The customers are given preference while checking in about their breakfast or lunch option. To understand the logistics of the current operation there should be analysis of the areas of strength in the service delivery. The hotel management staff should have the required prerequisite to increase customer engagement. There should be a performance analysis to understand about the actual capacity of the hotel to handle the newer requirement. In this the operational issue that has been identified is that the people perception of the services has been reduced. There is a considerable gap and this should be understood using the SERQUAL model. This enables the hotel to understand the areas of improvement (Hoque, 2013). In the past there was a lot of issues in servicing the customers for breakfast. There was a considerable gap in the services provided and the expectation of the consumer. The main operational issues in the past was meeting of the consumer expectations. The people were not serviced according to their expectation. This had led to a lot of consumer complaints about the services that were rendered. In the current times even though the hotel will have the required capacity to handle the lunch and breakfast, there is a need to handle the consumer complaints about the services rendered by the company. It is important to handle the consumer requirements about the quality and perception.
It has been deduced that the main operational issue that the hotel might face is the handling of the consumer complaints regarding the quality of services that has been rendered to the people.
To increase positive views of the consumer perception the SERQUAL model can be used. The SERQUAL model depends on five dimensions. In the first dimension the tangible aspects of the physical facilities are analysed. In the second dimension the reliability is focused. The third dimension emphasizes on the responsiveness of the staff. The fourth dimension is providing assurance to the personal and the fifth dimension explains about the personal experience (Mauri, 2013).
Expectation-conformation theory is a part of the SERQUAL model that tries to develop a service quality that meets the expectation of the consumers (Mauri, 2013). The expectancy theory is the motivational theory that explains about the ways in which the individuals will make decisions based on the symbolization.
It is imperative for the hotel industry to provide quality services and meet customer expectation. There should be consistency and repeatability of the services to determine the service quality level of the company.