Module 1: Quality in the Tourism & Hospitality Industries Flashcards
→ inclusion of all areas of the business and all staff
→ principle of staff briefing
Total
→ inclusion of all areas of the business and all staff
→ principle of staff briefing
Total
→ responsibility of the top management as regards systematic quality development and assurance
→ principle of management responsibility
Management
— integrates all functions and processes within an organization to improve quality of goods and services
— people-focused management system
— focus on increasing customer satisfaction and reducing costs
— stresses learning from and adaptation to change based on the scientific method (based on statistical data)
— how to describe TQM: continuous improvement
Total Quality Management
— important in the tourism and hospitality industries as the outcomes are highly visible
→ TM and HM industries based on service and the employees within the industries must be highly skilled and educated
→ if these 2 requirements are fulfilled, customer satisfaction and profits will be at high level
Importance of Total Quality Management
— consistent delivery of products and guest services according to expected standards
→ guests are willing to pay more when they visit hospitality properties
→ hospitality business can manage successfully to retain its guest (value creation)
Definition of Quality in Hospitality
— the quality of service, as perceived by the customer, is the result of a comparison between the expectations of the customer and his/her real-life experiences
— expected quality → making the promise
— experience quality → keeping the promise
— outcome/technical quality → the “what”
— process/functional quality → the “how”
— SERVICE RECOVERY is important
→ how to handle complaints, etc.
Perceived Service Quality Model
1) Consider the guest being served
2) Determine what the guests desire
3) Develop procedures to deliver what guests want
4) Train and empower staff
5) Implemented the revised system
6) Evaluate and modify service delivery system
Quality Build-up in the Hospitality Context
— Know your market
→ by using marketing tactics
→ by recognizing that basic service expectations are integral to the guests’ experiences
Consider the guest being served
— by “manage by walking around” during check-in, check-out, at the restaurant, etc.
— by online questionnaires or comment cards
— by asking the hotel’s employees
Determine what the guests desire
— through the 2 of the best ways to make procedures guest friendly: Benchmark and Cross-Functional Teams
Develop procedures to deliver what guests want
→ process of understanding exactly how your property does something and determining how it is done by your customers
→ not entirely the solution, but it guides you to the solution
→ example: Net Promoter Score (NPS) is used to measure customer satisfaction
Develop procedures to deliver what guests want: BENCHMARK
→ made up of staff members from each area in the hotel who meet and consider ways to improve work methods
→ cross training leads to cross functional teams
— cross training allows an employee from a different team experience and learn in a different department to get a better grasp and understand to improve services
Develop procedures to deliver what guests want: CROSS-FUNCTIONAL TEAMS
— training, involving, and empowering employees provides opportunity for continuous process improvement
Train and empower staff
— revised procedures shall be implemented across departments, top-to-bottom
— from old ways of doing things, move to a new way of doing things
Implemented the revised system
