To sustain in today’s hospitality industry, it is mandatory to please the customers, satisfy the needs of the customers and always ensure that excellent services are given to the customer. Any hotel will be phased out if it cannot meet the changing needs of the consumers. It is mandatory for the hotels and the hotel managers to basically keep themselves and their services updated according to the different trends in customer needs. It is important to gain the patronage of the customers in order to maintain loyal customers (Schneider, & Bowen, 2010).
The hospitality industry is a rapidly growing industry in the United Kingdom (Davis and Bernard, 2013). However as with any growing industry, the hotel industry also faces problems of competition. Given this context it is necessary for the hotel industry to address service quality issues that customers might face and find out how by addressing these service quality issues, the hotel could become more competitive. Increased customer satisfaction will lead to a continued patronage of the consumers and also the brand name and the reputation of the hotel increases (Samen, Amjad 2011). Antony et al (2004) research indicates the connection between customer satisfaction and profit margins. A study was undertaken to understand the inherent nature and the dynamics of the customers and the hotel management in the UK hotel chains. It was found from this study that when the needs of the consumers are heard and met by the hotel. The implicit service quality rendered by the hotels in increased. This leads to the development of the hotel. This intangible asset actually aids in the growth of the hotels. This leads to the hotels increasing profit margins. There is a direct correlation between business economic performance and the services rendered by the hotel (Antony et al, 2004).