Global Environment

In today`s changing global environment, the hotel industry is more competitive than ever before, so hotels have to find beneficial ways to reach an advantageous position than other competitors. "One strategy that has been related to success is the delivery of high service quality, especially during times of intensive competition both domestically and internationally" (White, 1999, p. 136). This essay will explore the concept of service quality in hotels, by defining and critically examining definitions of the concept, explaining why it is perceived an effective philosophy and why it is important, how it can influence the guest`s perception of quality, and how it is delivered in the hotel departments of Front Office and housekeeping. Examples of this concept will be applied to the Accor Hotels.

Understanding service and quality is essential before defining service quality. Hayes, Ninemeier and Miller (2012, p. 45) identified that guest service means the process of helping guests by addressing their wants and needs with respect and dignity and in a timely manner. Besides, Harris (2007, p. 5) explored customers expect the service that they think is appropriate for the level of purchase that they are making. In terms of service, quality is the request of good service. Thus the conception of quality will be discussed now.

"Quality means the consistent delivery of products and services according to expected standards" (Hayes, Ninemeier & Miller, 2012, p. 45). In addition, Albrecht (1992, p. 71) explained that quality is a measure of the extent to which a thing or experience meets a need, solves a problem, or adds value for someone. So the information above identified the concept of service and quality to help explore the definition of service quality.