Service quality from the guest's view: Manual for more service quality in hotels and restaurants
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About this ebook
We describe some of the trends in the hotel and restaurant industry, but also some of the characteristics of the same, in this piece. The focus lies on service-quality seen from the guest´s point of view. Our practical checklists with more than 100 criteria for evaluation of the service quality help to analyse the service quality in hotels or restaurants. This is completed by the guest questionnaires.
Frank Höchsmann
Frank Christian Höchsmann É um economista de negócios e auditor de qualidade de acordo com a DIN EN ISO 9000 ff. Ele pode contar com muitos anos de experiência internacional como representante, gerente e auditor de qualidade. Ele trabalhou para empresas e organizações internacionais durante vários anos. No decurso da sua carreira, foi formador de mais de 12.000 profissionais e gestores. Foco: Gestão de qualidade e sustentabilidade, bem como gestão de projetos internacionais.
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Service quality from the guest's view - Frank Höchsmann
description
Preface
Competition has increased dramatically in the hotel- and gastronomy sector. In addition to that, the expectations, wishes and demands of potential guests have changed substantially. So we have to take these factors in consideration as quality requirements, in order to compete in the market.
Our here described concept depicts international and regional trends, describes what an offer should like and the most important elements in quality and service quality from the view point of the guest. It also includes detailed checklists with over one hundred criteria for quality, in order to implement service quality into dayto-day work.
Our checklists have been proved successfully in several workshops and mystery tests. They have been useful in both, hotel chains and medium-sized hotels and restaurants.
Our checklists are being updated constantly, due to the continuous changes in guests´ expectations. This way the innovative hoteliers and restaurant-owners who implement our concept can and will have an effective system for quality measurement and control at their disposal.
We also provide questionnaires to be filled in by the guests, as to enhance hoteliers and restaurant owners to measure servicequality in a quick manner from the view of the guest. The questionnaires contain ten questions with ten different evaluation options, which have been adopted by hotels top of their class.
Objective
What this well-reviewed concept aims at, is to be able to understand service-quality from the guest´ view and thus to act customer-oriented. We have to ask ourselves the following questions: What is the modern and informed guest expecting? What perception does the guest have from our facility? How can we surpass the expectations? In order to answer these questions hoteliers and restaurant owners have to slip into the guest´s shoes.
Target group
Our target group for the workshops and reference book is hotel and gastronomy staff, how have direct contact to guests.
The topics of this book have been constantly updated with the help of feedback from previous participants of our seminars.
Trends in the hotel and restaurant business
International trends in hotel business
Increase in number of themed hotels, fun hotels o Online reviews and bookings
Conventions and conferences in hotels
Quality oriented guests
Environmentally conscious guests
Issue of loyalty cards or guest discounts (VIP cards)
Investment of tour operators in hotel chains
Mergers of independent hotels to co-operations
Expansion of hotel chains
Hotel rooms with High-Tech Centres
International quality-management systems
Mega-hotels (over 750