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    The Guest Service Imperative

    Uploaded by

    Marcy
    The document discusses the importance of guest service in hotel operations management. It emphasizes that delivering quality service according to expected standards is crucial. Managers play a key role by motivating employees, recognizing good performance, and empowering staff to provide excellent guest service. The document outlines steps that hotels should take to understand guest expectations, develop service procedures, train employees, and continuously improve service quality.

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    © All Rights Reserved
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    The Guest Service Imperative

    Uploaded by

    Marcy
    289 views18 pages
    The document discusses the importance of guest service in hotel operations management. It emphasizes that delivering quality service according to expected standards is crucial. Managers play a key role by motivating employees, recognizing good performance, and empowering staff to provide excellent guest service. The document outlines steps that hotels should take to understand guest expectations, develop service procedures, train employees, and continuously improve service quality.

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    2. The Guest Service Imperative

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    The document discusses the importance of guest service in hotel operations management. It emphasizes that delivering quality service according to expected standards is crucial. Managers play a key role by motivating employees, recognizing good performance, and empowering staff to provide excellent guest service. The document outlines steps that hotels should take to understand guest expectations, develop service procedures, train employees, and continuously improve service quality.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    289 views18 pages

    The Guest Service Imperative

    Uploaded by

    Marcy
    The document discusses the importance of guest service in hotel operations management. It emphasizes that delivering quality service according to expected standards is crucial. Managers play a key role by motivating employees, recognizing good performance, and empowering staff to provide excellent guest service. The document outlines steps that hotels should take to understand guest expectations, develop service procedures, train employees, and continuously improve service quality.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 18

    Hotel

    Operations Management

    The Guest Service


    Imperative
    Importance of Guest Service

    • Quality
    The consistent delivery of products and services according to expected
    standards
    • Service
    The process of helping guests by addressing their wans and needs with
    genuine respect and dignity in a timely manner.
    • Value
    A guest’s perception of the relationship between what was paid for a
    hospitality product or service relative to what was received form the payment.
    Emphasis on Service Culture

    • Core Values
    The foundation of a corporate culture that describe how people in the
    organization intend to act.

    • Vision
    A picture of a hotel’s idea future and answers the questions: “What do we
    want to create?”

    • Mission
    Clarifies how a hotel will add value for guests, employees, and others that it
    impacts.
    Managers’ Role in Quality Service

    • GMs impact corporate culture

    Motivating employees
    Recognizing and rewarded employees
    Develop and implement processes for:
    • Recruitment
    • Selection
    • Orientation
    • Training
    Empowering employees
    Guests’ Perspectives

    • Personal Expectations
    üMinimal waiting time to check-in
    üA friendly welcome, including eye contact, a genuine smile, and
    acknowledgement of your name
    üAccurate and confirming information about your reservation
    üDirections to your room
    üThey proper type of room immediately available
    üAnswers to your questions about the hotel and its services
    Guests’ Perspectives

    Employee to Guest Ratio:

    • The number of employees relative to the number of guests.


    • In the lodging industry, this if typically expressed in terms of
    employees per room:

    üA 500 room luxury, full service property may have 500 employees:
    a 1:1 employee-to guest ratio.
    üA 100 room limited-service property may have 25 employees:
    a 1:4 employee-to-guest ratio.
    Steps to Deliver Quality Guest Service
    • Six Components of Quality in the Hospitality Industry
    ØIngredient 1:
    üConsider the guests being served
    üHotel managers must understand what their guests want.
    ØIngredient 2:
    üDetermine what the guests desire
    - Online questionnaire or comment card
    - In well-managed properties, top level managers routinely talk with guests
    to learn anything that can be helpful about what the guests would like and
    want during their visit.
    ØIngredient 3:
    üDevelop procedures to deliver what guests want
    • Benchmark
    - The search for best practices and an understanding about how they are
    achieved in efforts to determine how well a hospitality organization is
    doing.
    - A group of employees from each department within the hospitality
    operation who work together to resolve operating problems.
    Steps to Deliver Quality Guest Service

    • Six Components of Quality in the Hospitality Industry


    ØIngredient 4:
    üTrain and empower staff

    ØIngredient 5:
    üImplement revised systems

    ØIngredient 6:
    üEvaluate and modify service delivery systems
    Service and Moments of Truth
    • Moments of truth involve any opportunities for guests to form an
    impression about a hotel.
    • Moments of truth can be positive or negative
    • Positive moments of truth can be turned into a wow factor at any
    Moment
    üThe feeling guests have when they experience an unanticipated and positive
    “extra” interaction with a hospitality operation
    Service and Moments of Truth

    • Zero defects means a goal of no guest-related complaints after guest


    service processes are implemented
    Remember that Service is Delivered by
    Employees
    Provide a hospitable greeting
    Suggestive selling is an “art and science”
    Product knowledge is key
    Help other employees
    Meet and exceed guest expectations
    Managers Cannot Delegate Responsibility for
    Superior Service
    GMs

    • Recruit, train and empower staff


    • Are role models of guest service
    • Are accountable for property’s success
    Managers Must Recruit and Select Service-
    Minded Staff
    • Employer-of-choice
    • The hotel is a preferred place of employment in the community.
    • Employee Turnover Rate
    • A measure of the proportion of a work force that is replaced during a
    designated time period (month, quarter, or year).
    • Employee Turnover Rate Formula
    Provide Effective Orientation and Training

    • With an emphasis on guest service, introduce the property’s core


    values, vision, and mission

    • Train the employee in guest-friendly procedures

    • Thoroughly deliver the knowledge and skills required before new staff
    members have contact with guests
    Management Tactics for Superior Guest
    Service: Supervise with a Service Emphasis
    GMs
    • Should always thank their staff members who provide
    exceptional guest service
    • Walk the talk
    Empower Staff with Service Authority

    Managers empower their staff as they

    • Share their service mission


    • Provide the training and other resources
    • Encourage staff to assist with out of ordinary guest requests
    Emphasize Continuous Quality Improvement

    • Today’s emphasis on “better, faster, cheaper” is important.


    ØTwo factors (Better and faster) should be developed with guests’ needs
    in mind.
    ØThe third factor (Cheaper) is also a meaningful goal as long as it involves
    taking error out of the products and services rather than reducing value
    delivered to guests.

    • CQI
    ØOn-going efforts meet or exceed guests’ expectations
    ØDefine ways to perform work better
    Effective Service Recovery Can “Save the Day”

    • Step 1
    • Introduce yourself by name and position
    • Step 2
    • Discover necessary information
    • Step 3
    • Empathize with the guest
    • Step 4
    • Fix the problem and apologize on behalf of the hotel
    • Step 5
    • Thank the guest for bringing the matter to your attention

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