Providing Quality Services
Is it free money, according to nekotrye, or is it worth the money? When discussing quality often more questions than we can give answers. We now define what quality, consider the model, we find the relation between quality and marketing, will explain why quality is important, and consider how the firm hospitality, tourism services and other areas of hospitality can improve the quality of their services. Quality in such service areas is very different from the quality in manufacturing firms. Product company engaged in the hospitality industry, is produced and consumed simultaneously, whereas the production and consumption manufacturing firms are separated in time and space. It gives manufacturing companies the time to check and remove defective products before consumers receive them. Defective products are the company money, but not so much like a client who refuses to buy the product or return it as defective. In hospitality services companies in periods of high demand for their services is very difficult to ensure quality control. Thus, achieving quality in the service sector – an important task, which provides entrepreneurial success.
The following example illustrates how mistakes can be admitted in the high season and during periods of congestion serving staff. A client has reserved a hotel room. At this time, a new hotel offered special reduced rates for those who lived nearby, to acquaint them with their services and thus create conditions for the positive feedback of the local population. Information about the hotel states that check after 2 hours of the day. But when a customer arrived at 2:30 pm, the clerk at the register said that while there is no vacant rooms and asked to wait. An hour later, the clerk announced that the room is ready.
Guest came in the room, opened the door and saw a few people in the room, then he returned to the registration desk and reported it to the clerk. Puzzled by the clerk checked the computer data, and then made a few phone calls. As a result, he found that the charge of the sale was meant to show the room to potential guests, but do not bother to delete it from the list ordered numbers. In normal times it would not create problems, but this day was very much wanting to stay in a hotel and waiting rooms. After cleaning, room was made available to waiting guests. Reception desk clerk explained to his guest what happened, and asked him to return to the room. Later he was served champagne and strawberries with an apology from the manager. Activity in the hospitality industry involves a high degree of contact and coordination among employees and guests. But the absolute quality can never be achieved. Employees will make mistakes, and the system will fail. The quest for quality – an endless process.