Chapter 7: Total Quality Management (TQM) – Flashcards
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The Real Components of TQM
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Guests will overlook missing amenities if the product they came for is delivered. TQM begins in the guest room
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Bedding
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Mattress quality is key but there is more to a bed than a mattress. There are linens and pillows. Most hotels triple sheet their beds and provide 5 to 6 pillows
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Cleanliness
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Top concern, ranked higher than price, location, and amenities. Most noticeable in the bath Taken for granted, guests don't compliment how clean hotels are but definitely complain when it is lacking
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Noise
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Due to poor initial construction which is not easily remedied, limitations in budget leads to limited insulation
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Temperature
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Inability to control room temperature adds to the sleeplessness Central HVAC is far superior to individual room units
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Darkness
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Rarely do guest rooms have architectural lighting, usually rely on lamps
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Complaints
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Identify the complaint Preventing the complaint Handling face to face
