First time in Sri Lanka, ‘Neil Armstrong’ on service quality management at MLH

The Management of Mount Lavinia Hotel had the opportunity to take part in a two hour discussion on ‘Service Quality Management’ on 19 July at MLH.

It was conducted by Dr. Jay Kandampully, who was here to conduct a programme on ‘Competing Through Services – Refocus Your Organisation’. He indeed helped and gave MLH guidelines to sculpt a clearer concept of exceptional service delivery.

Dr. Kandampully is an internationally recognised leader in the field of services management. Jay is a professor in services management and hospitality at the Ohio State University, USA. He also serves as a visiting professor at University of Innsbruck, Austria; Nanjing University of Science and Technology, China; Prince of Songkla University, Thailand; and University of Mauritius.

Jay is the Editor-in-Chief of the international journal, ‘Managing Service Quality,’ and serves on the editorial advisory board of 12 refereed international journals. He also serves as the services management columnist for the Columbus business periodical ‘Business First’.

He holds a PhD in service quality management, and an MBA, specialising in services marketing, both from the University of Exeter, England. His undergraduate degree was in Hotel Management from Salzburg, Austria and from the University College Birmingham, UK. His educational qualifications have been well supported by nine years managerial experience in Europe, India and in the USA. Additionally, he speaks six languages

“It was an eye opener for all of us and in this day and age we have to be on the edge and ahead of our competition to gain our portion of the pie,” said Anura Dewapura, General Manager of Mount Lavinia Hotel.

The seminar was held at Mount Lavinia Hotel on 20 July, mainly targeting for all managers and directors responsible for service delivery.