Introduction to Total Quality Management in Hospitality and Tourism Industry PDF

QUALITY SERVICE MANAGEMENT  The process of managing the quality of services delivered to a customer according to his expectations.  It basically assesses how well a service has been given, so as to improve its quality in the future.  Identify problems and correct them to increa...

QUALITY SERVICE MANAGEMENT  The process of managing the quality of services delivered to a customer according to his expectations.  It basically assesses how well a service has been given, so as to improve its quality in the future.  Identify problems and correct them to increase customer satisfaction.  Companies' ability to sustain its competitive lead is vital for the stability of the business in today's highly competitive market.  Quality is one of the important factors for keeping the company in a competitive advantage.  The extent of how well a service provider can meet or exceed its customers' needs and expectations.  Customer satisfaction and recalling loyalty are very important to any hospitality organization because of the strong market competition within this industry INTRODUCTION TO TOTAL QUALITY MANAGEMENT IN HOSPITALITY AND TOURISM INDUSTRY TOTAL QUALITY MANAGEMENT (TQM)  TQM was developed by William Deming, a management consultant whose work had a great impact on Japanese manufacturing.  Total quality management (TQM) is an ongoing process of detecting and reducing or eliminating errors.  It is used to manufacture to streamline supply chain management, improve customer service, and ensure that employees are trained.  The focus is to improve the quality of an organization's outputs, including goods and services, through continual improvement of internal practices.  Total quality management aims to hold all parties involved in the production process accountable for the overall quality of the final product or service. 1. Customer Focus 2. Process Management 3. Planning Process 4. Process Improvement 5. Total Participation CHARACTERISTICS OF HOSPITALITY INDUSTRY  The working hours, it is open 24 hours a day. 1. Also, those who are at senior level work 10- 12 hours per day including evenings and weekends. 2. This makes us aware that we are enjoying while others are working and serving us.  Hospitality is considered as the largest and fastest growing industry.  The whole effort of Hospitality concentrates on service, and guest satisfaction.  And the product of Hospitality is perishable and intangible.  Not everyone is able to work in the hospitality sector.  Work in this sector can entail lots of guest communication and interaction, long hours, the ability to think, make a decision and solve a problem very quickly.  The First goal and the most important one is making the guests and visitors feel really welcome. 1. This requires both a friendly manner toward the guests and an atmosphere of good will among the people who are with you in the same workplace. 2. We know this often translates in which workers get along well with each other, so all this will lead to the satisfaction of both guests and workers.  Secondly, making things work for the visitors and guests. 1. Everything needs to be ready and clean before the guests' step foot on the place. 2. A hospitality system requires much efforts and the manager should ensure that the work is done properly and maintained at all times.  Thirdly, making sure the process continues to provide the best service and make a high profit. 1. Simply stated, these objectives direct the managers to be able to relate success fully and strongly to employees and guests, direct the work in an effective way. DIFFERENT COMPONENTS OF HOSPITALITY INDUSTRY 1. Assembly and Event Management (Conversation) 2. Recreation (Attractions, Gaming, Parks) 3. Lodging (Hotels, Resorts, Motels) 4. Restaurant and Managed Services 5. Travel (Air, Eco-Tourism, Rails)  Job is another importance added to the hospitality. 1. Wide jobs are created in the hospitality sector. 2. These numerous sectors are restaurants, Fast food shops, hotels, take away shops, outdoor catering, and many others. 3. These various places provide many job opportunities in the areas of administrative staff, security personnel, managers, maintenance staff etc. 4. Will develop the overall economy 5. Hospitality has contributed to the improvement of the tourism industry which includes traveling and staying in hotels and other hospitality outfits, because it works as a driving force by providing drinks, foods and sleeping accommodation to both foreigners and residents.   Hospitality makes people strongly feel they belong. 1. It makes people feel valuable, special, and warmly welcomed. 2. Hospitality workers deal with strangers like they are from their families, and communicate through well words and actions. 3. The ability to reply to guest requests immediately is important to maintain a great level of hospitality. “Hospitality affects the levels of customer satisfaction. Better services with high quality, more satisfied and happier the customer feels.” Prepared by: Glaiza Marie E. dela Cruz, LPT