Hotel Quality Management - Research Paper Example

Customers who request for a room change spend several minutes before they are reallocated another room. This has proven to be ineffective to customers and hotel departments. Other room services such as newspaper delivery and baggage storage also require improvements. Most of the processes that take place in the hotel are done manually, and there is minimal use of technology. Guests have to call for transport at the check-out time since there are no prior arrangements or contracts with transport companies.

These activities and processes compromise the quality of services offered by the hotel, and may drive away some customers. Automating the check-in and check-out process would greatly improve the hotel services. A quality system empowers workers at several levels in the hotel in order to establish guest service expectations and device the best way to meet or exceed these expectations. An online check-in system would prove effective in providing quality system. This would help customers conduct booking processes via the internet and make payments online.

Currently, the hotel uses a manual identification process, which involves checking identification documents. A computerized check-in process would enable hotel attendants verify the identity of customers automatically. Online services can also conduct room changes before they check-in to the hotel. Room change processes usually consume a lot of time before the new room is prepared. Conducting these requests before the guests check-in would save the amount of time spent. The check-out process is also conducted manually by checking the identification of the customer and retrieving customer accommodation information manually.

Guests have to line up at the front desk to clear from the hotel. A computerized system would automate the confirmation process, and guests could check-out of their room without lining up at the front desk. Guests are presented with their bill at the front desk, which increases the amount of time spent. An efficient system would enable guests receive their bills before leaving their rooms. The hotel does not conduct a customer satisfaction survey about their services. Collecting customer feedback would enable the hotel improve different areas of their services, which did not please the customers.

A guest email service would facilitate the collection of customer feedback and assist the hotel management to process the collected data. The core of quality management is to steer the business towards an improved performance. It has three main components, which include quality assurance, quality control, and quality improvement. Consistent quality is achieved by not only improving the condition of services, but also by improving the processes (Jones and Lockwood, 2004). This involves eliminating or minimizing defects present at the business processes and type of services offered.

Customer and investor satisfaction are directly linked to the quality of services provided in the hotel. A hotel quality system would reduce competition from other hotels with the help of benchmarking. The hotel would have a mechanism of measuring the degree of customer needs and expectations through the customer feedback system. The hotel would then match these expectations and needs against the perceived quality. Automating the