1. Hospitality Operations Analysis Ch 06: Quality Service in Operations Dr. Edward A. Merritt The Collins Endowed Chair of Management California State University (Cal Poly Pomona)

2. 2 Defining Quality Service Jobs Develop a list of job skills Knowledge needed. Skills needed. Attitudes required. See 6-1 Sample job competencies (127).

3. 3 Continued Create Measurable / Observable Proficiency Levels. How are you going to measure improvement? See 6-2 Proficiency levels (128). Put them together. See 6-3 (129). Combine quality service standards with measurable observable proficiency standards.

4. 4 Hiring Quality Service People Create a profile of an ideal job candidate. Personality traits. Behavior characteristics. Stay away from discriminatory practices. Age. Gender. Race. See figure 6-4 for suggested profile (131).

5. 5 Continued Quality screening. Focus on past and present behavior to predict the future. Ask direct questions to gather data. “How many rooms did you supervise?” Ask open-ended questions. Previous situation questions. Critical incident “what would you do?” See 6-5 Sample questions (133).

6. 6 Training (134) Three components to quality training: 1. Orientation 2. Job training 3. Development Continued next slide

7. 7 Orientation 1. Must provide info about quality-service standards 2. Pre-planned, pre-determined program Allotted time schedule Organized format Assigned leader

8. 8 Job Training Explain the service standards of excellence Use written, organized, systematic plan Allow time for practicing skills offline Provide a “we care” atmosphere See 6-6 (138) Sample training plan

9. 9 Development Existing employees: Change laterally Upgrade to a better position Improve performance in their current job

10. 10 Earning Designation of Quality Training efforts should allow employees to earn ratings Ensure objective measures Incorporate quality service standards Be organized and specific in delivery

11. 11 Summing Up (140) Weave quality standards into the fabric of the organization Create job definitions Orient, train, and develop employees Ensure everything supports quality service expectations Develop an objective way to assess your effort.

12. 12 End of Chapter 06