The Component of service quality system
service quality system is usually comprised of the followings:
1.Organizations of quality management.There should be specific organizations responsible for service quality managemant.It is also important to clearly state the responsibility and functions of each department,forming a meshwork of service quality management throughtout the hotel.
2.Objectives of service quality management.Service quality objectives are the derectory documents of a hotel,pointing out the way it should go.All the service quality standard will be made accordingly.
3.Criterion of service quality.How can a staff`s work or service ba judged good or not? Making criterion of service quality and work procedure will provide a standard.
The Operation Precedure of Serivce Qualtiy System
Hotel service quality management is dynamical,because hotel is an enterprise open around the clock.The successful operation of service quality system will ensure that hotel operation is under control all the time.There are four steps to make the service quality system function.
First,market research and analysis.Hotel service must meet the market need,i.e hotel should provide competitive service products.Then,market research and analysis are quite ennential to all the work followed.On the basis of market research and analysis,you should clearly state customers` need.In order to meet the need,hotel should adjust its service products.
Second,serivce design.It includes serivce standard,service control standard design and service quality evaluation design.There are several aspects that should be stated in the service standard design:
1.Quality standard of facilities in guest room
2.Quality standard of commodities in guest room
3.Quality standard of safety in guest room
4.Quality standard of sanitation in guest room
5.Quality standard of toilet in guest room
6.Quality standard of check-in service
7.Quality standard of handling guest`s special request
8.Quality standard of handling guest`s complaints
9.Quality standard of food and beverage service
10.Quality standard of check-out service
Third,service procedure.In this step,staff will provide certain service to guests according to standards of service design.Though the standard is fixed,it is quite hard to provide the very same service by different staff.Due to this flesibility,most hotels take the measure of service control.On the basis of regularly evaluating staff`s service and analyzing guests` advices or complaints,service quality control functionary will remind the staff of improving their service.
Fourth,service quality system evaluation.In a long run,hotel will collect information about service effect regularly and on purpose.Such information may come from customers or from other staff inside the hotel.Though the standard of service quality is fixed ,if the service effect is no good ,it is necessary to revise it.The function of this step is to find out the problems and solve them.
Human Resources Management in the Hospitality Industry
Shifting travel markets,world-class competition,and escalating operation costs are forcing hospitality and tourism organizations to pay more attention than ever before to the needs and desires of their customers.This means that companies are having to find ways to become more responsive and create greater value fot their customers.In other words,they are having to devise system to facilitate the delivery of improved customer service.
The quality of an organization`s service delivery hinges in part upon its people.How frontline personal act has a determining influence on customers` perceptions of service quality and,in turn,on the overall level of customer have an indirect impact on customer satisfaction by means of backup support they provide to frontline staff.
More effective human resource management practice are a prerequisite to improved service quality in the hospitality and toursim industry.It is based on two key premises:
1.Service in the hospitality and toursim industry involves an interpersonal transaction that take place between a customer and a human delievery system.It is the interaction between the frontline employee and the customer,known as the “service encounter” or “moment of truth” that has the most direct impact on the customer`s level of satisfaction and overall perception of the organization.However,all employees play a role in the service delivery process.To ensure consistently high service,it is important that these human resources be well-managed and that their talents be fully utilized.
2.The management of human resources is the responsibility of all managers and not just the concert of human resource specialists.All managers work with people in their department and have responsibility for a wide range of human resource concerns in their day-to day roles.Thus all managers-whether they work in human resources or in operations,marketing,accounting ,finance,engineering,or any other department- are “human resource managers.”
To take full advantage of their employees` skills as a key competitive weapon,managers must have a”people perspective” and take human resource issues into consideration as they formulate and implement business objectives and plans.Organizations whoes managers succeed in practicing effective people skills as they carry out their primary business functions are most likely to engender satisfied employees and repeat customers-both of which are ennestial to sustaining a competitive advantage into te 21st century.
Benefits and Relatives Merits of Different Advertising Media
Television
1.excels in reaching the mass consumer and market;
2.allows companies to keep product and brand presence in front of customers;
3.influence the mass consumer market to convert long-term to a particular product;
4.enables the promotion of corporate image nation-wide;
5.is made more powerful by the combination of sound,color and movement.
Press
1.allows specific socio-economic groups to be reached;
2.allows specific geographical regions to be reached;
3.allows more complicated mesages to be conveyed;
4.is less expensive than television.
Radio
1.is good for geographical targeting;
2.can reach identifiable market segments;
3.the costs of radio advertising are relatively low so repetition is easier.
Cinema
1.is good for reaching the youth market;
2.is good for consumer-segment targeting;
3.has good scope to use the impact of movement and sound;
4.geographically separate markets can also be catered for.
Poster
1.are good for specific targets;
2.are low in cost;
National Dailies
1.are expensive;
2.are only suitable for large multiple chains with nation-wide customers
Provincial Dailies
1.are good for local markets;
2.evening locals;
3.have high local coverage;
4.have high readership.
Weekly locals
1.have high local coverage;
2.have good readership over a priod of seven days;
3.are good for targeting housewives,senior citizens and long-term residents.
Trade Magazine.
are good for specific market segments.
Country Magazines
1.are upmarket;
2.are good for high cocio-economic groups;
3.have a high number of readers per copy
4.are retained over a period of time.
Monthly/weekly magazines
1.are good for specific target segment;
2.tend to be looked at more than once,by various kinds members of a household.
As for the outdoor media,their merits are also obvious.For example,rail advertising offers an opportunity to reach a broad audience,from daily business commuters to leisure travelers;the underground is a compelling media proposition for advertisers wanting to reach young,affluent city dwellers,commuters and the millions of overseas visitors who flock to the city.With its permanetly lit and highly visual environment,advertising on the undergroung weaves your product into fabric of city life.Bus advertising is certainly eye-catching and can take your message straight to the high street.
Market Segmentation in Tourism
When it comes to vacation home rentals, they come in all sorts of shapes, sizes and prices. From quaint cottages by the lake to luxurious beachfront homes right at the edge of the sea. Or, if you want, it could be a traditional, stone cottage in the highlands of Scotland, or a condo or apartment in the middle of a city of your choice, or perhaps a cabin in the middle of the woods or on a snow-filled ski slope. You can get properties that can accommodate single or more families, some you can get for short-term rentals, while others could be ideal for corporate housing. The prices of these vacation home rentals vary according to the location, the size, and of course the amenities. In other words, you can find one that will suit your requirements, taste, as well as budget.
Many vacationers are realizing that it is far more advantageous to stay at a vacation home rental and are choosing to do so whenever they travel on vacation. Some of the essential factors they look for are only available in vacation homes. For instance, apart from the extra space, where a whole family of four, for example, can have a room for each person if a 4-bedroom house is taken, there is the option to cook in the kitchen, and eat meals in the dining room. Many vacation homes also have Jacuzzis or private swimming pools.
Plus, people can maintain their own routines, having the freedom to come and go as they please, without having to be subject to hotel rules and regulations. In addition, when people travel in families or in groups, vacation home rentals turn out far cheaper than hotels, which charge per head. In fact, a vacation home is a home away from home like a hotel room can never be.
The following are a few things you should consider when you choose your vacation home:
If it is a short-term rental you are taking, check to see what the minimum days you can stay are. While some places will allow just five days, others will let you stay even up to a month.
Check to see if the house is well maintained. Also, find out what the services are that come with the house and if they give anything free.
Check out the amenities that are supposed to be included with the house. If there is a swimming pool, find out if it is screened or heated. Also check out if extra charges will be added for the amenities.
Another aspect that you should consider is the type of house it is, especially if you have a toddler with you, or an elderly or disabled person. For example, a 2-story would certainly not be suitable in that case.
Houses with scenic views of the beach or mountains, or even close to an amusement park, are preferable.
Check out with friends and relatives about the vacation homes they have experienced living in. They can tell you what to watch out for. (more…)