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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?