Good morning

Good morning ! Today I would like to present you my essay" Customer service in hotel business" .  My presentation will be given in 3parts .The first deals with service quality and total quality management and technologies in service quality . The second part relates to  benchmark of customer service.2 hotel's experiences were studied.and the last part concludes with recommendations.

The interest of this issue is in resulting of service  quality in high value clients.

There are the goals of the presentation :

- to look at principles of customer service quality

- to study experience of hotel chains

-to make up recommendations

That brings me to the next point. Total quality management . It is a strategy  to evaluate the quality of their procedures.

TQM is an integrated system of techniques and trainings:

Commit to Quality. Making quality a number-one priority requires an organizational culture to support it, and only top leadership can foster a TQM culture.

 

-Focus on Customer Satisfaction. Customers are concerned about quality and, in fact, define it for the organization.

 

-Assess Organizational Culture. A select group of top managers and employees from different parts of the company should examine the organization, with a focus on its culture, and assess the fit between that culture and TQM's principles.

 

-Empower Employees and Teams. Although TQM is led from the top, the real work occurs "bottoms-up." Empowering employees and teams requires training them to use their authority effectively.

 

-Measure Quality Efforts. The ability to gauge your efforts toward superior employee performance, streamlined decision-making, supplier responsiveness, and improved customer satisfaction is endemic to the TQM process.

 

That s all I have to say about total quality management ,let me turn now to technologies in service quality.

 

Broadly, current applications of computer technology in the hospitality and tourism industries can be grouped into three main areas: operational, guest services and management information.

The social media frenzy has taken the world by storm the last few years.By 2015 this will become truly integrated in the hospitality decision-making process, representing both threats and opportunities for the industry.

As mobile technologies will increasingly be at the heart of the consumer -brand interaction it offers a plethora of opportunities for customisation ,communication,promotion and loyalty.however, the overall spend on technology in the sector still lags behind other sector.

 So The diffusion of the system of information technologies in hospitality will increase the efficiency, quality and flexibility with which travel services are supplied.

 

 

Now, let's move away from the first part and switch over to the next part of my presentation -best practices of customer service.Being a leader in upscale hotel chain industry, The Ritz-Carlton Hotel took a unique path to compete with its rivals. Ritz-Carlton Hotel Co. became the first hotel company to win the Malcolm Baldrige National Quality Award.Now, Ritz-Carlton is the benchmark used by AAA and Mobil in rating lodging properties.

To provide a superior service ritz -Carlton takes the following meseares:

-implement ion of total quality management .for instance empowerment . It means giving employees the responsibility for solving guest's problems. If a client encounters a problem the employee will have to break away from his normal routine take an immediate positive action.

-Quality-management programs.The executives meet weekly to review service-quality measures , guest satisfaction ect . Appriximetly one-fourth of each executive s time is devoted to quality -related matters.

-Gold standards:the credo,the motto  this motto exemplifies the anticipatory service provided by all staff members , the 3 steps of service

 

Let s look now at implementation of technologies in Hilton international .

Technologies. Hilton International use computers in their core-information processing centers of marketing and distribution, front-office, back-office and food and beverage control. Information technologies are diffusing in eight key areas of hotel operations:

1marketing, distribution, reservations and sales;

  2 telecommunications;

3 guest accounting;

4 room management;

5 back office;

6 food and beverage control;

7 energy management;

8 safety and security.

 

 

 In conclusion I would like to recap giving some recommendations.

​In hotel and resort, the service quality is integral for long term survival. Therefore each company should take the service quality as serious management philosophy and have to adopt theories and models to identify gap between expectation and perception.

 To be competitive componies should :

-make service quality number one priority in their strategy

- implement total quality management . The Ritz-Carlton experience teaches a focus on customer satisfaction must be built into the management processes of the organization and supported through an integrated system of information analysis, total employee participation, training, and the continuous effort to improve service quality.

-implement new technologies and Internet in  their business .

The overal spend on technology in the sector still lags behind other sectors.The integration of computers and communication technologies allows hotels to control their internal operations and external operations from a single integrated management system.