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Dhruba Mandal
SERVICES MANAGEMENT IN HOTEL INDUSTRY
One star Should be clean comfortable and well mentioned
Two star hotel offer the basic quality of one-star plus additional features including a restaurant
A three-star hotel is one offering a truly excellent lodging experience
A four-star hotel is luxurious and characterized by attention to detail and the feeling that guest comfort and convenience are the priority concern
A five-star property is an elite property that is ranked superior in every area of the rating system
Hotel Rating System
Organization of Hotel Functions
Revenue Management strategies utilize below tool to attain certain revenue goals
GOPPAR Gross Operating Profit Per Available Room is equal to total revenue less
the total departmental and operating expenses
GOPAR = Total revenue ndash Total Department ndash Total Operation Cost
RevPOST Revenue per Occupied Space Time is a measure of the Revenue Efficiency
of a Group or of a Hotelrsquos utilization of its Function Space
RevPAR Revenue Per Available Room is a metric commonly used to measure
financial performance in the hospitality industry It is a function of both room rates and
occupancy
RevPor Revenue Per Occupied Room is used by Hotels to evaluate the Revenue
Contribution of a Group is most often viewed by Revenue Managers in comparison to
budgeted targets anticipated demand and Year-Over-Year figures in order to determine
the rates concessions and contract terms offered to Meeting Planners
Hotel Revenue Management System
Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same
Hotels are generally divided into three major functional areas
1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping
2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service
3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas
Hotel Operations
The Rooms Division is the heart of the hotel
It is the main business of the hotel and the main source of revenue
Rooms can contribute 70 percent or more to overall revenue and even more to profit
The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads
The center of activity in the Rooms Division is the Front Office
The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities
Rooms Division
Rooms Division (Reservation Department hellip)
Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department
The Reservations department is responsible for taking reservations
Reservation system (contd helliphellip
The price of each of these units is called the room rate
Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms
The Reservations department attempts to maximize(1) room rate and (2) occupancy rate
Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate
Food amp Beverage ndash Hierarchy Chart
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
One star Should be clean comfortable and well mentioned
Two star hotel offer the basic quality of one-star plus additional features including a restaurant
A three-star hotel is one offering a truly excellent lodging experience
A four-star hotel is luxurious and characterized by attention to detail and the feeling that guest comfort and convenience are the priority concern
A five-star property is an elite property that is ranked superior in every area of the rating system
Hotel Rating System
Organization of Hotel Functions
Revenue Management strategies utilize below tool to attain certain revenue goals
GOPPAR Gross Operating Profit Per Available Room is equal to total revenue less
the total departmental and operating expenses
GOPAR = Total revenue ndash Total Department ndash Total Operation Cost
RevPOST Revenue per Occupied Space Time is a measure of the Revenue Efficiency
of a Group or of a Hotelrsquos utilization of its Function Space
RevPAR Revenue Per Available Room is a metric commonly used to measure
financial performance in the hospitality industry It is a function of both room rates and
occupancy
RevPor Revenue Per Occupied Room is used by Hotels to evaluate the Revenue
Contribution of a Group is most often viewed by Revenue Managers in comparison to
budgeted targets anticipated demand and Year-Over-Year figures in order to determine
the rates concessions and contract terms offered to Meeting Planners
Hotel Revenue Management System
Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same
Hotels are generally divided into three major functional areas
1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping
2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service
3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas
Hotel Operations
The Rooms Division is the heart of the hotel
It is the main business of the hotel and the main source of revenue
Rooms can contribute 70 percent or more to overall revenue and even more to profit
The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads
The center of activity in the Rooms Division is the Front Office
The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities
Rooms Division
Rooms Division (Reservation Department hellip)
Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department
The Reservations department is responsible for taking reservations
Reservation system (contd helliphellip
The price of each of these units is called the room rate
Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms
The Reservations department attempts to maximize(1) room rate and (2) occupancy rate
Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate
Food amp Beverage ndash Hierarchy Chart
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Organization of Hotel Functions
Revenue Management strategies utilize below tool to attain certain revenue goals
GOPPAR Gross Operating Profit Per Available Room is equal to total revenue less
the total departmental and operating expenses
GOPAR = Total revenue ndash Total Department ndash Total Operation Cost
RevPOST Revenue per Occupied Space Time is a measure of the Revenue Efficiency
of a Group or of a Hotelrsquos utilization of its Function Space
RevPAR Revenue Per Available Room is a metric commonly used to measure
financial performance in the hospitality industry It is a function of both room rates and
occupancy
RevPor Revenue Per Occupied Room is used by Hotels to evaluate the Revenue
Contribution of a Group is most often viewed by Revenue Managers in comparison to
budgeted targets anticipated demand and Year-Over-Year figures in order to determine
the rates concessions and contract terms offered to Meeting Planners
Hotel Revenue Management System
Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same
Hotels are generally divided into three major functional areas
1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping
2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service
3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas
Hotel Operations
The Rooms Division is the heart of the hotel
It is the main business of the hotel and the main source of revenue
Rooms can contribute 70 percent or more to overall revenue and even more to profit
The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads
The center of activity in the Rooms Division is the Front Office
The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities
Rooms Division
Rooms Division (Reservation Department hellip)
Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department
The Reservations department is responsible for taking reservations
Reservation system (contd helliphellip
The price of each of these units is called the room rate
Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms
The Reservations department attempts to maximize(1) room rate and (2) occupancy rate
Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate
Food amp Beverage ndash Hierarchy Chart
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Revenue Management strategies utilize below tool to attain certain revenue goals
GOPPAR Gross Operating Profit Per Available Room is equal to total revenue less
the total departmental and operating expenses
GOPAR = Total revenue ndash Total Department ndash Total Operation Cost
RevPOST Revenue per Occupied Space Time is a measure of the Revenue Efficiency
of a Group or of a Hotelrsquos utilization of its Function Space
RevPAR Revenue Per Available Room is a metric commonly used to measure
financial performance in the hospitality industry It is a function of both room rates and
occupancy
RevPor Revenue Per Occupied Room is used by Hotels to evaluate the Revenue
Contribution of a Group is most often viewed by Revenue Managers in comparison to
budgeted targets anticipated demand and Year-Over-Year figures in order to determine
the rates concessions and contract terms offered to Meeting Planners
Hotel Revenue Management System
Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same
Hotels are generally divided into three major functional areas
1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping
2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service
3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas
Hotel Operations
The Rooms Division is the heart of the hotel
It is the main business of the hotel and the main source of revenue
Rooms can contribute 70 percent or more to overall revenue and even more to profit
The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads
The center of activity in the Rooms Division is the Front Office
The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities
Rooms Division
Rooms Division (Reservation Department hellip)
Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department
The Reservations department is responsible for taking reservations
Reservation system (contd helliphellip
The price of each of these units is called the room rate
Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms
The Reservations department attempts to maximize(1) room rate and (2) occupancy rate
Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate
Food amp Beverage ndash Hierarchy Chart
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same
Hotels are generally divided into three major functional areas
1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping
2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service
3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas
Hotel Operations
The Rooms Division is the heart of the hotel
It is the main business of the hotel and the main source of revenue
Rooms can contribute 70 percent or more to overall revenue and even more to profit
The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads
The center of activity in the Rooms Division is the Front Office
The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities
Rooms Division
Rooms Division (Reservation Department hellip)
Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department
The Reservations department is responsible for taking reservations
Reservation system (contd helliphellip
The price of each of these units is called the room rate
Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms
The Reservations department attempts to maximize(1) room rate and (2) occupancy rate
Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate
Food amp Beverage ndash Hierarchy Chart
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
The Rooms Division is the heart of the hotel
It is the main business of the hotel and the main source of revenue
Rooms can contribute 70 percent or more to overall revenue and even more to profit
The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads
The center of activity in the Rooms Division is the Front Office
The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities
Rooms Division
Rooms Division (Reservation Department hellip)
Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department
The Reservations department is responsible for taking reservations
Reservation system (contd helliphellip
The price of each of these units is called the room rate
Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms
The Reservations department attempts to maximize(1) room rate and (2) occupancy rate
Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate
Food amp Beverage ndash Hierarchy Chart
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Rooms Division (Reservation Department hellip)
Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department
The Reservations department is responsible for taking reservations
Reservation system (contd helliphellip
The price of each of these units is called the room rate
Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms
The Reservations department attempts to maximize(1) room rate and (2) occupancy rate
Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate
Food amp Beverage ndash Hierarchy Chart
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Reservation system (contd helliphellip
The price of each of these units is called the room rate
Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms
The Reservations department attempts to maximize(1) room rate and (2) occupancy rate
Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate
Food amp Beverage ndash Hierarchy Chart
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Food amp Beverage ndash Hierarchy Chart
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Coffee shop
Restaurant
Fine dining
Bar
Lounge
Executive lounge
Conferencing amp banqueting
Outside catering
Room service
Mini bar
Guest amenities
Employee dining
Food amp beverage services in hotels
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Kitchen Design
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr
1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times
1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy
1048698 Working systematically as possible
1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs
Kitchen ndash Production Design
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Other Support Departments
Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market
AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit
Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)
EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Hotel Marketing Process
1 Deciding what to be and whom
to offer2 At what
price
3 Creating Answers amp Stimulating Demand
4 Making the Hotel Available
5 Closing Confirming
amp Managing Revenue
6 Preparing
to satisfy amp delight
7 Retaining Customers
8 Measuring Satisfaction
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
Determining Customer Needs Priorities for Improving Service Quality
QFD (Quality Function Deployment)
rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers
rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle
rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent
rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
QFD Phases
Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic
The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
House of Quality for Hotel Industry
The customer wants are listed in order of customer preferences as follows
1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
QFD Result amp Conclusion
QFD Result amp Conclusion
Thank You
QFD Result amp Conclusion
Thank You
Thank You