This study aims in distinguishing between the perception of the service quality level expected by the guests and the actual service provided by the front office department of a four star superior hotel in Malta

Abstract

This study attempts to identify and distinguish between the perception of the service quality level expected by the guests and the actual service provided by the front office department of a four star superior hotel in Malta. Interviews were used, to carry out this research with the input of the Management, the staff, the guests and holiday representatives at a four star superior hotel in Malta. The data was analysed using thematic analysis. Major themes were selected and based on the previous existing literature. Through the results and findings of the study the researcher managed to obtain and identify the gap which exists between the management and the guests. The researcher recommended remedial actions to mitigate the discrepancy or close the narrow gap identified, so as to improve the overall service quality offered at the four star superior hotel.