Quality Management in a Hotel
Organization of the Hotel
In this case, the quality function is entrusted to the Customer Service Manager. Their role is not to ‘do’ hotel quality, which is primarily related to the operations departments, but to set in motion the mechanism to improve quality to obtain maximum customer satisfaction.
Tasks of the Customer Service Manager:
- Addressing complaints and suggestions from customers to respond to complaints and satisfy dissatisfied clients.
- Taking into account customer satisfaction to know the opinion of customers who fail to claim and establish points for improvement.
- Training and encouraging working groups of hotel employees to get their views on improving quality and carrying it out whenever feasible with the operations chief.
- Resetting the relevant training to improve customer support for all hotel employees.
- Sorting all actions and initiatives to improve the quality of the hotel in the relevant quality plans or programs.
Companies Oriented to Total Quality
The most ambitious approach to quality in business is called Total Quality Management (TQM). This approach to quality relates primarily to a style of management where the client is present in all business decisions. The management of people is done through participatory approaches, permanently expressing the creativity of employees to improve quality and continuous improvement. Quality is the primary concern of everyone in the organization.
For this type of quality approach to be successful, it has to be driven, directed, animated, and required by the head of the company, the CEO.
The Pictures of Control of Quality Management
Quality, understood in its broadest sense, is difficult to measure and assess. The company needs to have information on the status of quality indicators involved. Quality indicators can be of many types, and the reading of one or the other depends on the quality objectives of the organization, the availability and cost of information, and the quality factors of the company we want to measure and keep track of.
Quality Indicators:
- Number of defective parts of a production batch, which indicates the quality of the manufacturing process.
- Number of customer complaints in a given period, which indicates the quality of services provided by the company for the action requested.
- Deviation from the average time of delivery of the goods on the target value, which indicates the quality of the delivery date to customers.
- Percent of bills returned by customers because of errors in its construction, which indicates the quality of the administrative work of billing.
- Cost of scrap generated in a printing process, which indicates the quality of the programming and implementation of the process.
- Percent of reaction annotations necessary to indicate the quality of accounting.
- Percentage of satisfied clients with a product or service collected through surveys, indicating the degree of satisfaction perceived by customers.
The quality indicators do not have importance by their absolute value and are useful for comparison only about the target value or standard that has been set for them. Moreover, indicators make sense to know their value over time and to evaluate whether the implemented corrective actions provide the expected results.