Attachments

Table of Contents

ACKNOWLEDGEMENTSii
EXECUTIVE SUMMARYiii
1.0 INTRODUCTION1
2.0 SERVICE fibre MANAGEMENT AT THE ROYAL COURT HOTEL2
2.1 PROFILE OF THE HOTEL2
2.2 area OF THE HOTELS ACTIVITIES2
2.3 THE CONCEPT OF SERVICE fictional character MANAGEMENT4
2.3.1 DETERMINANTS OF SERVQUAL.5
2.4 SERVICE QUALITY MANAGEMENT AT ROYAL COURT HOTEL.5
2.5 CUSTOMER intuition OF SERVICE QUALITY.10
2.6 PERSONAL EVALUATION OF THE ATTACHMENT11
2.7 CRITICAL abbreviation ON THE RELEVANCE OF THEORY TO PRACTICE13
2.8 MY MEMORABLE INCIDENT.14
2.8.1 LESSONS LEARNT FROM THE INCIDENT.15
3.0 determination16
4.0 RECOMMENDATIONS17
5.0 REFERENCES18
6.0 APENDICES19

ACKNOWLEDGEMENTS
First and foremost, I acknowledge the Almighty for granting me good health and the ability to carry out my field attachment.
I would bleed my sincere gratitude to my family for all the moral and financial support they embraced passim my attachment period.
I would also like to acknowledge the concern and staff of Royal Court Hotel who were always willing to take care where possible and fashioning my attachment a success.




Finally, I handle to appreciate the Hotel and Hospitality department of Moi University for providing a workable guideline that proved to be of great assistance in making the whole attachment session.

EXECUTIVE SUMMARY
This attachment report consists of the visibility of Royal Court Hotel, i.e. when it was initiated, where its located, etc. It also covers the ambit of its activities of accommodation, restaurants, outside catering, conferencing facilities, business centre, its casino as well as its gym and health club.
It discusses in depth on the dish out lineament concept and how it is perceived at the hotel. Service quality is one of the fundamental tools for customer satisfaction and it can be measured using the SERVQUAL tool. This tool measures service quality using the following dimensions: tangibility, reliability, responsiveness, empathy, and assurance.
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