Quality Services For Hospitality
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Quality Services for Hospitality Presented by Mr. Shantanu Bhattacharjee Deputy General Manager
09/26/09
The Hospitality 09/26/09
Concept and Developing Quality Service in Hospitality • What is hospitality The outer primary interacting element is that of the social relationship fostered by warm, friendly, welcoming, courteous, open, generous behaviour of the host creating the hospitable, social, environment. Presented by Deputy General Manager-Sitara
09/26/09
Concept and Developing Quality Service in Hospitality This promote positive feeling of security & comfort, created by physical structure, design, décor and location of the facility. The provision of accommodation e.g. facility to sleep, relax, together with supply of food & beverage service and entertainment.
Presented by Deputy General Manager-Sitara
09/26/09
The Key Elements of Hospitality • There are two key Elements in Hospitality. –Guest. –Product and service.
Presented by Deputy General Manager-Sitara
09/26/09
The Key Elements of Hospitality • The First key Element- Guest The hospitality to be delivered to guest under service provider. These stresses the central role of the guest in Hospitality operation and without guest hospitality can not be delivered. Presented by Deputy General Manager-Sitara
09/26/09
The Key Elements of Hospitality • The Second Key Element- Product & Service Hospitality consist of complex blend of both product- food, drink, entertainment & accommodation-and- Service along with the atmosphere that surround them.
Presented by Deputy General Manager-Sitara
09/26/09
The Hospitality Operation Customer research
The service concept
Business Goals
Continual Improvement
Service specification –the Promise Service Planning
Corrective Action
Procedures Service performance assessment
Service Delivery
Presented by Deputy General Manager-Sitara
Training & Support
Resources 09/26/09
The Quality 09/26/09
The Quality Map
Guests
Organisations
Employees
Presented by Deputy General Manager-Sitara
09/26/09
The Quality • What is Quality ? The totality of features and characteristics of a product or service that bear on its ability to satisfy a stated or implied need. The stated or need is that of customer-the final arbiter of quality. Presented by Deputy General Manager-Sitara
09/26/09
The Quality Characteristics Matrix Tangible
Product
Service
Intangible
F & B product
Atmosphere
Facilitating Goods
Aesthetic
Information-menu
Feelings
Actions
Comfort Warmth
Process
Friendliness
Script/ corrective action
Care/Service
Presented by Deputy General Manager-Sitara
09/26/09
The Quality • Why is Quality important ? First, Guests are more demanding of the products and services, they buy or use and the way those products and services are delivered.
Presented by Deputy General Manager-Sitara
09/26/09
The Quality • Why is Quality important ? Second, the development of sophisticated technology. Both hard and soft, allows managers to provide a wealth of potential additional and convenience services.
Presented by Deputy General Manager-Sitara
09/26/09
The Quality • Why is Quality important ? Third, In an increasingly competitive and international marketplace, quality is seen as providing the edge of competitive advantage.
Presented by Deputy General Manager-Sitara
09/26/09
The Outcome of Quality • Quality leads to efficiency. • Quality Creates True Customers or Guest • The Payoff Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency An emphasis on quality and quality improvements results in operational efficiencies that more than recoup the investment. The cost of quality can be divided into two type:
• The Cost of Conformance • The Cost of non-conformance Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency The Cost of Conformance: Those involved in assuring that everything comes out right and includes all prevention efforts and training
Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency The Cost of Non-Conformance: It can be divided into two costsa) Appraisal Costs b) failure Costs
Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency a) Appraisal Cost: Appraisal Costs are the costs of inspection to make sure that mistakes kept down and to try to ensure that any mistakes made are identified before reaching customers.
Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency b) Failure Cost: Failure Costs are the costs of having made mistakes. Internal failure costs are those incurred where mistakes are found before they reach the customer. External failure costs are when mistakes are not found before reaching the customer. Presented by Deputy General Manager-Sitara
09/26/09
Quality Creates True Customers If the efficiency benefits are combined with the high perceived value then the result will be loyal customers, who use the operation consistently over a long period and talk about the experience to their friends.
Presented by Deputy General Manager-Sitara
09/26/09
The Payoff of Quality The most important single factor affecting a business unit’s performance is the quality of its products and services in comparison to its competitors. In the sort term, the added value of a ‘quality’ hospitality operation allows profits to be generated through premium prices but in the long term, business growth and quality improvement efficiencies will maintain higher profit margins.
Presented by Deputy General Manager-Sitara
09/26/09
The Central Importance of Guest Hospitality can not be delivered without the presence of the guest, who also provides the source of revenue for the continued financial success of the operation. The guest is also directly involved in many aspects of the delivery of the hospitality service. The combination of all guests decides the demand pattern for the operation. Presented by Deputy General Manager-Sitara
09/26/09
The Central Importance of Guest One Guest forms part of the environment for all other guests. The guest is the final arbiter of satisfaction with both service and product elements and, therefore the judge of quality of hospitality service provided.
Presented by Deputy General Manager-Sitara
09/26/09
Conclusion Managing quality in Hospitality operation is complicated by the complex blend of products and service elements that need to be managed over the short cycle of operations. There is an obvious need for a systematic and allencompassing approach to the service delivery. All these are possible by proper Training and orientation sessions of employees of department. Presented by Deputy General Manager-Sitara
09/26/09
Presented by Deputy General Manager-Sitara
09/26/09
Presented by Deputy General Manager-Sitara
09/26/09
09/26/09
The Hospitality 09/26/09
Concept and Developing Quality Service in Hospitality • What is hospitality The outer primary interacting element is that of the social relationship fostered by warm, friendly, welcoming, courteous, open, generous behaviour of the host creating the hospitable, social, environment. Presented by Deputy General Manager-Sitara
09/26/09
Concept and Developing Quality Service in Hospitality This promote positive feeling of security & comfort, created by physical structure, design, décor and location of the facility. The provision of accommodation e.g. facility to sleep, relax, together with supply of food & beverage service and entertainment.
Presented by Deputy General Manager-Sitara
09/26/09
The Key Elements of Hospitality • There are two key Elements in Hospitality. –Guest. –Product and service.
Presented by Deputy General Manager-Sitara
09/26/09
The Key Elements of Hospitality • The First key Element- Guest The hospitality to be delivered to guest under service provider. These stresses the central role of the guest in Hospitality operation and without guest hospitality can not be delivered. Presented by Deputy General Manager-Sitara
09/26/09
The Key Elements of Hospitality • The Second Key Element- Product & Service Hospitality consist of complex blend of both product- food, drink, entertainment & accommodation-and- Service along with the atmosphere that surround them.
Presented by Deputy General Manager-Sitara
09/26/09
The Hospitality Operation Customer research
The service concept
Business Goals
Continual Improvement
Service specification –the Promise Service Planning
Corrective Action
Procedures Service performance assessment
Service Delivery
Presented by Deputy General Manager-Sitara
Training & Support
Resources 09/26/09
The Quality 09/26/09
The Quality Map
Guests
Organisations
Employees
Presented by Deputy General Manager-Sitara
09/26/09
The Quality • What is Quality ? The totality of features and characteristics of a product or service that bear on its ability to satisfy a stated or implied need. The stated or need is that of customer-the final arbiter of quality. Presented by Deputy General Manager-Sitara
09/26/09
The Quality Characteristics Matrix Tangible
Product
Service
Intangible
F & B product
Atmosphere
Facilitating Goods
Aesthetic
Information-menu
Feelings
Actions
Comfort Warmth
Process
Friendliness
Script/ corrective action
Care/Service
Presented by Deputy General Manager-Sitara
09/26/09
The Quality • Why is Quality important ? First, Guests are more demanding of the products and services, they buy or use and the way those products and services are delivered.
Presented by Deputy General Manager-Sitara
09/26/09
The Quality • Why is Quality important ? Second, the development of sophisticated technology. Both hard and soft, allows managers to provide a wealth of potential additional and convenience services.
Presented by Deputy General Manager-Sitara
09/26/09
The Quality • Why is Quality important ? Third, In an increasingly competitive and international marketplace, quality is seen as providing the edge of competitive advantage.
Presented by Deputy General Manager-Sitara
09/26/09
The Outcome of Quality • Quality leads to efficiency. • Quality Creates True Customers or Guest • The Payoff Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency An emphasis on quality and quality improvements results in operational efficiencies that more than recoup the investment. The cost of quality can be divided into two type:
• The Cost of Conformance • The Cost of non-conformance Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency The Cost of Conformance: Those involved in assuring that everything comes out right and includes all prevention efforts and training
Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency The Cost of Non-Conformance: It can be divided into two costsa) Appraisal Costs b) failure Costs
Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency a) Appraisal Cost: Appraisal Costs are the costs of inspection to make sure that mistakes kept down and to try to ensure that any mistakes made are identified before reaching customers.
Presented by Deputy General Manager-Sitara
09/26/09
Quality Leads to Efficiency b) Failure Cost: Failure Costs are the costs of having made mistakes. Internal failure costs are those incurred where mistakes are found before they reach the customer. External failure costs are when mistakes are not found before reaching the customer. Presented by Deputy General Manager-Sitara
09/26/09
Quality Creates True Customers If the efficiency benefits are combined with the high perceived value then the result will be loyal customers, who use the operation consistently over a long period and talk about the experience to their friends.
Presented by Deputy General Manager-Sitara
09/26/09
The Payoff of Quality The most important single factor affecting a business unit’s performance is the quality of its products and services in comparison to its competitors. In the sort term, the added value of a ‘quality’ hospitality operation allows profits to be generated through premium prices but in the long term, business growth and quality improvement efficiencies will maintain higher profit margins.
Presented by Deputy General Manager-Sitara
09/26/09
The Central Importance of Guest Hospitality can not be delivered without the presence of the guest, who also provides the source of revenue for the continued financial success of the operation. The guest is also directly involved in many aspects of the delivery of the hospitality service. The combination of all guests decides the demand pattern for the operation. Presented by Deputy General Manager-Sitara
09/26/09
The Central Importance of Guest One Guest forms part of the environment for all other guests. The guest is the final arbiter of satisfaction with both service and product elements and, therefore the judge of quality of hospitality service provided.
Presented by Deputy General Manager-Sitara
09/26/09
Conclusion Managing quality in Hospitality operation is complicated by the complex blend of products and service elements that need to be managed over the short cycle of operations. There is an obvious need for a systematic and allencompassing approach to the service delivery. All these are possible by proper Training and orientation sessions of employees of department. Presented by Deputy General Manager-Sitara
09/26/09
Presented by Deputy General Manager-Sitara
09/26/09
Presented by Deputy General Manager-Sitara
09/26/09
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