Free Management Dissertations - Improving The Quality Service At The Morcaster House Hotel: A Critical
Improving the quality service at the Morcaster House Hotel: a critical analysis of Guests Questionnaires Report prepared for Ms McTavish
Executive Summary
This report was interested in understanding guest’s view of the Morcaster House Hotel to further enhance the quality of service provided. The results revealed that although the majority of respondents felt positive about the hotel, there were also guests which were not entirely satisfied with their stay at the Hotel. A high proportion of respondents would not recommend this hotel to friends, and also felt that there was little to do in the area while staying at the hotel. The average number of nights spent at the hotel varied between 7.5 for pleasure guests and 2.5 for business guests. Area of the business in need of attention would include room cleanliness, just under half of respondents felt that rooms were not kept tidy and clean in all occasions. Having said this, it was later noticed that, this question might hold unreliable data as it is not clear to the reader and includes two questions in one.
Recommendations were made as to how in future research improvements could be made to the design of the questionnaire to gain more from the research process.
Contents
1.0Findings4
1.1Hotel facilities4
2.0Sample gathering critics5
2.1Recommendations for future research5
3.0 Important notes and conclusion 6
Appendix 17
Appendix 28-9
Bibliography10
1.0 Findings
This part of the report will focus on various associations that were found between answers to different questions while interpreting guest’s questionnaires. The analysis of the questionnaires was represented by pleasure and business guests, which for the purpose of this task have been coded accordingly as Population 1 and Population 2. Each question was later analysed and compared to other questions posed to the customers. For continuous success and enhanced quality service it will be important that action is taken based on the following considerations made in this report. For reference purposes, a Data Summary Sheet, outlining the responses to each individual question has been provided and shown in Appendix 1.
1.1 Hotel facilities
While analysing questionnaires it became clear that some areas of the business could be improved on. The cleanliness of the rooms, meals times, city entertainment as well as staff attitude towards customers were all compared and contrasted based on the population type.
The results revealed that the mean of Population 1, shown in Table 1.1 in Appendix 2, felt that the rooms were not cleaned and tidy at all times; while the majority of Population 2 felt that they were. Just under half of the overall population were negative about the room cleanliness leading to make recommendations for future action.
Out of 64 questionnaires, 17 respondents felt that the meal times were not acceptable.
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