Hilton London Metropole is the branch of Hilton which was is established in 1978 in Edgware Road, London. It is the multinational hotel brand with ranked four stars. In this hotel there are 1024 rooms including double and single. All rooms are full modernized with all facilities. The main purpose of the hotel is to provide the lodging and fooding in family and friendly environment with reasonable price. Beside lodging and fooding, there are other facilities such as breakfast restaurant, sports bar, swimming pool, gym club, internet café, lounge bar. (Source -Hilton hotel)
2. Process of raw to finished product
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Fig 2.1: Flow diagram from raw material to finished product
There are many quality control chart and management tools available to analyze the process involved. Fish bone diagram is one of the applied measurable tools.
Fish bone Diagram
According to Brussee (2004), Fish bone diagram is also known as cause-effect- diagram which is the tool for identifying and organizing the possible cause of a problem in the structured format. The main purpose of this diagram is to carry out the quality audit in Hilton hotel regarding the problems arises in the hotel by analyzing the input variables. It finds out the proper solution for the costumer satisfaction.
[Drawing] Management style Personal observation
Poor service quality
Poor working environment
Failure in strategic implementation Delay in delivery
Poor service quality Working Environment
Unreasonable price Training and Development
Unfriendly staff behaviors Facilities
Customer perception Employees performance
Fig 2.2: Fishbone model of Hilton hotel room service
3. Effectiveness and Efficiency:
The effectiveness and efficiency of the whole process is concluded in terms of quality, speed, dependability, flexibility and cost. From the flow diagram above, it can be observed that, there are quality gaps in quality of food, speed of delivery, staff behavior, price, customer service, and range of food and hotel environment. These factors are internal and external which could affects the reputation of hotel and are the main cause of customer dissatisfaction. These gaps decline the sales of the business which might ultimately results in economical crisis in company.
Fig 3.1 : GAPs model of service (By Zeithamal and Bitner, 1996)
According to GAPs model of service quality (Zeithamal and Bitner, 1996), consequently, the intangibility, inseparability and variability are special features of service which makes the attitude and behaviors of the employee critical for...