Chapter 7 Managing Guest Services

Learning Objectives Understand guest complaint management – from prevention to alternative solutions. Understand the Americans with Disabilities Act. Discuss employee empowerment. Discuss various talents for delivering guest service.

Total Quality Management (2 of 3) Total Quality Management in the Hotel Industry Examples of Quality Management The Real Components of TQM Renovations Bedding Linens and Pillows The Public Relations of Bedding Cleanliness An Old Enemy Has Checked In Noise, Temperature, and Darkness 3

Total Quality Management (1 of 3)

Total Quality Management (3 of 3) Total Quality Management Defined The Buyer’s View The Seller’s View Leadership Empowerment The Employee Diversity and Turnover Selecting and Retaining the Right Persons Labor Unions Training The Author’s View

Hotel Employees (1 of 2)

Hotel Employees (2 of 2) Employee qualification Employee motivation Employee retention Turnover

Customer Relations Management (1 of 3) Customer Relation Denied Who Knows Why? Measuring Guest Services Moments of Truth Controlling quality Quality control through Inspection Chains use their own inspectors Announced and unannounced inspections Not gotcha!!, but measurement against standards Re-inspect after property gets opportunity to correct 8

Customer Relations Management (2 of 3) Inspections by agencies such as AAA or Mobile Need to maintain standards to be listed Use of “mystery shoppers” Inspectors hired by outsiders or by hotel itself Controlling Quality Through Guarantees

Customer Relations Management (3 of 3) Americans with Disabilities Act (ADA - 1992) Provides for changes to accommodate guests and employees with disabilities Law enforced with fines and penalties Removal of physical barriers to handicap access Signage to enable handicapped to get around Issue revolves around many types of handicaps Physical, visual, audio, movement Safety of handicapped guest key issue too Chains, rating agencies, government look for ADA compliance 10

Complaints (1 of 2) Most guests do not complain “Tip of the iceberg” phenomenon 10 unhappy customers for every visible complaint Treat complaints as free consultancy! Preventing complaints Early warning Minimize complaints by informing about potential problems Comment cards Tend to represent only extreme cases – confidential to management 11

Complaints (2 of 2) Handling complaints Blogs and internet reviews Open to the world – need to monitor and respond rapidly Quality circles Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service Handling complaints Prepare for complaints and respond to complaints By listening; in a proper “official” venue; by making a record/taking notes; with a settlement; by asking the guest what they consider fair; under contractual agreements 12