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Hospitality Operations Analysis Ch 06: Quality Service in Operations

Hospitality Operations Analysis Ch 06: Quality Service in Operations. Dr. Edward A. Merritt The Collins Endowed Chair of Management California State University (Cal Poly Pomona). Defining Quality Service Jobs. Develop a list of job skills Knowledge needed. Skills needed.

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Hospitality Operations Analysis Ch 06: Quality Service in Operations

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  1. Hospitality Operations AnalysisCh 06: Quality Service in Operations Dr. Edward A. Merritt The Collins Endowed Chair of Management California State University (Cal Poly Pomona)

  2. Defining Quality Service Jobs • Develop a list of job skills • Knowledge needed. • Skills needed. • Attitudes required. See 6-1 Sample job competencies (127).

  3. Continued • Create Measurable / Observable Proficiency Levels. • How are you going to measure improvement? • See 6-2 Proficiency levels (128). • Put them together. • See 6-3 (129). • Combine quality service standards with measurable observable proficiency standards.

  4. Hiring Quality Service People • Create a profile of an ideal job candidate. • Personality traits. • Behavior characteristics. • Stay away from discriminatory practices. • Age. • Gender. • Race. • See figure 6-4 for suggested profile (131).

  5. Continued • Quality screening. • Focus on past and present behavior to predict the future. • Ask direct questions to gather data. • “How many rooms did you supervise?” • Ask open-ended questions. • Previous situation questions. • Critical incident “what would you do?” • See 6-5 Sample questions (133).

  6. Training (134) Three components to quality training: • Orientation • Job training • Development Continued next slide

  7. Orientation • Must provide info about quality-service standards • Pre-planned, pre-determined program • Allotted time schedule • Organized format • Assigned leader

  8. Job Training • Explain the service standards of excellence • Use written, organized, systematic plan • Allow time for practicing skills offline • Provide a “we care” atmosphere • See 6-6 (138) Sample training plan

  9. Development • Existing employees: • Change laterally • Upgrade to a better position • Improve performance in their current job

  10. Earning Designation of Quality • Training efforts should allow employees to earn ratings • Ensure objective measures • Incorporate quality service standards • Be organized and specific in delivery

  11. Summing Up (140) Weave quality standards into the fabric of the organization • Create job definitions • Orient, train, and develop employees • Ensure everything supports quality service expectations • Develop an objective way to assess your effort.

  12. End of Chapter 06

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