Arizona by focusing on the ethical implications that can help to gather the data in context to the students for the overall research. The risks are also related with the ethical principles that help to maintain the risk related with the cyber-attacks. The University of Arizona has given Cat Cards to the students as it can help the students to enter into ...
Read MoreAnswer Strategic Information System Part 1- External Analysis Overview of Woolworths Woolworths Supermarket is Australian grocery store which is being owned by Woolworths limited. The company was founded in the year 1924 which has taken over more than 80% of the Australian market (Woolworths.com.au. 2018). The company mostly specialises in various kinds of groceries along with selling magazines and health and beauty care products. Woolworth...
Read MoreAnswer a) Synthesis Matrix My research topic/question: _Application of IoT in Farming Kamilaris Ryu Bandyopadhyay Aazam Benefits of IoT in Farming All IoT devices including sensors and controllers have to be connected with the &Cube, and then the &Cube could register them into the Mobius through the REST APIs (p. 447) all the interfaces used in the smartphone application are REST APIs p...
Read MoreAnswer Sustainable Business Management Part A: Description of the organization The Moose Creative Management Pvt. Lid., popularly known as moose toys is referred to an Australian owned toy design, development as well as distribution company which was founded in the year 1985. Moose products are sold in more than 85 countries and the company is currently considered to be the fifth largest toy manufacturer of Australia and fourth largest in t...
Read MoreAnswer: Reasons for Company’s Launch Despite Limited Supply The Microvision technological company went ahead with launching the product despite having extremely limited supply due to the following reasons: The Company’s chief executive officer Alexander Tokman was subjected to a lot of pressure from the shareholders of the company with high expectations from the company for example been awarded exclusive offers. In order to meet t...
Read MoreJust share requirement and get customized Solution.
Orders
Overall Rating
Experts
Our writers make sure that all orders are submitted, prior to the deadline.
Using reliable plagiarism detection software, Turnitin.com.We only provide customized 100 percent original papers.
Feel free to contact our assignment writing services any time via phone, email or live chat. If you are unable to calculate word count online, ask our customer executives.
Our writers can provide you professional writing assistance on any subject at any level.
Our best price guarantee ensures that the features we offer cannot be matched by any of the competitors.
Get all your documents checked for plagiarism or duplicacy with us.
Get different kinds of essays typed in minutes with clicks.
Calculate your semester grades and cumulative GPa with our GPA Calculator.
Balance any chemical equation in minutes just by entering the formula.
Calculate the number of words and number of pages of all your academic documents.
Our Mission Client Satisfaction
Writers were very helpful and followed my instructions. Similarity report was less than 3% which got me more points.
Australia
THANK YOU! For being extremely patient with me as we had to keep revising the paper but in the end it came out perfect!
Australia
Fabulous work! Love the communication and the writer\'s high expectations! Received the essay in plenty of time to review it and turn it in.
Australia
I really appreciate from your expert team, they did a very good job and I got very good grade.
Australia