MEANING OF QUALITY ASSURANCE AND AN OVERVIEW OF THE ROLE OF EMPLOYEES

Question 1

WHAT IS QUALITY ASSURANCE ?

Answer 1

Establishments providing the same standard of quality in a hospitality everytime. Customers look for a standard of quality and consistency in both product and services.

Quality assurance systems set a benchmark irrespective of where or when → thus standardising and providing consistent uniformity

Through regular observation, monitoring and feedback is the only way to ensure quality assurance systems are successful

Question 2

WHAT ARE GENERAL STRATEGIES FOR QUALITY ASSURANCE?

Answer 2

• Gain consistent feedback → eg asking customers to complete forms, offering discounts for feedback
• Types of equipment used eg patty cutter → ensuring all the burgers are cut to the same standard, ensuring uniformity
• Staff members at the pass checking food → checks and controls are the strategies that a business needs to ensure standards are being met
• Having example photos at the pass to compare food
• Having an image of the meal when preparing eg chicken schnitzel, where the garnishes go → ensures quality of product and services

Question 3

WHAT ARE THE CONSEQUENCES OF POOR QUALITY ASSURANCE?

Answer 3

If quality expectations aren’t met, patronage will fall and the revenue base of the establishment will be lost

Complaints will be made, thus meaning the product may need to be remade and service reevaluated or improved → possibly leading to damage of terms of poor word of mouth

Question 4

WHAT ARE STRATEGIES BY EMPLOYEES FOR QUALITY ASSURANCE SYSTEMS?

Answer 4

For example, establishments washing or providing a laundry services for employees uniforms → ensures all are well groomers which is apart of a quality assurance system

For example, a housekeeper having different photos of the configuration of different rooms. Such as a room with a bed pushed together. Ensures consistency and uniformity throughout the whole department.

For example, in the housekeeping the department they may offer guests to choose the specific time of their turndown service eg between 11am and 9pm → additionally, may choose when they want their rooms to be cleaned → empty bins, replenish mini bar, make beds, how often sheets get changed → ensures that guests are looked after throughout their stay

For example, having a standard recipe card for all dishes to ensure consistency of the meals overall success despite the chef