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Quality tools - Essay Example

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Excellence in service is the essence of excellence in hospitality because it is the warmth, the caring and the welcome extended to guests that often blur other failings. Extending a warm and sincere welcome to guests and honoring them is included in many religious and ethical…
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Download file to see previous pages Thus, the check-in and the check-out processes should be smooth and genuinely welcoming, with all effort directed to make the guests feel at home. The Hotel Escargo chain has tried to present winning guidelines to their frontline guest registration staff about what they should do when registering guests. However, a room for improvement exists and it is important to analyze measurements for check-in, check-out and room change requests for the hotel. This brief write-up presents a discussion about application of quality tools to reception performance measurements for Hotel Escargo.
This write-up presents a discussion about ways for improving the check-in and check-out system at Hotel Escargo. The mission statement of Hotel Escargo clearly presents values related to serving business and leisure travelers by making customer satisfaction highest priority and providing quality service, amenities, comfortable surroundings and friendly employees. However, a recent review undertaken at the Hotel Escargo chain indicated that amongst other improvements, it was possible to enhance the quality of the check-in and check-out systems implemented by the Rooms Division of Hotel Escargo. By improving procedures and interactions with guests, improved perceptions of service quality emerge and this results in improved customer satisfaction (Salvendy, 2001, Pp. 621 – 623) and (Bardi, 2007, Pp. 185 – 187). Thus, it makes sense to apply quality tools to the Hotel Escargo check-in and check-out system by collecting measurements for processing using quality tools.
Appendix A presents the observations for front office operations at Hotel Escargo and measurements for the check-in and check-out system. Quality tools use the measurements collected to try to discover what improvements are possible.
Quality tools that are widely used for analysis of quality issues in businesses are presented in ...Download file to see next pagesRead More
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