Managing Hospitality Operations - Essay Example | Topics and Well Written Essays - 3000 words

Managing Hospitality Operations - - Essay Example High-quality service results in customer satisfaction which in turn stimulates the intention to return, and encourages recommendations. Customer satisfaction also increases profitability, market share and return on investment (Shishavi, 2007). Every interaction in the hospitality sector is a service and interaction takes place at various levels. Service is dependent on various factors and each of these factors is individually and collectively responsible for efficient delivery of service. The employees, the managers, the technology and innovative ideas along and the consumers themselves can help meet the challenge of service delivery. The environment too has an impact on service quality and customer delight is used as a measure of customer satisfaction. Service quality perception has also been used a driver of customer retention. Hence, this paper will focus on the various factors responsible for service quality in the hospitality sector. It would first discuss SERVQUAL in the hospitality sector. Firms have to move from satisfaction to delight in order to obtain loyal customers and maintain profitable operations (Torres & Kline, 2006). â€Å"Customer delight involves going beyond satisfaction to delivering what can be best described as a pleasurable experience for the client† (Patterson cited by Torres & Kilne). This indicates that delight has a stronger emption and a different physiological state than satisfaction. Customer satisfaction is based on customer expectation whereas delight exceeds expectations. Customers can be delighted without being surprised. Delighted customers have greater appreciation for the firm and its services. Loss of a single customer can mean losses running into thousands and hence delight has been considered important to retain loyal customers. One loyal customer also translates into recommended customers. Customer delight can be used as a