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Dear Readers, 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.
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Dear reader
Dear participants of seminars
You have chosen one of the most interesting topics.
Congratulations!
Since the beginning of the century we have conducted our courses over 60 times with almost 500 participants from over 20 countries of the world. Therefore, we can proudly say, we have performed in three languages.
The seminar has evolved to “Service quality from the guest’s view” from “Quality in the Hotel-Sector” or “Service-Quality in the Gastronomy-Sector”. These were focused on the hardware of the sectors, such as the building itself, furniture, elevators, and so on.
The transition from the focus on quality to the focus on service quality took place on our part already in the year 2000.
Soft-skills, like cordiality, friendliness, honesty and others are now our main point of attention. Implementing these soft-skills leads to customer satisfaction and retention.
The only thing important is what the guest expects, desires and conveys. This is why we always consider the guest´s view.
I hope you enjoy interesting and creative moments with this copy of „Service quality from the guest´s view“.
Frank Höchsmann
Berlin, 16.08.2014
Preface and objective
Trends in the hotel and restaurant business
Characteristics of the hotel and restaurant offerings
Elements of quality of hotels and restaurants
Service quality from the hotel guest´s view with checklist and guest questionnaire
Service quality from the restaurant guest´s view with checklist and guest questionnaire
Final review and best practice
HOTQUA -a brief description
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.
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.
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.
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 rooms)
Constant staff training
New target group: 50+ best agers?
Increase in business trips, short getaways and culture trips
Dumping pricing of first-class-hotels on the weekends
Expansion of co-operations and international hotel chains
Extremely quality-oriented guests
Holiday hotels struggle for survival
Hotel boom in metropolises
Improvements in quality through renovations, refurbishments
and expansion of services
All inclusive/ complete service
Increase in conventions and seminars held at hotels
Increase in environmentally-conscious guests
Themed hotels rather than just a room to sleep in
Extremely quality-oriented guests
Increase in environmentally conscious guests
Organic food and products
Convenience food
Expansion of Asian cuisine and chain restaurants
Finger food and tapas
Vegetarian food
High-Tech Kitchen
Innovative regional cuisine
International quality management systems
Constant staff training
Restaurant inside restaurant and specialty restaurants
Issue of loyalty cards or guest discounts (VIP Cards)
Mergers of independent restaurants to co-operations