2. St. Raphael Hotel, Limassol : Thursday 26 April, 2007 Upgrading Quality Guest Service through Training & Development Quality Improvement Systems related to Guest Service Christine Jaletzke

3. Quality & TrainingTrends: My observations… Past Quality Control - Factories In the 80‘s large hotel companies had highly developed Training, Education and Development strategies The 90‘s - Quality ISO Systems e.g. London Today: „The Big Boys“, have Training & Development Systems in place e.g. „Talent Leadership“ Smaller companies (in Germany) replace traditional HR Depts. with Quality & Training Managers There appears to be an emphasis on:  Training to achieve : Quality Guest Satisfaction  Quality Training/Development to achieve Employee Motivation/Satisfaction

4. Training steps into Quality Quality Improvement Systems related to Guest Service Training Steps into Quality And away from traditional Human Resources structures

5. What is Quality? Quality means… Different things to different people! A Complete Change A Quick Fix Something in between

6. Priority : Back to Basics Consistent Standards and then, Quality Improvement

7. Quality Standards… Need to define:  Guest Expectations  Hotel Service Strategies  Work Systems  Measurement Tools (Service & Product / Hardware) The standards also need to be constantly checked, reviewed and improved

8. Effective Quality Standards Must be…… “User friendly” - Easy to understand, - Easy put into practice, - Simple to use - Realistic - Achievable - Easy to measure - Meet Guest Needs - Meet company goals and be in line with values/philosophies Only then can objectives be achieved and controlled

9. Systematic Quality Concepts 3) Check, Control, Review A) Define Quality Standards & Establish them in a visible form B) Set Goals /Plans

10. Systematic Quality Concepts What has this got to do with Training & Development??? 3) Check, Control, Review A) Define Quality Standards & Establish them in a visible form B) Set Goals /Plans

11. Training Needs Analysis…. It‘s all about looking in the Mirror!

12. Identifying Training Programmes to improve Quality Guest Service MANAGMENT TEAM SUPERVISOR OPERATIVES PEOPLE SKILLS TECHNICAL SKILLS CONCEPT SKILLS Technical Skills = Job Tasks and Standards People Skills (Behavioural, Communication etc) = Guest &/or Team related Standards/Competencies Concept Skills = Company Values/Philosophies, Competencies,Systems e.g. Planning, Organisation, Teamwork

13. Examples of Training Programmes TRAINING Business Related Skills (Profit/ Productivity) = Effectiveness People Skills Guests/Teams Training needs to be flexible Only when both axes are addressed, can a company grow and develop – its business, its employees, and achieve efficiency and quality guest satisfaction €

14. G.M. Executives Department Heads Supervisors Operatives „We need Training for our Teams“ „We need Training“ „ We need Training für and Development“ „We need Development“ „We need Training“ Customer Driven Quality

15. - All roads lead to Rome - JUST A MATTER OF PRIORITY!!! Orientation & Dept. Orientation Fire, Safety, Anit-Terrorist/Bombs etc) On-Job Training : Standards Languages Business English Train-the-Trainers One-Step-Ahead – In House Sales Turning Complaints into Quality Solutions Sales & Marketing Programmes Cross-Exposure Training – Internal Cross-Exposure Training – External Presentation Skills Assertiveness Self-Management Skills Time Management Importance of Hygiene/Cleanliness & Tidiness Fidelio Sales & Event Management Yield Management IT Performance Appraisal Training. Product Knowledge : Tea, Coffee, Wine, Beer, Cheese, Food Tasting (Menus) In- Room Technology e.g. Wireless Lan etc. Leadership/Management Skills Supervisory Skills Cultural Awareness Protocol & Etiquette MBA/External Business Education Financial Mgt for non-accountants Speaking to the Media (TV & Radio) First Impressions – Make up/Hair/Colour and Style Consultancy Teambuilding Keyboard Skils & Computer Programmes: Word/Exel/Powerpoint, Stores, etc. Successful Meetings Running Effective Workshops Anticipating Guest Needs Interpreting company values and philosophies

16. Systematic Quality Training Plan Implement Evaluate Identify Training Needs 1 2 3 4 Training is a continuous process

17. Corrective and Continuous Training Corrective Training Coaching Continuous Training Qualität

18. At Operational Level

19. The Big Picture – towards Quality Improvement Staff Management Owner Customer Asset Management Business Development Financial Performance Recognition Reputation Development Vision/Leadership Teamwork Performance Image Quality Recognition Hotel Quality Improvement Creating a Vision & Mission helps steer the business towards a Win-Win situation for everyone VISION = FUTURE REALITY MISSION = COMMITMENT

20. Stages of Commitment to Organisational Change Degree of support for the change Time Awareness Understanding Acceptance Commitment Contact/Interest Awareness of Change Understanding of Change Appraisal/Trial Adoption Internalisation

21. QUALITY SERVICE MODEL SERVICE SYSTEMS EMPLOYEES (all levels) QUALITY SERVICE STANDARDS GUESTS VISION STRATEGIES MISSION PRODUCT

22. Breakthrough Change vs. Incremental Change TIME BIG STEPS GOAL Breakthrough Change happens at the level of Leaders & Change Agents SMALL STEPS Progress GOAL Change happens at the level of Workers and Managers

23. Willingness to Change The traffic light concept

24. PROBLEM SOLVING FISH BONE DIAGRAM PROBLEM PEOPLE CORPORATE CULTURE POLICIES & PROCEDURES STANDARDS PROCESSES SYSTEMS OUT OF DATE WORK PROCEDURES EQUIPMENT USED TO IDENTIFY THE SOURCE OF THE PROBLEM

25. Synergies of Success to achieve quality improvement Synergy of Thoughts. How to solve the problem Synergy of Ideas. Ideas developed. How to get results Synergy of Actions Defined strategies to reach the aim. Critical Paths, Objectives, Action Plans, Deadline Dates, Measurement of Achievements, Teams involved, Persons responsible. Synergy of Feedback promoted by achieving results every step of the way Synergy of Achievement Results of all actions leading to the same target

27. TIME SMALL STEPS Progress GOAL Perseverance & Feedback Training Steps into Quality 1 extra degree of effort Makes all the difference * Visionary Leadership * Focus * Positive Attitude * Kindness - Respect * Belief – Enthusiasm – Passion * Involvement – Responsibilty * Perseverence Competencies

28. Questions ? ? ? ? ? ? ? ? ? ? ? ? ? Thank you Comments?