Hotel Marketing: Hotel Service Quality
Introduction. Problem formulation. Methodology. The Customer Gap. The Knowledge Gap. The Policy Gap. The Delivery Gap. The Communication Gap. “Questionnaire for approving our quality! ”. Analysis. Customer Gap. Knowledge Gap. The policy Gap. The Delivery Gap. The communication Gap. Conclusion. References. Appendix.
The largest Nordic hotel company with a huge network of about 280 hotels is prioritizing customers and they are among the top rated,but what their struggles could be?
The hotel Scandic is prioritizing their customers. They create a loyalty program - Scandic Friends- the biggest program in the Nordics and they are constantly trying to develop and improve concepts for creating better experiences. They state that booking a hotel is not just about getting a room,the whole experience should start from getting know about the hotel,check-in by receptionist or through the websites,enjoying the music in the elevator,room preparation and equipment. They try to ensure that every department that the hotel offers represents the highest possible level of readiness and equipment to provide the customer with the highest experience, whether we are talking about welcome entrance, reception, pool service or much more what the hotel has to offer. (Scandic Hotel Group, Vision and Mission, 2020)
The main service of Scandic hotels company is to give their guests the best experience while staying at their hotels.
Like any other hotels, companies need to stay attractive for potential customers and try to offer a special experience which they can get only from them. The company needs to be progressive. Try to be better and improve in every segment of their business. How can they achieve this improvement?
How can they achieve continuous improvement in such a large competitive field?
How to make Scandic Hotel the first hotel to recommend?
How to make sure that you heard about us before the marketing will come?
How can they stay on the top rated hotels list?
Because of the huge competition on the market it's really important to constantly keep the qualities of service. Providers are forced to put the customers' needs in the first place because now its market is hard attached by choosy customers. They are looking for responsible prices, good quality and great service in one. The service providers need to update,innovate and constantly adapt to needs which consumers are looking for.
