HB 105 – Flashcards
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• Definition of a term "service management"
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How to treat a guest to such a wonderful experience that they will rave about it and bring friends and clients in frequently. Winning internal and external customers Making a difference in your professional career choice
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• Definition of a term, "service"
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An act or performance offered by one party to another.
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• Know differences between goods and services
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Services are intangible Services have a greater involvement with customers than in production Difficult for customers to evaluate Greater variability in inputs and outputs
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• Critical elements of excellent service
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Have quality products Know your customers Engage your employees
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• Jack Welch's leadership: based on a video and class slides
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Said leadership is leading, influencing and guiding people He had a lot of energy and was innovative Treated his family like a family business He was very fair and straight forward with his workers Said business is like a game
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Leaders
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focus on people guide people build inspire
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Managers
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ask people to follow rules Focus on things do things right control Plan
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• What is leadership?
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The action of leading a group of people or an organization
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Tangibles:
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Physical facilities, equipment, appearance of your staff. Do what the guests see, hear, touch, smell, and taste "fit the image" & mission of your brand?
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Reliability:
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Ability to perform the promised service, dependably and accurately. Do you keep your promise (i.e. meet or exceed expectations) to your guests?
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Responsiveness:
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Willingness to help guests and provide prompt service. Do employees anticipate needs and shift to where help is needed?
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Assurance
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Knowledge and courtesy of employees & their ability to convey trust and confidence. Do your guests feel that your staff is well trained & that management supports staff?
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Empathy:
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Caring, individualized attention that you provide to your guests. Do your guests feel valued and special?
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• Generation Y employees
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Born between 1981-2000 Referred to as millennials, gen y, Internet generation Higher value on freedom, flexibility, and responsibility for their jobs Likes to work together, teamwork Likes instant feedback and value family work life balance Lower levels of job satisfaction and less loyalty
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o The three keys for the success in the hospitality business
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1) Strict adherence to quality standards 2) Positive attitude and commitment to building guest relationships through exemplary guest service 3) Total commitment to guest and customer service
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o Weakest part of the hospitality industry
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The hb industry has an extremely high turn over rate. The big challenge is trying to find the good employees who will stay.
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o Why building relationships is important?
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-Internal relationships: Promotions, sense of accomplishment, satisfying the wants and needs of your colleagues, guests/others -External relationships: A major success in business and life. (his ex, class ring and talking to our class)
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o Service quality triangle
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It includes staff strategy and system
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o Four Seasons Hotels & Resorts History
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First Four Seasons was opened in Toronto in 1961. Was marketed as a motel, and constructed as, "an oasis for business travelers." Started focusing on the luxury and customer service aspects in the 1970s. Company has grown to operate 90 hotels in 36 countries.
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o Four Pillars of Four Seasons Hotels & Resorts' Business Model
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• QUALITY Service culture brand
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• 3 P's
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people, product, profit
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Quality:
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We will only operate medium-sized hotels of exceptional quality with an objective to be the best."
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service
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True luxury will be defined not by architecture or décor, but by service. So we must make the quality of our service, our distinguishing feature and a competitive advantage."
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Culture
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We will create a work ethic based on the Golden Rule to give our people a framework to pursue a superior service culture." (Golden rule: treat people as one wishes to be treated)
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Brand
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We will grow as a management company and build a brand name synonymous with quality."
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• Internal Marketing
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Value employees as internal customers Get them to stay and service customers well
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• Fortune 100 Best Companies for Employees
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HB companies in the top 100 include.... Kimptons Hotel, 4 Seasons, Darden, Marriot, Hyatt
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• Six categories of HR practices by the best hospitality companies for employees
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1) A culture of caring for employees and open communication
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HR
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2) Flexible scheduling to meet the needs of the changing workforce.
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HR
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3) Innovative methods to attract, select, retain a loyal and competent workforce
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HR
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4) Training programs that are viewed as an investment in people with emphasis on career tracks and promotions from within.
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HR
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5) Performance management systems that are aligned with organizational objectives
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HR
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6) Compensation programs that reflect the value of the organization and link pay to performance
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Walleys story
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To get my customers to their destination in the quickest, safest and cheapest way possible in a friendly environment. About a cab driver
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o Four practices of Fish Philosophy
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Play Make their day Be there Choose your attitude
