The document summarizes a service audit conducted at The Grand Residency hotel. It provides details about the hotel's facilities, services offered, service encounters, research methodology used, gaps identified in service quality, strategies to enhance employee loyalty, and recommendations. The key gaps identified relate to communication gaps between management and frontline staff, complaints handling, standardization, and external communication. Recommendations include reducing communication gaps, choosing customer-facing staff carefully, emphasizing standardization, and focusing on growth potential.

1. SERVICE AUDIT THE GRAND RESIDENCY Binayak Mahapatra(11) Sabyasachi Rout(38) Trideep sahu(57 )

2. Agenda

5. GALLERY GALLERY

6. ORGANISATIONAL STRUCTURES OWNER G.M. SUPERVISIOR(6) OTHER EMPLOYESS(30)

22. SERVICE PROFIT CHAIN FOLLOWED BY THE HOTEL