St. Raphael Hotel, Limassol :
Thursday 26 April, 2007
Upgrading Quality Guest Service
through
Training & Development
Quality Improvement Systems
related to
Guest Service
Christine Jaletzke
Quality & TrainingTrends:
My observations…
• Past Quality Control - Factories
• In the 80‘s large hotel companies had highly developed Training,
Education and Development strategies
• The 90‘s - Quality ISO Systems e.g. London
• Today: „The Big Boys“, have Training & Development Systems in
place e.g. „Talent Leadership“
• Smaller companies (in Germany)
replace traditional HR Depts. with Quality & Training Managers
There appears to be an emphasis on:
 Training to achieve : Quality Guest Satisfaction
 Quality Training/Development
to achieve Employee Motivation/Satisfaction
Training steps into Quality
Quality Improvement Systems related to Guest Service
Quality
Steps into
Training
And away from
traditional Human Resources structures
What is Quality?
Quality means…
Different things
to different people!
• A Complete Change
• A Quick Fix
• Something in between
Priority : Back to Basics
Consistent Standards
and then, Quality Improvement
Quality Standards…
Need to define:
Guest Expectations
Hotel Service Strategies
Work Systems
Measurement Tools
(Service & Product / Hardware)
The standards also need to be constantly
checked, reviewed and improved
Effective Quality Standards
Must be……
“User friendly”
- Easy to understand,
- Easy put into practice,
- Simple to use
- Realistic - Achievable
- Easy to measure
- Meet Guest Needs
- Meet company goals and be
in line with values/philosophies
Only then can objectives be
achieved and controlled
Systematic Quality Concepts
A) Define Quality Standards &
Establish them in a visible form
B) Set Goals /Plans
3) Check, Control,
Review
Systematic Quality Concepts
What has this got to do with Training & Development???
A) Define Quality Standards &
Establish them in a visible form
B) Set Goals /Plans
3) Check, Control,
Review
Training Needs Analysis….
It‘s all about looking in the Mirror!
Identifying Training Programmes
to improve Quality Guest Service
CONCEPT
SKILLS
PEOPLE SKILLS
TECHNICAL
SKILLS
Technical Skills
MANAGMENT TEAM
SUPERVISOR
OPERATIVES
= Job Tasks and Standards
People Skills (Behavioural, Communication etc) = Guest &/or Team related
Standards/Competencies
Concept Skills = Company Values/Philosophies, Competencies,Systems
e.g. Planning, Organisation, Teamwork
Examples of Training Programmes
People Skills
Guests/Teams
Training needs to be flexible
€
Business Related Skills
(Profit/ Productivity) = Effectiveness
Only when both axes are addressed, can a company grow
and develop – its business, its employees, and achieve
efficiency and quality guest satisfaction
„We need
Training“
„We need
Training
for our
Teams“
Customer
Driven
Quality
„We
G.M.
need
Training für
and
Development“
Executives
Department Heads
„We need
Development“
„We
Supervisors
need
Training“
Operatives
- All roads lead to Rome JUST A MATTER OF PRIORITY!!!
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Orientation & Dept. Orientation
Fire, Safety, Anit-Terrorist/Bombs etc)
On-Job Training : Standards
Languages
Business English
Train-the-Trainers
One-Step-Ahead – In House Sales
Turning Complaints into Quality Solutions
Sales & Marketing Programmes
Cross-Exposure Training – Internal
Cross-Exposure Training – External
Presentation Skills
Assertiveness
Self-Management Skills
Time Management
Importance of Hygiene/Cleanliness &
Tidiness
Fidelio Sales & Event Management
Yield Management
IT
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Performance Appraisal Training.
Product Knowledge : Tea, Coffee, Wine,
Beer, Cheese, Food Tasting (Menus) InRoom Technology e.g. Wireless Lan etc.
Leadership/Management Skills
Supervisory Skills
Cultural Awareness
Protocol & Etiquette
MBA/External Business Education
Financial Mgt for non-accountants
Speaking to the Media (TV & Radio)
First Impressions – Make up/Hair/Colour
and Style Consultancy
Teambuilding
Keyboard Skils & Computer Programmes:
Word/Exel/Powerpoint, Stores, etc.
Successful Meetings
Running Effective Workshops
Anticipating Guest Needs
Interpreting company values and
philosophies
Systematic Quality Training
Identify Training Needs
1
Evaluate
4
Training is a
continuous process
3
Implement
2
Plan
Corrective and Continuous
Training
Corrective Training
Qualität
Continuous
Training
Coaching
Training for improved quality
At Operational Level
Service
Systems
Job Tasks
The Big Picture – towards Quality Improvement
Image
Quality
Recognition
Creating a Vision & Mission
helps steer the business
towards a Win-Win situation
for everyone
Vision/Leadership
Teamwork
Performance
Customer
Management
Hotel Quality
Improvement
Owner
VISION = FUTURE REALITY
MISSION = COMMITMENT
Asset Management
Business Development
Financial Performance
Staff
Recognition
Reputation
Development
Degree of support
for the change
Stages of Commitment to Organisational Change
Internalisation
Commitment
Adoption
Acceptance
Appraisal/Trial
Understanding
Understanding of Change
Contact/Interest
Awareness of Change
Awareness
Time
QUALITY SERVICE MODEL
VISION
MISSION
EMPLOYEES
(all levels)
STRATEGIES
GUESTS
SERVICE
SYSTEMS
QUALITY
SERVICE
STANDARDS
PRODUCT
Breakthrough Change vs. Incremental Change
Breakthrough
Progress
GOAL
BIG STEPS
Change happens at the level of
Leaders & Change Agents
GOAL
SMALL STEPS
TIME
Change happens at the level of
Workers and Managers
Willingness to Change
The traffic light concept
PROBLEM SOLVING
FISH BONE DIAGRAM
PEOPLE
USED TO IDENTIFY
THE SOURCE
OF THE PROBLEM
PROCESSES
SYSTEMS
OUT OF DATE
WORK PROCEDURES
PROBLEM
EQUIPMENT
CORPORATE CULTURE
POLICIES & PROCEDURES
STANDARDS
Synergies of Success
to achieve
quality improvement
Synergy of Ideas.
Ideas developed.
How to get results
Synergy of
Thoughts.
How to solve
the problem
Synergy of Actions
Defined strategies to reach the aim.
Critical Paths,
Objectives, Action Plans,
Deadline Dates,
Measurement of
Achievements,
Teams involved,
Persons responsible.
Synergy of
Achievement
Results of all
actions
leading to the
same target
Synergy of Feedback
promoted by
achieving results
every step of the way
Get people working in teams
or Project Teams to achieve Quality
Improvement
Kitchen Team
F&B Service Teams
Stewarding Team
Training Steps into Quality
Progress
1 extra degree of effort
Makes all the difference
GOAL
* Visionary Leadership
* Focus
* Positive Attitude
* Kindness - Respect
* Belief – Enthusiasm – Passion
* Involvement – Responsibilty
* Perseverence
Competencies
SMALL STEPS
TIME
Perseverance & Feedback
Questions ?
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Comments?
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Thank you
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