Quality Services for Hospitality

04/08/23

Quality Services for Hospitality

Presented by Mr. Shantanu Bhattacharjee

Deputy General Manager

04/08/23

The Hospitality

04/08/23 Presented by Deputy General Manager-Sitara

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.


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.


The Key Elements of Hospitality

• There are two key Elements in Hospitality.

–Guest.–Product and service.



• 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.



• 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.


The Hospitality Operation

Customer research

The service concept

Business Goals

Service specification –the Promise

Service Planning

Procedures

ResourcesTraining & Support

Service Delivery

Service performance assessment

Corrective Action

Continual Improvement

04/08/23

The Quality


The Quality Map

Guests Organisations

Employees


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.


The Quality Characteristics Matrix

F & B product

Facilitating Goods

Information-menu

Atmosphere

Aesthetic

Feelings

Comfort

Actions

Process

Script/ corrective action

Warmth

Friendliness

Care/Service

Tangible Intangible

Product

Service


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.


The Quality


Second, the development of sophisticated technology. Both hard and soft, allows managers to provide a wealth of potential additional and convenience services.


The Quality


Third, In an increasingly competitive and international marketplace, quality is seen as providing the edge of competitive advantage.


The Outcome of Quality

• Quality leads to efficiency.

• Quality Creates True Customers or Guest

• The Payoff


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



The Cost of Conformance:

Those involved in assuring that everything comes out right and includes all prevention efforts and training



The Cost of Non-Conformance:It can be divided into two costs-

a) Appraisal Costs

b) failure Costs



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.



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.


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.


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.


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.


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.


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.



Quality Services for Hospitality

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