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.