How 5 Star Properties Can Achieve Consistency In Quality Service?

3408 words - 14 pages

Abstract:This paper discusses about what is quality service, the tangible and intangible aspects of quality, application of total quality management system, the role of organization structure and process , upper and middle level management ,technology and the implementation to achieve consistent and quality service in 5 star properties.What is Quality service in the hospitality industry?Quality service is the result of an operations effort to discover exactly what the guest want. Once those those needs and desires are known, procedures are implemented to deliver those wants effectively and consistently. When an operation meets guest expectations, it is providing quality service. (Rey A.M ...view middle of the document...

•between management perceptions of customer expectations and service quality specifications.•between service quality specifications and service delivery•between service delivery and external communications to customers. (cited in Hope & Muhlemann, 1998,p.372 )Not only have theories to define service quality been put forward, but the expected relationships between quality and variables such as costs, sales growth, productivity, return on investment, prices, customer satisfaction and loyalty have been the foundation for the development of theories in current research (Andersen & Fornell, 2000,pp.255,267)Application of Total Quality Management For Quality Assurance:-An approach to quality within an organization which is committed to total customer satisfaction through a continuous process of improvement, and the contribution and involvement of people.(Mullins L.J2005,p.964)TQM views an organization as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge and experiences of workers. The simple objective of TQM is "Do the right things, right the first time, every time". TQM is infinitely variable and adaptable. Although originally applied to manufacturing operations, and for a number of years only used in that area, TQM is now becoming recognized as a generic management tool, just as applicable in service and public sector organizations.TQM is mainly concerned with continuous improvement in all work, from high level strategic planning and decision-making, to detailed execution of work elements on the shop floor. It stems from the belief that mistakes can be avoided and defects can be prevented. It leads to continuously improving results, in all aspects of work, as a result of continuously improving capabilities, people, processes, technology and machine capabilities.Key elements of TQM:-•A total Process involving all operations management units in the organization ,and led from the top.•The Customer as king with every strategy, process and action directly related to satisfying customers needs.•A great emphasis on a different rational information collection and analysis using modern technologies where appropriate.•An emphasis on a different approach to looking at the costs of poor quality by examining all process in the organization which add to costs.•A greater involvement of people, recognizing that they are a great untapped resource in most companies.•Teamwork as crucially important, involving multi discipline and multi level working to solve problems and to meet customer needs.•The requirements for creative thinking and the ability to think beyond immediate job or work environment. (Mullins L.J2005,p.965)Quality Assurance:-Some properties have quality assurance programs that are directed by a quality assurance director and committee. Committee members are often such employees as department managers,...

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