Components of Quality in the Hospitality Industry

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Presentation transcript:

Components of Quality in the Hospitality Industry 2.1 O.H. 2.1

Who Are the Guests? Small lodging property serving highway travelers Upscale restaurant Downtown hotel Restaurant in a tourist district 2.2 O.H. 2.2

The Process of Guest Service Is Cyclical Determine What Guests Want Deliver What Guests Want Evaluate Service Delivery Systems 2.3 O.H. 2.3

History of Service: Bread as the Staff of Life 2.4 O.H. 2.4

2.5 O.H. 2.5

March Toward Zero Defects 2.6 O.H. 2.6

Manager’s Checklist for Effective Guest Service 2.7 O.H. 2.7

2.8 O.H. 2.8

Challenges! Challenges! Factors that affect the organization’s ability to maintain quality service standards: Service philosophy of top-level managers Service attitude of staff members Employee selection and training Changing guest preferences O.H. 2.9

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