1 / 12

Hospitality Operations Analysis Ch 06: Quality Service in Operations

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). Defining Quality Service Jobs. Develop a list of job skills Knowledge needed. Skills needed.

stormy
Download Presentation

Hospitality Operations Analysis Ch 06: Quality Service in Operations

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


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

  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. 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. 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. 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. Training (134) Three components to quality training: • Orientation • Job training • Development Continued next slide

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

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

  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. 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. End of Chapter 06

More Related