Quality Service Provision in Hospitality Sector

Quality Service Provision in Hospitality Sector

Quality and its importance

Quality is “the totality of features and characteristics of product or service which bears on its ability to meet stated or implied needs”. “Quality” is a highly subjective concept when it comes to hospitality industry or any other service industry because, determining the quality (good or bad) is totally dependent on how guest feel, if guest is satisfied, we can say B.O.G. provides good quality service even though there may be some short comings in one or two areas of the overall offering. For example, guest having dinner in the restaurant, food is delicious, wine is fantastic, but a small coffee mark on the edge of the espresso cup will destroy all the good impression that restaurant has brought to the guests. Likewise, if guest for whatever reasons not happy about the service in the hotel, during their stay, one staff member catch them hand in a very expensive rings they left on the floor with very sincerely smile. it`s a small thing but it can probably cause the guest to forget all the bad thing in her mind she experienced so far in her stay (Garcia, 2009, Pp. 18).

Quality Management System of B.O.G. (Be our Guest)

B.O.G. (Be our Guest) is an international hotel company which operates in United States and most of the countries in Western Europe. B.O.G. believes “Nothing is small” in their service, aiming to satisfy every guest every time. They were using TQM to manage their quality in 1980`s, since then they adopt GSTS and MQSA for their quality improvement. The GSTS, Guest Satisfaction Tracking System helps hotel retain guest by ensuring that meet their expectations. Guest Commend Card place in each bedroom, listing questions regarding every aspects of the hotel, could be check in speed, food in the restaurant and even bed sheet in the room. Date will be report on a monthly basis through a secure web-based reporting system. Base on GSTS 12 month rolling OSAT scores, if F&B is in the failure status, will be visited 3 times over 9 months for a Quality Evaluation (QE). MQSA, Monthly Quality Self Assessment designed primarily for hotels to measure their on-property quality management process. It emphasizes the accountability of the property`s ownership and management to deliver quality guest experiences.

B.O.G. also utilizes Operational Audit; an assessment of business processes or hotel management company in terms of their effectiveness. Often, it is used in addition to marketing. During the operational audit of the various services is estimated at:

Reception (Front office);

Cleaning (Housekeeping);

Food and beverage (F & B);

Sales and Marketing (Sales & Marketing);

HR

During the operational audit, we not only identify problem areas of your business, and develop proposals for changes to the appropriate services, make recommendations on building of all systems at a whole and its individual elements in particular, and also help to make the implementation of these recommendations, supporting you and your team at every stage of the ...