la importancia de la calidad de los servicios en la hotelería moderna - oscar gómez

8/4/2019 La importancia de la calidad de los servicios en la hotelera moderna - Oscar Gmez

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Quality ServicePhilosophy


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Quality Philosophy as Universal Baseline

Culture &Training

Standard (Services & Facilities)

Quality Philosophy


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Hotel Product

FacilitiesService


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WHAT

Brand Standard of Service & Facilities

Meet & Exceed Guest Satisfaction

World-ClassBrands


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HOW

ServiceProcesses

OperationalExcellence w/

InspirationalService


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WHY

Virtuous Business Quality LoyaltyStrategy

Principles Standards

Cultivate Customers,Care More


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Virtuous Business Strategy

Permanent Improvement

Zero Defect

Overall Satisfaction Guest Retention


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QUALITY PRINCIPLES

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2

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5

6

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Hotel Factor:-High Service Quality

- Cleanliness is absolutely Vital

- Guest Recognition

- Further Guest Assistance

- Reservation Service Process

- Arrival & Check in Service Process

- Check out Service Process- Room Service Quality

- Laundry Valet Service

Loyalty Standard


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100% Guest Retention

Actual Guest

New Guest

Lost Guest

OSAT=

100% Guests Retention

Grow Smart,Grow Fast,and, GrowTogether


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Tracking System Tool

Working Methodology aimed atguest experience improvement by:

Guests Problem Resolution andPreferences achievements, through:

Asking guests about the experience

Data entry of guests comments andcomplaints

Contacting guest for satisfactionimprovement

Root causes problem eliminating

Data entry of guests preferences


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Tracking System Tool

Reporting: Email to Head Department of

comments/complaints entries

Email to GM and Head Department ofcomments /complaints not resolvedwithin 48 hours

Email to Head Department of GuestPreferences 24 hours before checking in


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GUETS SATISFACTION SURVEY (GSS)

Internal audit to gauge guest LoyaltyStandards so that to eliminate brandStandards deviation in advance

It is performed by Trained Employee

The revision is on semi mysteryshopping basis, where only the HotelGM is noticed


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OPERATIONAL RETENTION INDEX (OPRI)

TODAY corrective actions taken sothat to achieve OSAT=100% GuestRetention in Future, next month

Index components are the GSI KeyDrivers and Loyalty Standards

Problem Identification index Goaland Problem Resolution index Goalare also components


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REPORTING SYSTEM (RS)

Reporting systemDashboard: GSI/GCM/BAP/GSS/OPRI

Guest Retention Analysis by client type

Guest at Risk and Revenue at RiskGSI Evolution

Problem Resolution

Operational Retention Index (OPRI)

Released on monthly basis


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Brand

Standard

Meet & Exceed

GuestSatisfaction

Guest

Retention

Long Term

Business

BrandingPromise

Loyal Guests

Emmotional Connection

Understanding Guests

100% Employee Satisfaction

People Development

Talent Retention

QualityValueChain

EmployeeFinding

Talentrecruiting

Trainingongoin

la importancia de la calidad de los servicios en la hotelería moderna - oscar gómez

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