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  • QSM Criterion

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    arzyryldecasa73331
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    The document outlines criteria for evaluating service quality using mystery guest assessments. It rates 6 principles on a scale of 100%: cleanliness (15%), staff behavior (15%), communication (10%), services/products (20%), personalization (10%), and overall guest experience (20%). Each principle lists details that will be evaluated such as cleanliness of the area, staff courtesy, use of local language in communication, personalized and sustainable practices, and meeting guest expectations. Proper grooming of staff is also evaluated (10%) based on uniforms, hair nets, and hygiene. Feedback/reviews will be provided for each principle.

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    Qsm Criterion

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    The document outlines criteria for evaluating service quality using mystery guest assessments. It rates 6 principles on a scale of 100%: cleanliness (15%), staff behavior (15%), communication (10%), services/products (20%), personalization (10%), and overall guest experience (20%). Each principle lists details that will be evaluated such as cleanliness of the area, staff courtesy, use of local language in communication, personalized and sustainable practices, and meeting guest expectations. Proper grooming of staff is also evaluated (10%) based on uniforms, hair nets, and hygiene. Feedback/reviews will be provided for each principle.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    4 views2 pages

    QSM Criterion

    Uploaded by

    arzyryldecasa73331
    The document outlines criteria for evaluating service quality using mystery guest assessments. It rates 6 principles on a scale of 100%: cleanliness (15%), staff behavior (15%), communication (10%), services/products (20%), personalization (10%), and overall guest experience (20%). Each principle lists details that will be evaluated such as cleanliness of the area, staff courtesy, use of local language in communication, personalized and sustainable practices, and meeting guest expectations. Proper grooming of staff is also evaluated (10%) based on uniforms, hair nets, and hygiene. Feedback/reviews will be provided for each principle.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Mystery Guest Assessment: Applying Guestology Principles to

    Evaluate Service Quality


    CRITERION
    Principles Details Rate
    (100%)
    Cleanliness  The area must be neat and clean.
     Trash cans are available
     Hand Sanitizers/hand washing area 15%
     No flies, bugs, or any other insects
     Proper hygiene
    Staff Behavior  Courtesy
     Welcoming
     Patient
     Entertaining 15%
     Reliable
     Accommodating
     Serviceability
     Well-mannered
    Communication  Uses formal communication
     Uses local language
     Clarity 10%
     Tone
    Services, Product,  IHIP
    Service Product  Quality
     Value 20%
     Strategy
     System
     8 Dimensions of quality for Service Product
    Personalization  Versatile
     Trendy
     Unique 10%
     Eco-friendly establishment
     Implements sustainable practices
    Over all Guest  Aesthetic
    Experience  Conformance
     Features 20%
     Reliability
     Meet and exceed the expectations of its
    guests
    Proper Grooming  Wearing proper uniform
     Wearing hair net
     Proper personal hygiene 10%

    Principles Feedbacks/Description/Reviews Rate

    Cleanliness
    Staff Behavior
    Communication
    Personalization
    Overall Guest
    Experience
    Proper
    Grooming

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