Draft a problem statement showing how poor service delivery is affecting the performance of the hospitality industry and employee can improve service delivery in a hotel like Kabira Country Club's IN one detailed paragraph with references

The hospitality industry, particularly hotels like Kabira Country Club, is significantly affected by poor service delivery, which is a critical determinant of customer satisfaction and loyalty, and ultimately, business performance (Kandampully, 2007). Poor service delivery, characterized by slow response times, lack of professionalism, and inadequate customer care, can lead to customer dissatisfaction, negative reviews, and a decline in repeat business, all of which can negatively impact the hotel's reputation and profitability (Heskett et al., 1997). To improve service delivery, employees can be trained in customer service skills, such as effective communication, problem-solving, and empathy. Additionally, implementing a robust feedback system can help identify areas of improvement and monitor progress. Furthermore, management can foster a customer-centric culture that values and rewards excellent service delivery (Lashley, 2008).

References:

• Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The service profit chain. New York: Free Press.
• Kandampully, J. (2007). Services Management: The New Paradigm in Hospitality. Pearson Education.
• Lashley, C. (2008). Studying hospitality: Beyond the envelope. International Journal of Culture, Tourism and Hospitality Research.