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Quality service in the international hotel sector: A catalyst for…
Quality service in the international hotel sector: A catalyst for strategic human resource development
The five characteristics of service management
Overall management perspective
Customer/ market driven
Holistic perspective
Quality as an integral part
Internal development
The drive for quality service in hospitality and tourism
Focus on customer perception and expectation intensifies
Quality service failure
Negative response from customer
Cultural conflict
Improve quality service
Need measuring service quality levels and identifying errors
Interactive feedback on communication process
Analysis of case organisation
Enabling factor
Environmental scanning
Integration with organisational mission and goals
Recognition of culture
Implementation factor
HRD plan and policy
Line manager commitment and involvement
Complementary HRM activities
Expanded trainer roles
Emphasis on evaluation
Hilton International Case Study
Background:
Business of hotel, betting and gaming, Living Well Fitness centres
Consist of 500 hotels across the world
having 6000 staff in total
Services quality through Equilibrium
High standard of services are offering to the customer
Highly depend on front line employee
Service quality through Esprit
Core value: Customer, Quality, People and Profit
Embrace employee recognition, respect and reward