Jolie Ville Kings Island, Luxor Sq
JOLIE VILLE KINGS ISLAND, LUXOR “SQ”
CRITERIA ASSESSMENT
OBJECTIVE:
To recognize and measure the Mystery Guest’s perception of each Jolie Ville Kings Island, Luxor’s service criteria. To determine the criteria weakness & strengths.
SOURCE:
The Resort’s Guest responses, and the Mystery Shoppers Assessments.
( MR. Heinz Gellenberg, MR. Rene Balin)
Statistical method & tools:
Based on the Eight criteria of “Service Quality” excellence, as identified by the group at the various testing stages. Cross tabulation, analytic tools were utilized. Data qualitative, quantitative measurements were applied.
STUDY’S BASE:
The three Interviewed Guests’ (families) perception of Jolie Ville Kings Island, Luxor each individual “Service Quality” criteria. The Guest Defined the service Criteria as follow:
- Speed of service. / - Attentiveness.- Friendliness. / - Efficiency.
- Smiling. / - Tactfulness.
- Hospitality (feel welcome). / - Use of name.
FINDING ONE
POSITIVE RATING OUTCOME (RANKING)
The Guest’s perception of the Jolie Ville Kings Island, Luxor service quality Criteria, Based on the positive rating (strongly agree + agree).
Out come in as follow.
100% of the group agreed that Friendliness meets theirexpectations.
100% of the group agreed that Speed of Servicemeets their expectations
100 % of the group agreed that Smiling meets their expectations
.
INTERPRETATION:
- The Friendiness, Speed of Service and Smiling ranked the highest positively perceived..
FINDING TWO
NEGATIVE RATING OUTCOME (RANK)
The Mystery Shopper perception of the Jolie Ville Kings Island, Luxor’s Service Quality Criteria, based on the negative rating (disagree + strongly disagree).
The outcome is as follow:
-50% of the group disagreed that AttendivenessTactfulness meets their expectation.- 100 % of the group disagreed that Overall Quality ServiceandUse of Name meets their expectation.
See page 7 -8
INTERPRETATION:
Overall Quality Service and Use of Name were the highest, negatively perceived at 100%. It is consistent with the prior finding, in spite of the Neutral (unaccountable) responses.
- Attendiveness and Tactfulness were also, the lowest negatively perceived at 50 %.
- The other Criteria are in the 50 % to the averages.
FINDING THREE
Score for Guest’s overall, total attitude
Based on the variance between the positive outcome (in finding # 1) less the negative outcome (in finding # 2), for each of the eight “Q of S.” criteria’s. The score of the overall attitude towards Quality of Service Criteria were determined at the Jolie Ville Kings Island, Luxor.
Identifying the level of weakness for each criteria (weakest to the least weak), On a scale from 1 – 100 points, one hundred is the highest /excellent quality.
Score of total attitude:
CRITERIA POSITION
/ SCORE (POINTS)(Weakest to the least weak)
1 –Use of Name. / 0
2 – Speed of Service- Efficiency – Smiling. / 75 + 37 + 75(each)
3 –Tactfulness (polite, diplomatic sensitivity to guest needs sincerity).– Hospitable(FeelWelcome). / 37 + 50 (each)
4 – Friendliness. / 75
5 – Attentiveness / 37
INTERPRETATION:
-Use of guest name scored the weakest at 0 % out of all overall Criteria.
-Attentiveness, Tactfulness and Efficiency scored at 37% of average points out of all overall Criteria.
-Hospitable scored at 50 % out of all overall Criteria.
-The highest ratings are Speed of Service, Smiling and Friendliness at 75% out of all Criteria
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CONCLUSION
The majority of the Criteria (Attentiveness Tactfulness and Efficiency), stands in the lower 37% of excellence.
Hospitable stands at extreme 50%. While friendliness, Speed of Service and Smiling is at 75 %
The Use of guest Name is at lower 0 points of excellence.
The study’s final hypothesis, reflect inconsistency in the Overall Quality Service Criteria (performed by the staff). In other words some team members are delivering / satisfying the Market, “SQ” expectation, but the majority are not.
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JOLIE VILLE KINGS ISLAND, LUXOR