QUALS

• THE SCOPE OF HOSPITALITY AND TOURISM INCLUDES:

  1. Travel and Tourism
  2. . Lodging
  3. Assembly and Event Management
  4. Restaurants and Managed Services
  5. Recreation
• • FRONT OF THE HOUSE
  • The first to usually seen at the hotel EX: Doorman Security Guard Front Desk Concierge
• • BACK OF THE HOUSE
  • Not usually seen but plays a important role in the hotel EX: House Keeping Maintenance Kitchen
• MOMENT OF TRUTH

  • The interaction of the workers and guests. - This will also break the experience of the guest. EX: The first impression of the guest
• QUALITY

  • means consistently providing goods and services to guests that meet or exceed expectations in the tourism and hospitality business.
• ISO - INTERNATIONAL ORGANIZATION OF STANDARDLIZATION
• 8 DIMENSIONS OF QUALITY

  • PERFORMANCE
  • REABILITY
  • DURABILITY
  • SERVICEABILITY
  • AESTHETIC
  • FEATURES
  • PERCEIVED QUALITY
  • CONFORMANCE TO STANDARDS
• Performance

  • Is the product or service performing as expected within the specified tolerance.
• Reliability

  • Will the product or operate as expected regularly
• Durability

  • How long will the product survive or function, and under what circumstances.
• Serviceability

  • Is it reasonably simple to maintain and repair the product
• Aesthetic

  • End users value the appearance of a product
• Features

  • Is the product or service equipped with all the features that needed for its intended use
• Perceived Quality

  • Reality is based on the perception
• Conformance to Standards

  • Is the product or service up to par with the requirements, is it performing as expected if it wad designed based on a performance specification.
• Service is intangible
• Products are perishable
• GOODS

   

  •  TANGIBLE

  •  STANDARDIZED

  •  PRODUCTION SEPARATE FROM CONSUMPTION

  •  NON-PERISHABLE
• SERVICES

   

  •  INTANGIBLE

  •  HETEROGENOUS - depends on employee and costumers action

  •  STIMULATION PRODUCTION AND CONSUMPTION

  •  PEROSHABLE
• Three (3) aspects of service according to: Horst Schulze
• Service should be defect free
• Service should be timely
• People should care
• 1O PRINCIPLES OF QUALITY (10 C'S)

  • COMMITMENT
  • CULTURE
  • CONTINUOUS IMPROVEMENT
  • COOPERATION
  • COSTUMER FOCUS
  • CONTROL
  • CROSS FUNCTIONAL
  • COST ANALYSIS
  • CHANGE
  • CONCEPT OF TEAM SYNERGY
•  Commitment

  • Total commitment is required if a quality service management culture is to be created. 
• CULTURE - To alter culture and attitudes, training is essential. negative attitude must be addressed to promote individual contributions and make quality awareness a regular aspect of everyone's work.
• Continuous improvement 

  • Quality service management should be seen as a “continuous process” it is not as “one shot” program. 
•  Cooperation

  •  Employee participation and collaboration should be sought in the creation of improvement initiatives
• • Employee Involvement refers to the fact that every employee is engaged in the company’s day-to-day operations and plays an active role 
• Employee Empowerment - refers to the recognition by workers and management that there are many barriers to attaining organizational objectives
• External customers (those who get the end product or service) and
• Internal customers (those who receive and provide products, services, or information) should be prioritized

   
• Control

   – Documentation, processes, and current best practices are required for quality service management solutions to work appropriately.
•  Cross Functional

  • Call the service management is a total system approach in the hospitality and tourism industry, not a separate area or program.
• Cost Analysis

   - Rather than allowing defects to occur and then inspecting and rectifying them, quality service management aims to design and build quality into the hospitality and tourism product.
• Change

   - Origination of success is dependent on learning and adapting to constant change.
• Concept of Team Synergy

  • Using the synergy of teams to solve the issues and challenges of continuous improvement is successful strategy.
• 5 DIMENSIONS OF SERVICE QUALITY

  • TANGIBLES
  • RELIABILITY
  • RESPONSIVENESS
  • ASSURANCE
  • EMPATHY
• Tangibles : Physical facilities, equipment, and appearance of employees
• Reliability : Ability to perform the required service dependably and accurately