gap analysis hotel langham
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GAP ANALYSIS OF-Hotel Langham Place
(London)
By- Sohail KudusiService MarketingLecturer: Dr. Durgesh Batra
Introduction
• Langham Hospitality Group is a luxury hotels operator dating back to 1865, when The Langham, London originally opened as Europe's first 'Grand Hotel‘.
• Langham Hotels International is wholly owned by the Great Eagle Group, one of Hong Kong's leading property companies.
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10 June opening of The Langham, London.Europe’s first ‘Grand Hotel’
the hotel had gained a reputation for attracting the most cosmopolitan and fashionable visitors
installed a new device called a telephone. The
hotel was given the number 20809,with no less than twenty lines
The Langham was the scene of a party,given to celebrate the first non-
stop flight across the Atlantic by John Alcock
and Arthur Brown
The Langham’s bedrooms were not just places to
retire to but a place where the most seductive of
mattresses and pillows soothe you to sweet sleep
Haile Selassie became the second emperor-in-exile to
stay at The Langham
11 May The Langham planned an entire week of
festivities
The BBC(Baikal Business Center) bought the hotel from The
Langham Hotel Company and The BBC Club Restaurant and bar operated literally inside The
Langham
The hotel was earmarked for
restoration
HRH Diana,Princess of Wales,became a regular visitor
to the hotel,make The Langham a destination of
choice for fashionable London
operated Langham Place Hotel located in Mong Kok,Hong
Kong
Service Concept• Core Concept
Luxury
• Supporting Concept Romantic, Relaxing Atmosphere Convenience
Service Strategies• Better Training of staffs
Be familiar with their services
Customers’ Expectations
1. Desire level of service (what the customer wants)
2. Adequate level of service(What the customers are willing to
accept)
3. Predicted level of service(What the customers believe is most like to occur)
Service Blueprint
Service Blueprint
Service Gap Model
Expected Service – Perceived
Service Gap
• Confirmation• Disconfirmation
• +ve• -ve
When Promises Do Not Match
Delivery
• Misleading information
The Service Performance
Gap
• Reliability• Empathy
The Wrong Service Quality
Standard
Not knowing What
Customer Expect
• Previous experience
Research Commercial on website
Reservation Contact with the restaurant
Perceived service
Expected Service
Previous Experience
Word of Mouth
Service Gap ModelGap 5
Gap 1Gap 3
Gap 4
Service Gap Model
• Gap 1 Before we arrived the restaurant Previous Experience Misleading information
Service Gap Model
Food and Environment
Service
High Expectation
• Previous Experience
Service Gap Model
• Booking Misleading information
o Theme of the buffeto Pricing
Pushing Customers away Higher expected risk
Service Gap Model
• Gap 3 Reliability
o Timely deliveryo Accurate delivery
Empathyo Individualized attention
Service Gap Model• Order Taking
Not familiar with the menu Main course is not timely delivered Repeat our order to prevent error
Service Gap Model
• Personal Service Highly developed interpersonal service
o Collect plates immediately when away from table
o Responds to our needso Awareness to customers
Service Gap Model• Gap 4
Service Gap Model
• Environment Open kitchen is not operating Small area for dessert buffet
Thank You