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Service ExcellenceLeading the Way to Wow!
LTM 124 – Total Quality Management2nd Live Online Class at WizIQ
Faculty: Sheila Lo Dingcong, Miriam CollegeFebruary 18, 2015
Reference: Total Quality Management for Hospitality and Tourism by Ford, Sturman and Heaton , 2012, Cengage Learning
Things to Remember
• The overarching framework of the three Ss – strategy, staffing, and system
• The concept of guestology – service excellence starts and begins with the guest
• The challenges of leaders in the industry must face in the future
• The importance of innovation and managing change
What does the guest want?
• A guestologist never stops studying the guest, using all the scientific tools available to know what the guest really wants, actually does, and truly values.
• The service product, the environment and the delivery system combine to create the experience desired by the guest.
Strategy
• The Key Drivers– The Basics– The Wows– Personalize– Study, study, study– Plan, plan, plan
Staffing
• People make the difference
• Getting the Right People for the job
• Server responsibilities– Deliver the service products– Manage the quality of the encounters or
interactions– Identify and fix service failures
Staffing
• Training
• Setting and Reinforcing Standards
• Employing the Guest
Systems
• Systems and Guestology– Organizational processes– Technology– Planning and testing (simulations & dry runs)– Monitoring and measuring
• The Wait– Acceptable, tolerable, and if possible,
negligible
Hospitality and the Future
• Board work– In 10 to 20 years from now, imagine what will
be the significant changes or operational highlights that the leisure and tourism industry will have or employ.
– Based on your previous experience in a live board work, please plan what to do before touching the board.