Front Office and the Guests: Planning for Quality Service

Woods et al., Professional Front Office Management

© 2007 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

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.Lodging Is a Guest Service Business ‡ Service (Hotel): The process of helping guests by addressing their wants and needs with respect and dignity in a timely manner. NJ 07458. Upper Saddle River. All Rights Reserved. Professional Front Office Management © 2007 Pearson Education. 2 . Woods et al.

NJ 07458. ‡ Empowerment: The act of granting authority to employees to make key decisions within the employees¶ areas of responsibility.Developing a Quality Culture ‡ Quality: The consistent delivery of products/services according to expected standards. Upper Saddle River. 3 .. All Rights Reserved. Woods et al. Professional Front Office Management © 2007 Pearson Education.

4 . Professional Front Office Management © 2007 Pearson Education.Developing a Quality Culture ‡ Role of hotel senior managers in quality: ± They must consistently ³walk and talk´ the philosophy of guest service ± They must empower staff members ± They must establish systems that allow defects to be measured Woods et al. All Rights Reserved.. NJ 07458. Upper Saddle River.

All Rights Reserved. Upper Saddle River. and/or faster methods. NJ 07458.Developing a Quality Culture ‡ Continuous Quality Improvement (CQI): Ongoing efforts within the hotel to better meet (or exceed) guests¶ expectations and to find ways to perform work with better. Woods et al. less costly. Professional Front Office Management © 2007 Pearson Education.. 5 .

Professional Front Office Management © 2007 Pearson Education.Developing a Quality Culture ‡ Planning tools: ± Vision ± Mission statement ± Long-range plan ± Business plan ± Marketing plan ± Operating budget Woods et al. 6 . NJ 07458. All Rights Reserved.. Upper Saddle River.

Developing a Quality Culture ‡ Repeat Business: Revenues generated from guests returning to the hotel as a result of positive experiences on previous visits. ‡ Word-of-Mouth Advertising: Informal conversations between persons as they discuss their positive or negative experiences at a hotel. Professional Front Office Management © 2007 Pearson Education.. NJ 07458. Woods et al. Upper Saddle River. All Rights Reserved. 7 .

All Rights Reserved. Upper Saddle River.. ‡ Helping guests requires addressing their wants and needs: ± What do guests want? ± What do they need? Woods et al. NJ 07458.Planning Guest Service Processes ‡ Service is not the same as servility. Professional Front Office Management © 2007 Pearson Education. 8 .

. Upper Saddle River. 9 . Woods et al. All Rights Reserved. NJ 07458. ‡ Zero Defects: A goal of no guest-related complaints that is established when guest service processes are implemented.Planning Guest Service Processes ‡ Benchmarking: The search for best practices and an understanding about how they are achieved in efforts to determine how well a hospitality organization is doing. Professional Front Office Management © 2007 Pearson Education.

Upper Saddle River. Moments of truth can be positive or negative and may (but do not have to) involve the property¶s staff members. All Rights Reserved.Planning Guest Service Processes ‡ Moments of Truth: Any (and every) time a guest has an opportunity to form an impression about the hospitality organization. Woods et al.. Professional Front Office Management © 2007 Pearson Education. NJ 07458. 10 .

Professional Front Office Management © 2007 Pearson Education.. Upper Saddle River. Woods et al. All Rights Reserved. NJ 07458. 11 .Guest Service Is Delivered by Employees ‡ Accountability: An obligation created when a staff member is delegated duties/ responsibilities from higher levels of management.

All Rights Reserved. Upper Saddle River. Professional Front Office Management © 2007 Pearson Education. 12 .Guest Service Is Delivered by Employees ‡ Front office employees can be empowered to help guests after they: ± Learn about their service mission ± Receive the training and obtain the resources required to meet the needs of guests ± Show ongoing interest in providing exceptional guest service Woods et al.. NJ 07458.

Guest Service Is Delivered by Employees ‡ Strategies for empowerment: ± Accepting the philosophy that supports empowerment ± Pointing staff in the right direction ± Recognizing the role of the guest ± Removing the barriers that inhibit pride in work ± Monitoring work to assure that standards are consistently attained Woods et al. Upper Saddle River. NJ 07458. 13 . All Rights Reserved.. Professional Front Office Management © 2007 Pearson Education.

14 . NJ 07458. Professional Front Office Management © 2007 Pearson Education.Guest Service Is Delivered by Employees ‡ For empowering to be effective.. Upper Saddle River. FOMs must: ± Treat employees like adults ± Respect employees as individuals ± Recognize that employees can make significant contributions to the department and the hotel ± Ask for and utilize their employees¶ suggestions ± Trust their staff members ± Allow employees to find pride and joy in the workplace Woods et al. All Rights Reserved.

Upper Saddle River. Professional Front Office Management © 2007 Pearson Education. 15 . NJ 07458. All Rights Reserved.Guest Service Is Delivered by Employees Today¶s FOMs do not wait until problems become significant before they are addressed! Woods et al..