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St. Raphael Hotel, Limassol : Thursday 26 April, 2007

This article explores the importance of training and development in improving guest service quality at St. Raphael Hotel in Limassol. It discusses the shift towards quality improvement systems and the need for systematic quality standards. The article also highlights different training programs for enhancing guest service skills and emphasizes the importance of continuous training to meet customer expectations.

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St. Raphael Hotel, Limassol : Thursday 26 April, 2007

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  1. Upgrading Quality Guest Service through Training & Development Quality Improvement Systems related to Guest Service St. Raphael Hotel, Limassol : Thursday 26 April, 2007 Christine Jaletzke

  2. 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

  3. Training steps into Quality Quality Improvement Systems related to Guest Service Quality Steps into Training And away from traditional Human Resources structures

  4. What is Quality? Quality means… Different things to different people! • A Complete Change • A Quick Fix • Something in between

  5. Priority : Back to Basics Consistent Standards and then, Quality Improvement

  6. 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

  7. 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

  8. Systematic Quality Concepts A) Define Quality Standards & Establish them in a visible form B) Set Goals /Plans 3) Check, Control, Review

  9. Systematic Quality ConceptsWhat has this got to do with Training & Development??? A) Define Quality Standards & Establish them in a visible form Communicate & Train Give Feedback & identify Space for Improvement B) Set Goals /Plans 3) Check, Control, Review Support & Coach

  10. Training Needs Analysis….It‘s all about looking in the Mirror!

  11. Identifying Training Programmes to improve Quality Guest Service CONCEPT SKILLS MANAGMENT TEAM PEOPLE SKILLS SUPERVISOR TECHNICAL SKILLS OPERATIVES Technical Skills = 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

  12. Examples of Training Programmes People Skills Guests/Teams Training needs to be flexible TRAINING € 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

  13. „We need Training“ Customer Driven Quality „We need Training für and Development“ „We need Training for our Teams“ „We need Training“ „We need Development“

  14. 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 Performance Appraisal Training. Product Knowledge : Tea, Coffee, Wine, Beer, Cheese, Food Tasting (Menus) In-Room 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 All roads lead to Rome - JUST A MATTER OF PRIORITY!!!

  15. Systematic Quality Training Identify Training Needs 1 Training is a continuous process Evaluate 2 Plan 4 3 Implement

  16. Corrective and Continuous Training Qualität

  17. At Operational Level

  18. The Big Picture – towards Quality Improvement Image Quality Recognition Creating a Vision & Mission helps steer the business towards a Win-Win situation for everyone Customer Management Staff Vision/Leadership Teamwork Performance Hotel Quality Improvement Recognition Reputation Development Owner VISION = FUTURE REALITY MISSION = COMMITMENT Asset Management Business Development Financial Performance

  19. Stages of Commitment to Organisational Change Degree of support for the change Time Internalisation Commitment Adoption Acceptance Appraisal/Trial Understanding Understanding of Change Contact/Interest Awareness of Change Awareness

  20. QUALITY SERVICE MODEL VISION MISSION EMPLOYEES (all levels) STRATEGIES GUESTS SERVICE SYSTEMS QUALITY SERVICE STANDARDS PRODUCT

  21. Breakthrough Change vs. Incremental Change Breakthrough Progress GOAL GOAL SMALL STEPS BIG STEPS TIME Change happens at the level of Leaders & Change Agents Change happens at the level of Workers and Managers

  22. Willingness to Change The traffic light concept

  23. PROBLEM SOLVING PROCESSES SYSTEMS OUT OF DATE WORK PROCEDURES FISH BONE DIAGRAM PEOPLE USED TO IDENTIFY THE SOURCE OF THE PROBLEM PROBLEM EQUIPMENT CORPORATE CULTURE POLICIES & PROCEDURES STANDARDS

  24. Synergies of Successto achieve quality improvement Synergy of Achievement Results of all actions leading to the same target Synergy of Ideas. Ideas developed. How to get results 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 Thoughts. How to solve the problem Synergy of Feedback promoted by achieving results every step of the way

  25. 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 SMALL STEPS TIME Competencies Perseverance & Feedback

  26. Questions ? ? ? ? ? ? ? Comments? ? ? ? ? ? ? Thank you

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