quality web fin fin · your hotel´s quality is visible! ... is visible! pergamon museum berlin:...
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„„QQuality uality isis notnot expensiveexpensive –– itit´́sspricelesspriceless......““ (Mahatma Gandhi)(Mahatma Gandhi)
QQuality uality !!
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The QQuality Moment of Truth!!
Your hardwareYour employees
Management/Owner
Communication
Guests-ExpectationsExpectations
Market–ExpectationsExpectations
Baffled guests
Moment of
Truth!24Hrs –
365 days !
Disappointed guests
+
_Your hotel´s
Qualityis visible!
Your hotel´sQuality
is visible!
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Pergamon Museum Berlin: Löwe von der Prozessionsstraße von Babylon, 6. Jh. v. Chr.
QQuality uality !!
Your Hotel ?
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WhatWhatdo we deliver ??
TheThe Quality Quality hotelhotel -- productproduct
Hardware Software
HowHow ??do we deliver
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VisibleVisible Quality Quality MgmtMgmt !!
Initial Guest Contact
Guest Arrival
Hotel Services
Departure
After Sale Service
expectations: reality ?
-+
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6
• Further education -internal & external• On Job Training•Job enrichment
• Comprehensive - integral –programme of staff & management motivation
• Average payroll p. employee•Revenue or GOP p. employe•Vacation control programme•Productivity benchmarks
PlanningPlanning of of demanddemand•Quantitative &qualitative•Capacity oriented•Short & middle term
RecruitingRecruiting• Internally & externally• External presentation of company• Staff procurementInterviewInterview
• Functional & technical abilities• Job description• Personal demandJobs Jobs beginningbeginning
• First working day• Info material• Mentor system• Probation period QQuality uality opportunitiesopportunities !!
WorkWork dutyduty• Wage system• Work roster system• Active contribution
StaffStaffdevelopmentdevelopment
MotivationMotivation
FactsFacts & & figuresfigures
LeavingLeaving the the enterpriseenterprise• Exit Interview•Succession handling
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WhatWhat isis QQualityuality??
eg:
• Quality is defined by the markets/guests only!
• Quality is a journey that never ends!
• Quality is everybody´s responsibility!
• Quality is not an act – it´s a behaviour!
• Quality is a race without a finishing line!
•
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YourYour HotelHotel****/*****/*
Inte
rnalco
mm
unic
ation!
Yoursuggestion?
Cle
anlin
ess
& H
ygie
ne !
Guest
Serv
ice
!
Quality foundations !G
uest
Rela
tions
!
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How to assure Quality practicably!
� Be – self- critical !
� Standardize !
� Benchmarking!
� Mystery Guest Analysis!
� Talk to your guests and employees - See it from their point of view!
� KAIZEN-never give up!
� In constant search for excellence… What else could you do?
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© Monocle Magazine UK