How are service processes monitored? Travel, Tourism & Hotels Services

[Nemain]

Re: How are service processes monitored?

By the way:

If you look at the picture scheme posted, the 2 other attachments speak about Gap 5.

And I urge you not to use this stuff unreflected - it is just an example.

In our company for instance we utilize a very different way & I am working on a new policy proposal inspired by SerQual, but utilizing only a part of this concept...

Have a great day!

 

[DAWELAH]

Re: How are service processes monitored?

By the way:

If you look at the picture scheme posted, the 2 other attachments speak about Gap 5.

And I urge you not to use this stuff unreflected - it is just an example.

In our company for instance we utilize a very different way & I am working on a new policy proposal inspired by SerQual, but utilizing only a part of this concept...

Have a great day!

Dear Nemain

Thanks for your kind reply. In your hotel, how do you monitor and record the performance of Check-In, Check-Out, ‎Reservation, Room Make-Up, Cleaning the Public Toilet ………….etc.‎

Pleas find attached an excellent guest survey research.‎

Thanks

 

[Nemain]

Re: How are service processes monitored?

Hi Dawela,

At present state we have:

- a guest comment card (distributed to the rooms 2 nights before departure) with a 20 to 40% return rate (depending on the hotel & month)

- monthly guest interviews carried out by our Guest Relation teams

- customer complaint statistics of our main Tour Operators (most of them make statistics - just ask their local representatives if you could get their stats for your hotel)

- procedures to increase direct guest contact of Guest Relation & management (e.g. a cocktail party for repeated guests & VIP's with our management etc.) plus a system to collect interesting comments obtained through such direct conversations

- in general a Guest Relation desk in all hotels as a kind of info center (I guess this is very common in seaside resorts)

A collection of guest comments & the statistics of the comment cards are discussed 2 times a month in the HOD meeting & important comments are brought to our management's attention daily by a good contact with the Guest Relation.

It makes a big difference already if you implement a system that ensures a direct reply on most of the complaints that anyone of your staff receives personally through any kind of guest contact.
Of course you have to train your staff concerning this matter - we found that many of them are afraid to speak about complaints that a guest told them because they feared to be taken responsible for it...
also a lot of our managers first had to learn that admitting mistakes is something they can benefit of and not a big NO NO...

Hope this was interesting for you & sorry that it took me so long - I have a lot of work atm

Nemain

 

[Sartaj Bedi]

Re: How are service processes monitored?

Thanks for your kind reply,‎

To be specific, I work in company provides Travel, Tourism & Hotels services.‎
How the services provided such as reservation, check – in, check-out, room Make-up, ‎maintenance are monitored and recorded? ‎

Hi ,
I run a restaurant and perhaps some of our methods may be useful. To measure quality as performance to expectation ... you can use SERQUAL model and a design customer satisfaction survey.

To ensure that the restauarnt is ready for service we have mise checklist to be done by all captains ie they check whether they have all the resources to do their job. We have designed a checklist and as quality is measure as against performance to specification.

In the kitchen, a quality check of all food mise ie to check whether the kitchen is ready for battle. This again done againsts a checklist.

You can understand that the a bad meal exeperience for a guest in arestauarnt does not necesarily start will staff, all aspects of the operatiosn, purchase ' has the fish been bought of the right quality, food hygiene, preventive mainatennace of equipment to make the your guets favourite dish
and it can go on.

Each process in the restauarnt has quality measure.

I hope this helps