QUALITY SERVICE MANAGEMENT

Presented to the Faculty

of the School of International Hospitality and Tourism Management

St. Dominic College of Asia

City of Bacoor, Cavite

In partial Fulfillment of the requirements for the

QUALITY SERVICE MANAGEMENT

BY:

Medalla, Jan Karl C.

A. Table of Contents
I. How to Empower Employees in the Hospitality Industry
A. Why Employee empowerment matters
B. Resume Objectives for Hospitality
C. Clearly Define Service Standards
D. Role Playing Training
E. Reward Effective
F. Discuss Alternatives
II. Employee Empowerment and Its Risk
A. The Employee Empowerment Wheel
III. How Can Hotel Managers Motivate Their Employees
IV. Strategies for effective communication
V. Skills Needed for The Hospitality and Tourism Industry
VI. Non-Verbal Communication
VII. Top Hospitality Trends
VIII. Reflection Paper

A. Describe objectively what occurred,

(Give the details of what occurred. What you do, Read, and Observe.)
B. Evaluate what you learned,
(Make Judgment connected to observation you have made. How was this useful? What is
your opinion about this experience in this study? What is the value of this experience in
this study. What do you think of this Training?)
C. Plan How this Study and learning will be applied.
(Comment on its relevance to your course, program, future career, and/ life. How this
study and learning apply in the future.)
I. How to Empower Employees in the Hospitality Industry
Giving employees on the front lines the power and responsibility to make decisions is known as
employee empowerment. Giving your sales, service, and kitchen workers the freedom to make decisions
may boost morale and enhance customer service when it comes to handling issues. A first step in
empowering employees is to show them appreciation and provide a safe working environment.

A. Why employment empowerment matters

Employees have one of the most important responsibilities in a business; without the dedication
of each employee, a business cannot succeed. Because they represent the company's greatest asset, it is
crucial to empower every employee. They may be motivated to exert their utmost effort for the
company's success as a result. Each employee may become a good leader by being empowered, and
team members can live their best lives while putting in their best effort at work.

B. Resume Objectives for Hospitality

It is crucial to have a spectacular resume when looking for a job in the hospitality industry since
it will be the first step in getting the position. You must have a clear message and objectives that you can
convey during your interview if you want to create an outstanding resume. A resume should include a
particular line outlining the position you are applying for, what skills you will bring to the role, and a
straightforward summary of your goals.

C. Clearly Define Service Standards

A service standard outlines the conditions that must be met by a service in order to prove its
suitability for the task at hand. For example, the standard for resolving customer complaints may include
definitions, indicators of service quality and their levels, or a time frame for fulfillment. By improving the
quality of the services supplied, standards for services may benefit both Europe's service providers and
their clients. This might be in terms of safety or better customer-service provider communication.
Service standards may increase consumer and client confidence, cut expenses, and expand company
opportunities

D. Role Playing Training

Participants in role-play training act out scenarios while being guided by a trainer as a learning
method. Employees who receive this kind of training may feel more certain about their skills and ability
to succeed in their employment. Role-playing exercises can assist you in preparing employees for
challenging or unexpected work scenarios. Role-playing training is an active learning technique that
calls for participants to act out real-world situations while being observed by a trainer or facilitator.
Participants may, for instance, mimic a conversation between a client and an employee. The facilitator
can then offer comments on how well the participants performed.

E. Reward Effective

Rewards are very important to all employees, because it serves as a gift for all their hard
work that they have poured into their company or employer. Rewards can also help to motivate
the employees to do better at their work because in exchange for doing better at their jobs they
will receive something as a recognition for them. It is a positive outcome that is earned
because of an employees’ performance. When an employee helps an organization in the
achievement of one of its goals, a reward often follows

F. Discuss Alternatives

A proposition or situation of choosing between two or more things, but only one of
which will be chosen. It gives an opportunity to all employees to choose what they most prefer
with something.

II. Employee Empowerment and Its Risk

Giving employees certain duties allows for speedier decision-making at a lower level for
a company functioning in the fast-paced, modern business environment. Many of the
fundamental processes and procedures that 'get the job done' and aid in the accomplishment
of the organization's strategic goal are often better understood by those at lower levels. Giving
individuals more freedom to make their own decisions would consequently seem to make
sense; this is known as empowerment. Employees' confidence levels typically rise when they
are given more control. This extra self-assurance is advantageous since it makes employees
happy and increases productivity. Confidence may, however, be overused and cross the line
into arrogance in some circumstances. Second, sharing important information with employees
is one-way employers give them more power. However, when information is freely shared
across an organization, there is a higher risk that private and sensitive information will end up
in the hands of individuals who shouldn't have access to it. Third, because they operate with
little to no supervision, empowered employees frequently lack experience. Finally, some
workers conflate having the capacity to do anything they want with empowerment and the
ability to make their own judgments. As employees are given the opportunity to take on more
duties, some can go too far. Interpersonal relationships inside the firm will degrade and
conflict-related occurrences will increase if this takes place. As tensions rise over time, a hostile
work atmosphere may emerge. This kind of circumstance is detrimental to both the labor and
the company.

III. How Can Hotel Managers Motivate Their Employees

As a manager, you play a crucial part in motivating employees to excel in their tasks and
support the company's culture. Managers provide their teams' support and care for their
workers, and they may utilize a variety of strategies to inspire people and develop as stronger
leaders. Managers may become better motivators by being aware of these strategies. This will
demonstrate your concern for them. Another method to cherish and invest in your workers is
to provide them with the chance to take part in regular training to learn new skills or refresh
their existing ones. Additionally, you may arrange casual encounters to talk about their
professional aspirations and future goals for their careers. By doing this, you will be able to
decide what you can do for your employees in order to help them to achieve their objectives. If
you do not provide your employees with the chance to grow and develop, they will look for
employment somewhere where they can do so. But most importantly be a role model because
success starts within who motivates all employees.

IV. Strategies for effective communication

A crucial aspect of the hospitality industry is communication. Effective communication is
crucial to the success of any hospitality business, whether it's interacting with customers to
guarantee their fulfillment or working with employees to deliver first-rate service. The
hospitality industry places a premium on effective communication skills since they may be used
to establish relationships with guests, settle disputes, and improve the experiences of guests in
general. It's easier to avoid misconceptions and miscommunications that might interrupt the
operation's flow when communication is clear and brief. Here are some methods for motivating
employees and successfully communicating with your team throughout your whole company:

 Keep it genuine - When communicating, be as truthful as thorough as you can. Be open and
honest with the employees and let them know if there are any things you must keep private
for security reasons. Even if they lack all the necessary information, they will value your
honesty and are likely to be more supportive, which will lead to more engagement.
 Empathize - It's crucial to show empathy and genuine concern for the individuals you work
with, even when professional interactions require some limits when it comes to interacting
with coworkers. When it comes to working together, it will be challenging for them to care
about you if you don't care about them.
 Focus on Consistency - Align your communications with the purpose, vision, and values of
your business. The employees will grasp the "why" behind a choice or change in course
better if you explain it to them. This fosters a strong sense of teamwork and trust.
 Be flexible towards others - Be adaptable to other people's viewpoints and be receptive to
other approaches. Innovation and creativity are fueled by diversity.
 Value yourself and your own experiences - Be passionate about your own wants and rights.
When you don't value yourself, others will do the same. Expect to be treated nicely if you
provide your suggestions.
 Use affirmative feedback - Recognize other people's experiences when you speak to them.
Thanks for your input, everybody. Even if you disagree, acknowledge that they have a right
to their sentiments. Ask inquiries, share pleasant emotions, and provide constructive
criticism when you can.

V. Skills Needed for The Hospitality and Tourism Industry

The behaviors, resources, and expertise that enable service industry employees to foster
a favorable relationship between customers and the businesses that serve them are collectively
referred to as hospitality and tourism skills. Possessing abilities in hospitality and tourism
enables you to interact with people positively and plan your actions to meet their demands.
These abilities are a must for jobs at the front desk, in the guest services division, in a
restaurant, spa, hotel, or any other establishment where customers expect to have their needs
met.

By mastering a variety of abilities that will help you connect with others successfully, maintain
organization, and create a welcome environment at work, you may succeed in a hospitality and
tourism profession. Multiple hospitality abilities must frequently be used simultaneously in
order to respond to complex circumstances. You may practice the following techniques to
improve your hospitality competencies:

 Attention to detail - Observing every little thing that affects a customer's delight
requires attention to detail. High-end service establishments set themselves apart from
rivals by planning out every aspect of the client's experience.
 Patience - Being patient is a crucial ability for any career in hospitality or customer
service. Despite persistent difficulties or upsetting feedback from customers, hospitality
workers must be able to commit themselves to addressing a problem.
 Multitasking - Hospitality and tourism workers must manage huge numbers of visitors
at once while treating each one with the utmost respect. You can fulfill your objectives
and make each client feel valued by being able to multitask. Strong multitaskers can
take interruptions with ease and change their priorities to address critical circumstances
without affecting their overall workflow.
 Positivity - For work in hospitality and tourism, it's important to be able to keep a
cheerful mood no matter the situation. Customers demand courteous service at all
times, and a person who can stay upbeat can influence the team's conduct as a whole.
 Teamwork - Together with your staff, you may provide visitors with a satisfying
experience at every step of their stay by using your teamwork abilities. You can do more
 as a team when you work well together, providing guests with constant care and
around-the-clock attention.

VI. Non-Verbal Communication

Businesses require staff who can successfully engage with consumers and clients from
across the world given the advent of globalization and technology. More than simply, a solid
command of your first language is needed for this. Along with conventional language
proficiency, digital communication skills are becoming more and more crucial. Recognizing how
your body speaks and being able to connect with others who don't speak the same language as
you are crucial in the hospitality sector. Using empathy and compassion when you see a visitor
having trouble communicating is a crucial part of being a successful communicator. For
instance, it is possible that you may deal with clients from various backgrounds if you work in a
big hotel. A skilled communicator will be culturally sensitive and able to accommodate non-
verbal visitors, even if verbal communication in the hospitality and tourist industries goes a long
way. Education and training can help you improve these abilities. Strong communication
abilities may help you distinguish out from others and provide you with an advantage in the
employment market. Although technology is used more and more in the workplace today, face-
to-face communication skills are still crucial. They are really more crucial than ever in this field.

VII. Top Hospitality Trends

Trend refers to a change in behavior or a more extensive circumstance change.
Customer behavior shifts, innovative methods of delivering hospitality services, or a general
push to incorporate new hospitality technologies are all examples of trends in the industry.
Trends are frequently influenced by a variety of various reasons. For instance, a trend that has
emerged because of the development of technology like artificial intelligence is the increased
usage of machine learning and AI in customer service. Meanwhile, the development of virtual
reality technology has changed how many hospitality businesses advertise their goods. The
developments in hospitality are frequently influenced by larger global events. The COVID-19
pandemic is a notable illustration of this, since it prompted hospitality firms to concentrate
more on local markets, sanitation, cleanliness, and safety. Similar to this, businesses now
prioritize eco-friendly solutions due to worries about climate change.

VIII. Reflection
Due to the rise of globalization, which has also affected the majority of other businesses
globally, the hospitality and tourist industry has seen tremendous change in the previous few
years. The hospitality and tourism industries have definitely benefited from globalization as
seen by their recent tremendous development and widespread expansion throughout many
different parts of the world. In this regard, it is also clear that regardless of numerous growth
opportunities, the industry is populated by many businesses due to its profitability. This has led
to high levels of competition, which has forced business organizations in the industry to devote
a lot of their attention to adopting best practices and ensuring the efficacy of their workforces
in order to gain and maintain a competitive advantage over the surpassing organizations.

The largest and still expanding industry in the world is unquestionably the hospitality industry.
Whether it be in hotel, travel, recreation, assembly and event management, restaurants, or
managed services, there are several professions within the business that people may pursue.
Because accommodation includes hotels, motels, and resorts, it piques my personal interest.
Today's rapidly expanding organization offers a variety of industries to pick from in the
profession, but I chose the hospitality industry mostly because I enjoy taking satisfaction in
making other people happy. I'm aware that the hospitality sector places a high priority on
providing excellent customer service, and I'd love to make my career out of doing so. The fact
that the hospitality industry is globally recognized is one of the major aspects that appeals to
me. There are numerous hotels and resorts to choose from around the nation and the globe,
with a wide variety of work opportunities. I may work on a cruise ship in addition to in another
state or nation. It appears that there are countless job prospects in the hotel sector. Moreover,
the chance to travel to different countries.

You can develop talents by working in the hospitality industry that you cannot learn elsewhere.
It teaches you how to prioritize tasks, solve problems quickly, communicate effectively, be
humble, and how to have a positive attitude despite others' significant personal problems. The
hospitality industry will not only help you to do great in your job but also on how a better
person outside be an inside of the said industry, and you can apply these skills not only in the
industry but also in our daily lives.