Quality OPS Management.pptx
Transcript
Hospitality Operational Excellence Welcome to the course! Learning Outcomes 1. Explore the scientific meaning of quality and its application 2. Describe various notions and definitions of quality and detail the basic elements of quality management 3. Discuss what excellence means in the service y...
Hospitality Operational Excellence Welcome to the course! Learning Outcomes 1. Explore the scientific meaning of quality and its application 2. Describe various notions and definitions of quality and detail the basic elements of quality management 3. Discuss what excellence means in the service you offer Introduction How do you define HOSPITALITY? Def. The friendly and generous reception and entertainment of guests, visitors, or strangers. Introduction How do you define QUALITY? Def. The degree of excellence of something. Introduction How do you define EXCELLENCE? Def. The quality of being outstanding or extremely good. Introduction How do you define EXCELLENCE? Def. The quality of being outstanding or extremely good. EXCELLENCE = MAXIMUM DEGREE OF PERFECTION Introduction How do you define QUALITY MANAGEMENT? Def. Management activities and functions involved in determination of quality policy and its implementation through means such as quality planning and quality assurance (including quality control). QUALITY PLANNING QP The process of identifying which quality standards to focus on and then determine what to do. QUALITY ASSURANCE QA .QUALITY MANAGEMENT Program for the systematic monitoring of different aspects of service delivery. QUALITY CONTROL QC System for maintaining standards, to make sure that the final service meets standards. QUALITY IMPROVEMENT QI Focuses on improving the process. 8 Planning Operations 9 Planning Operations • Planning (Goals & strategies) • Organizing (People and tasks) Coordinating • (Efforts and resources) • Staffing (Recruiting, training and controlling) • Leading (…by example) • Controlling (Monitoring results) • Evaluating (Success vs. Failure) ning ations Planning Operations Planning Define the department goals Examples: • Short-term goals (Occupancy, upselling…) • Long-term goals (Guest satisfaction scores, operating budget…) OPTIONAL READING – Writing SMART Goals 1 1 Planning Operations Planning Planning Operations Planning Determine strategies to achieve goals Communication: • Plans under development to managers • Tentative plans to department members Planning Operations Organizing • Distribution of the work to be done. • Determine the order of tasks. • Determine deadlines for each group of tasks. 1 4 Planning Operations Rooms Division Manager Front Office Manager Asst. FO Manager Reservations Manager FO Supervisors Reservations Agents FO Agents Night Auditors Revenue Manager Concierge Head Concierge Door Attendants Guest Relations Manager Bell Attendants Driver Floor Supervisor GRAs Housemen Executive Housekeeper Asst. HSK Manager Public Areas Supervisor Laundry Supervisor Public Areas Cleaners Laundry Attendants Planning Operations Coordinating • Coordinate the efforts of many individuals to ensure that they perform the work efficiently, effectively and on time. • Coordinate with other departments. 1 6 Planning Operations Staffing • 1st step is to determine the number of employees required for each position • Recruting applicants and selecting • HR department involvement • The staffing process How was the RD department staffed in your hotel? Planning Operations Leading • Overseeing, motivating, training, disciplining and setting an example for the staff. • Hotel Managers often depend on the RDM’s strong leadership skills. • Lead by example. Planning Operations Controlling • The control process ensures that the actual results of operations closely match planned results. • Set internal controls to protect hotel´s assets. Planning Operations Evaluating • Determine if planned goals have been achieved. • Evaluating involves reviewing, revising or helping to revise goals. Occupancy ratios Hotel Income Statement Planning Operations Goals Setting Procedures Initial Activities Pre-Operating Activities Operating Activities Appraisal Activities Planning Organizing Coordinating Staffing Leading Controlling Evaluating Change in Procedures Revision in Plans Introduction REMEMBER… QUALITY PLANNING QP The process of identifying which quality standards to focus on and then determine what to do. QUALITY ASSURANCE QA .QUALITY MANAGEMENT Program for the systematic monitoring of different aspects of service delivery. QUALITY CONTROL QC System for maintaining standards, to make sure that the final service meets standards. QUALITY IMPROVEMENT QI Focuses on improving the process. Quality Planning QP “The process of identifying which quality standards to focus on and then determine what to do.” Quality Planning WHY quality planning in hospitality? 1. Enhanced guest satisfaction: By consistently delivering a high-quality experience, hospitality businesses can attract and retain loyal guests, leading to increased revenue and profitability. 2. Reduced costs: Quality planning can help identify and eliminate inefficiencies and waste, leading to lower operating costs. 3. Improved employee morale: When staff feels empowered to deliver quality service and is recognized for their efforts, morale improves, leading to a more engaged and productive workforce. 4. Enhanced reputation and brand image: A reputation for consistent quality service can give a hospitality business a competitive edge and attract new customers. 5. Compliance with regulations: Proper quality planning helps ensure compliance with industry standards and regulations, reducing the risk of fines or penalties. Quality Planning Key elements of quality planning in hospitality CUSTOMER FOCUS ESTABLISH QUALITY STANDARDS DEVELOP QUALITY PROCEDURES TRAINING & EMPOWERMENT EVALUATION Quality Planning CUSTOMER FOCUS • Customer needs • Expectations • Preferences • Trends • Consumer patterns Quality Planning Trends shaping the Hospitality Landscape The Rise of Technology Holistic hospitality, health & wellbeing Embracing Sustainability The experiential travel Hyper-personalization The Influence of Social Media Quality Planning The new travel tribes Memory Makers - Lasting memories and human interactions - Traditional methods - Open to technology Travel Tech-fluencers - Tech-savvy - Future-oriented - Concern about environmental impact Adapted from ETTravel World/Northstar Research (Feb, 2023) Excited Experientialists - Life as an adventure (YOLO) - Financial means and flexibility to travel extensively - Technology as an ally Pioneering Pathfinders - Values excitement - Willing to take risk - Decisions based on sustainability Quality Planning Define clear and measurable standards for all aspects of the guest experience. ESTABLISH QUALITY STANDARDS What do customers value in a hotel? • • • • • • • • Cleanliness Safety policies Value for money High quality service Sustainability Personalized experiences Adequate lighting Pleasant scent Quality Planning ESTABLISH QUALITY STANDARDS Define clear and measurable standards for all aspects of the guest experience. Quality Planning DEVELOP QUALITY PROCEDURES Quality Standards SOPs Consistency Quality Planning DEVELOP QUALITY PROCEDURES PURPOSE AND SCOPE SOPs AUDIENCE AND CLARITY STEP-BY-STEP INSTRUCTIONS • Specific process • Whos responsible • Resources • Easy to understand • Technical jargon • Visual aids • Breakdown the process • Define manageable steps REVISION AND MAINTENANCE TRAINING AND IMPLEMENTATION • Regular review and update • Mind feedback, changes in regulations or improvement. • Develop training materials • Identify relevant employees ACCESIBILITY AND DISTRIBUTION • SOPs easy to access • Electronic vs. physical copies • Latest version EXAMPLES AND TEMPLATES • Standard forms templates, checklists. • Easy to record COMMUNICATION AND FEEDBACK • Encourage open communication • Address any concerns or suggestions promptly COMPLIANCE AND REGULATORY REQUIEREMENTS • Address legal requirements • Outlines the necessary procedures for compliance CONTINOUS IMPROVEMENT • SOPs are living documents • Evaluate the effectiveness • Adjust when needed Quality Planning DEVELOP QUALITY PROCEDURES SOPs Why SOPs are a must? • • • • • • • • • Efficiencies, and therefore profitability Consistency and reliability in production and service Fewer errors in all areas A way to resolve conflicts between partners A healthy and safe environment Protection of employers in areas of potential liability and personnel matters A roadmap for how to resolve issues – and the removal of emotion from troubleshooting – allowing needed focus on solving the problem A first line of defense in any inspection Value added to your business should you ever wish to sell it Quality Planning SKILLS TRAINING & EMPOWERMEN T Equip staff with the knowledge, skills, and authority to deliver high-quality service consistently. HARD SOFT HARD SKILLS • Specific/Technical Knowledge • Can be learn and be taught • Certifications/Diplomas SOFT SKILLS • Personality traits • Leadership/Communication/Social • Not easy to measure • Acquired trough experience Quality Planning TRAINING & EMPOWERMEN T Equip staff with the knowledge, skills, and authority to deliver high-quality service consistently. TRAINING is all about… • On boarding • Performance Standards • Cross training • Mentorship & Coaching • Daily briefings • Performance Reviews Quality Planning TRAINING & EMPOWERMEN T Feature Purpose Focus Tone Timing Equip staff with the knowledge, skills, and authority to deliver high-quality service consistently. …and don’t forget to provide FEEDBACK… Corrective Feedback Positive Feedback Help people identify and correct mistakes Reinforce positive behaviors and encourage improvement Specific behavior or outcome Person's strengths and accomplishments Neutral or slightly negative Positive and encouraging As soon as possible after the behavior occurs As soon as possible after the behavior occurs 20% 80% …What gets recognized, Quality Planning EVALUATION Continuously monitor performance against quality standards to identify areas for improvement and take corrective actions. ESTABLISH CLEAR GOALS CONTINUES IMPROVEMENT COLLECT AND ANALYZE DATA TRACK PROGRESS AND TAKE ACTION IDENTIFY TRENDS AND PATTERNS COMMUNICATE FINDINGS Quality Assurance QA “Program for the systematic monitoring of different aspects of service delivery.” 3 8 Quality Assurance MISSION Definition of the company’s business, what it does, its objectives, and its approach to reaching those objectives. VISION Description of the desired future state of the company. VALUES Organization’s core principles and ethics. Quality Assurance VISION To be the world’s favorite travel company. MISSION To enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experiences. VALUES Putting people first. Pursuing Excellence. Embracing change. Acting with integrity. Serving the world. Quality Assurance What is the BALANCE SCORECARD? Def. The BSC is a strategic management performance metric that helps companies identify and improve their internal operations to help their external outcomes. It measures past performance data and provides organizations with feedback on how to make better decisions in the future. STRATEGIC MANAGEMENT SYSTEM MEASUREMENT SYSTEM COMMUNICATION TOOL Quality Assurance Quality Assurance FINANCIAL To succeed financially, how we should appear to our shareholders? CUSTOMER RELATIONSHIP To achieve our vision, how should we appear to our customers? INTERNAL PROCESSES To satisfy our shareholders and customers, what business processes we should excel at? EDUCATION AND GROWTH To achieve our vision, how will we sustain our ability to change and improve? Quality Assurance Quality Assurance What is a STRATEGY MAP? Def. Strategy maps are visual representations of an organization's strategic goals and the cause-and-effect relationships between them. FINANCIAL Increase revenue from repeat guests Increase ADR Improve NET profit margin CUSTOMER Improve guest satisfaction Increase customer loyalty Expand market share INTERNAL PROCESS Improve room comfort and cleanliness Enhance food and beverage quality Streamline guest service processes EDUCATION AND GROWTH Engage and empower employees Invest in employee training and development Foster a culture of innovation Quality Control QC “System for maintaining standards, to make sure that the final service meets standards.” Quality Control Quality Control Quality culture Processes Key elements of QC Audits and Inspections Customer Feedback Technology Training and employee development Quality Control Audits and Inspections Brand standards are a set of rules and guidelines that protect the look and feel of your organization. It provides a standardized approach to creative work to uphold the integrity of the brand. Simply put, the brand standards are far more important than the logo itself. INTERNAL AUDITS Develop inspection checklists by area, task, process. To be completed monthly/quarterl y by heads of departments EXTERNA L AUDITS To be completed once a year by external auditors according to brand standards. Mystery shoppers to evaluate service delivery to meet brand criteria. Quality Control Audits and Inspections Quality Control Audits and Inspections Quality Control Customer Feedback Quality Control Solutions to monitor feedback Platforms to manage the marketing, social media sources and guest´s reviews. For instance: • TRUSTYOU • MEDALLIA • REVIEWPRO Quality Control Detractors Satisfaction Score 0 to 6 Not particularly satisfied with the company Danger of spreading negative word of mouth Promoters Satisfaction Score 9 to 10 Passive Satisfaction Score 7 to 8 Satisfied but unenthusiastic customers Are receptive to competing offers from other companies Are loyal ang highly committed to the company Fuel viral growth through word of mouth Quality Control Net Promoter Score (NPS) It is a satisfaction measurement taken from asking customers how likely they are to recommend your product or service. Scale 0-10. On a scale from 0-10, How likely are you to recommend this company to a friend or colleague? Quality Control Net Promoter Score (NPS) When your NPS is high you know you have a healthy relationship with your customers. NPS Calculation Example 500 Customers 100 20%. Detractors. 40%. 200 Passive. 40%. 200 Promoter. NPS = % of promoters – % of detractors NPS = 40% – 20% = 20% Quality Improvement QI “Focuses on improving the process.” Quality Improvement How to improve QUALITY The quality improvement process in the hospitality industry is a continuous cycle that helps businesses to identify, prevent, and correct problems that affect guest satisfaction and overall service delivery. PLAN Set SMART goals DO Implement corrective actions CHEC K Evaluate results Continuous improvement Foster a culture of quality Gather data Analyze data ACT Monitor progress Identify lessons learned Seek feedback Quality Improvement How to improve QUALITY Goals Setting Procedures Initial Activities Pre-Operating Activities Operating Activities Appraisal Activities Planning Organizing Coordinating Staffing Leading Controlling Evaluating Change in Procedures Revision in Plans The digital transformation The digital transformation Challenges shaping the Hospitality Landscape Ongoing staff shortages Cybersecurity breaches Inflation and rising commodity prices Euronews (August 2022) Financial Times (March 2022) Skift Research – State of Travel 2023 (July 2023) The digital transformation What is INNOVATION for? STREAMLINE OPERATIONS REVENUE GENERATION CUSTOMER EXPERIENC E The digital transformation What do customers value in a hotel? How to Balance Tech and Human Touch? The digital transformation How to Balance Tech and Human Touch What do customers value in a hotel? • • • • • • • • Cleanliness Safety policies Value for money High quality service Sustainability Personalized experiences Adequate lighting Pleasant scent The digital transformation Implementation of Tech-Driven Solutions for Personalized Guest Experience • Mobile check-in • Digital keys • Mobile information Chatbots AI... • Mobile ordering and payments (including RFID) • In-room tech like at home (Hyper)Fast WIFI Sensors Voice-control devices Device connectivity Personalized content Privacy and security Digital Transformation of Guest Experiences Implementation of Tech-Driven Solutions for Personalized Guest Experience It's the "trained-eye" that counts TRAINING means...: Change of mindset (managers and employees) Open mind Curiosity Critical thinking Clear focus on value Thank you for your attention!
