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