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Front Office and The Guests: Planning For Quality Service

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25 views

Front Office and The Guests: Planning For Quality Service

Uploaded by

Ranil Hashan F
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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Front Office and the Guests:

Planning for Quality Service

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 1
Lodging Is a Guest
Service Business
• Service (Hotel): The process
of helping guests by
addressing their wants and
needs with respect and
dignity in a timely manner.

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 2
Developing a Quality
Culture
• Quality: The consistent delivery
of products/services according
to expected standards.
• Empowerment: The act of granting
authority to employees to make
key decisions within the
employees’ areas of
responsibility.

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 3
Developing a Quality
Culture
• Role of hotel senior managers
in quality:
– They must consistently “walk and
talk” the philosophy of guest
service
– They must empower staff members
– They must establish systems that
allow defects to be measured

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 4
Developing a Quality
Culture
• Continuous Quality
Improvement (CQI): Ongoing
efforts within the hotel to
better meet (or exceed)
guests’ expectations and to
find ways to perform work
with better, less costly,
and/or faster methods.
Woods et al., Professional © 2007 Pearson Education, Upper
Front Office Management Saddle River, NJ 07458. All 5
Developing a Quality
Culture
• Planning tools:
– Vision
– Mission statement
– Long-range plan
– Business plan
– Marketing plan
– Operating budget

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 6
Developing a Quality
Culture
• Repeat Business: Revenues generated
from guests returning to the hotel
as a result of positive experiences
on previous visits.

• Word-of-Mouth Advertising: Informal


conversations between persons as
they discuss their positive or
negative experiences at a hotel.

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 7
Planning Guest Service
Processes
• Service is not the same as
servility.
• Helping guests requires
addressing their wants and
needs:
– What do guests want?
– What do they need?

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 8
Planning Guest Service
Processes
• Benchmarking: The search for best
practices and an understanding
about how they are achieved in
efforts to determine how well a
hospitality organization is doing.
• Zero Defects: A goal of no guest-
related complaints that is
established when guest service
processes are implemented.

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 9
Planning Guest Service
Processes
• Moments of Truth: Any (and
every) time a guest has an
opportunity to form an
impression about the hospitality
organization. Moments of truth
can be positive or negative and
may (but do not have to) involve
the property’s staff members.

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 10
Guest Service Is
Delivered by Employees
• Accountability: An obligation
created when a staff member
is delegated duties/
responsibilities from higher
levels of management.

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 11
Guest Service Is
Delivered by Employees
• Front office employees can be
empowered to help guests after
they:
– Learn about their service mission
– Receive the training and obtain the
resources required to meet the
needs of guests
– Show ongoing interest in providing
exceptional guest service
Woods et al., Professional © 2007 Pearson Education, Upper
Front Office Management Saddle River, NJ 07458. All 12
Guest Service Is
Delivered by Employees
• Strategies for empowerment:
– Accepting the philosophy that
supports empowerment
– Pointing staff in the right direction
– Recognizing the role of the guest
– Removing the barriers that inhibit
pride in work
– Monitoring work to assure that
standards are consistently attained

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 13
Guest Service Is
Delivered by Employees
• For empowering to be effective, FOMs
must:
– Treat employees like adults
– Respect employees as individuals
– Recognize that employees can make significant
contributions to the department and the hotel
– Ask for and utilize their employees’
suggestions
– Trust their staff members
– Allow employees to find pride and joy in the
workplace

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 14
Guest Service Is
Delivered by Employees
Today’s FOMs do not wait
until problems become
significant before they are
addressed!

Woods et al., Professional © 2007 Pearson Education, Upper


Front Office Management Saddle River, NJ 07458. All 15

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