St. Raphael Hotel, Limassol : Thursday 26 April, 2007 Upgrading Quality Guest Service through...

St. Raphael Hotel, Limassol : Thursday 26 April, 2007

Upgrading Quality Guest Service through

Training & Development

Quality Improvement Systems related to

Guest Service

Christine Jaletzke

Quality & TrainingTrends: My observations…

• Past Quality Control - Factories• In the 80‘s large hotel companies had highly developed Training,

Education and Development strategies• The 90‘s - Quality ISO Systems e.g. London• Today: „The Big Boys“, have Training & Development Systems in

place e.g. „Talent Leadership“• Smaller companies (in Germany) replace traditional HR Depts. with Quality & Training Managers

There appears to be an emphasis on:

Training to achieve : Quality Guest Satisfaction Quality Training/Development to achieve Employee Motivation/Satisfaction

Training steps into Quality

Quality Improvement Systems related to Guest Service

Training

Steps into

Quality

And away from traditional Human Resources structures

What is Quality?

Quality means…

Different things

to different people!

• A Complete Change• A Quick Fix• Something in between

Priority : Back to Basics

Consistent Standards

and then, Quality Improvement

Quality Standards…

Need to define:Guest Expectations Hotel Service StrategiesWork Systems Measurement Tools

(Service & Product / Hardware)

The standards also need to be constantly checked, reviewed and improved

Effective Quality Standards

Must be…… “User friendly” - Easy to understand,- Easy put into practice,- Simple to use- Realistic - Achievable- Easy to measure- Meet Guest Needs- Meet company goals and be in line with values/philosophies

Only then can objectives be achieved and controlled

Systematic Quality Concepts

3) Check, Control, Review

A) Define Quality Standards &Establish them in a visible form

B) Set Goals /Plans

Systematic Quality Concepts

What has this got to do with Training & Development???

3) Check, Control, Review

A) Define Quality Standards &Establish them in a visible form

B) Set Goals /Plans

Training Needs Analysis….It‘s all about looking in the Mirror!

Identifying Training Programmes to improve Quality Guest Service

MANAGMENT TEAM

SUPERVISOR

OPERATIVES

PEOPLE SKILLS

TECHNICALSKILLS

CONCEPTSKILLS

Technical Skills = Job Tasks and Standards

People Skills (Behavioural, Communication etc) = Guest &/or Team related Standards/CompetenciesConcept Skills = Company Values/Philosophies, Competencies,Systems

e.g. Planning, Organisation, Teamwork

Examples of Training Programmes

TRAINING

Business Related Skills(Profit/ Productivity) = Effectiveness

People SkillsGuests/Teams Training needs to be flexible

Only when both axes are addressed, can a company grow and develop – its business, its employees, and achieve efficiency and quality guest satisfaction

€

G.M.

Executives

Department Heads

Supervisors

Operatives

„We need Training for our Teams“

„We need

Training“

„We need Training für

and Development“

„We need

Development“

„We

need

Training“

Customer Driven Quality

- All roads lead to Rome - JUST A MATTER OF PRIORITY!!!

• Orientation & Dept. Orientation• Fire, Safety, Anit-Terrorist/Bombs etc)• On-Job Training : Standards• Languages• Business English• Train-the-Trainers• One-Step-Ahead – In House Sales• Turning Complaints into Quality

Solutions• Sales & Marketing Programmes• Cross-Exposure Training – Internal • Cross-Exposure Training – External• Presentation Skills • Assertiveness• Self-Management Skills• Time Management• Importance of Hygiene/Cleanliness &

Tidiness• Fidelio Sales & Event Management• Yield Management• IT

• Performance Appraisal Training.• Product Knowledge : Tea, Coffee, Wine,

Beer, Cheese, Food Tasting (Menus) In-Room Technology e.g. Wireless Lan etc.

• Leadership/Management Skills• Supervisory Skills• Cultural Awareness• Protocol & Etiquette• MBA/External Business Education• Financial Mgt for non-accountants• Speaking to the Media (TV & Radio)• First Impressions – Make up/Hair/Colour

and Style Consultancy• Teambuilding• Keyboard Skils & Computer Programmes:

Word/Exel/Powerpoint, Stores, etc. • Successful Meetings• Running Effective Workshops• Anticipating Guest Needs • Interpreting company values and

philosophies

Systematic Quality Training

Plan

Implement

Evaluate

Identify Training Needs

1

2

3

4Training is a

continuous process

Corrective and Continuous Training

Corrective Training

CoachingContinuous

Training

Qualität

Training for improved quality

Service

Job TasksSystems

At Operational Level

The Big Picture – towards Quality Improvement

StaffManagement

Owner

Customer

Asset ManagementBusiness DevelopmentFinancial Performance

RecognitionReputationDevelopment

Vision/LeadershipTeamworkPerformance

ImageQualityRecognition

Hotel QualityImprovement

Creating a Vision & Mission

helps steer the business towards a Win-Win

situation for everyone

VISION = FUTURE REALITY

MISSION = COMMITMENT

Stages of Commitment to Organisational Change

Degree of support for the change

Time

Awareness

Understanding

Acceptance

Commitment

Contact/Interest

Awareness of Change

Understanding of Change

Appraisal/Trial

Adoption

Internalisation

QUALITY SERVICE MODEL

SERVICE SYSTEMS

EMPLOYEES(all levels)

QUALITY SERVICE

STANDARDS

GUESTS

VISION

STRATEGIES

MISSION

PRODUCT

Breakthrough Change vs. Incremental Change

TIME

BIG STEPS

GOAL

Breakthrough

Change happens at the level of Leaders & Change Agents

SMALL STEPS

Progress

GOAL

Change happens at the level of Workers and Managers

Willingness to Change

The traffic light concept

PROBLEM SOLVING

FISH BONE DIAGRAM

PROBLEM

PEOPLE

CORPORATE CULTUREPOLICIES & PROCEDURES

STANDARDS

PROCESSESSYSTEMS

OUT OF DATEWORK PROCEDURES

EQUIPMENT

USED TO IDENTIFY THE SOURCE

OF THE PROBLEM

Synergies of Successto achieve

quality improvement

Synergy of Thoughts.

How to solve the problem

Synergy of Ideas.Ideas developed.

How to get results Synergy of Actions

Defined strategies to reach the aim. Critical Paths,

Objectives, Action Plans, Deadline Dates, Measurement of Achievements, Teams involved,

Persons responsible.

Synergy of Feedback promoted by

achieving resultsevery step of the way

Synergy of AchievementResults of all

actions leading to the same target

Get people working in teamsor Project Teams to achieve Quality

Improvement

Stewarding Team

Kitchen TeamF&B Service Teams

TIME

SMALL STEPS

Progress

GOAL

Perseverance & Feedback

Training Steps into Quality

1 extra degree of effortMakes all the difference

* Visionary Leadership* Focus* Positive Attitude* Kindness - Respect* Belief – Enthusiasm – Passion* Involvement – Responsibilty* Perseverence

Competencies

Questions ? ?? ?

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Thank you

Comments?