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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 The service Business Service
research concept Goals specification
–the Promise
Continual
  Improvement
Service
Corrective Planning
Action
Procedures
Service Service Training &
performance Delivery Support Resources
assessment
Presented by Deputy General Manager-Sitara 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 Intangible
F & B product Atmosphere
Facilitating Goods Aesthetic
Information-menu Feelings
Product
Comfort
Actions Warmth
Process Friendliness
Service
Script/ corrective Care/Service
action
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 costs-

a) 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 all-
encompassing 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