Mery Rose Cabutaje BSTM-2
“Quality services Management I tourism and Hospitality”
This subject provides students with knowledge and skills on
service management in the hospitality and tourism industry. It covers
the roles and nature of services in the hospitality and tourism
industry, and explores its future challenges. Students are introduced
to various customer service strategies and professional service
skills. The concepts of organizational culture and environment,
staffing and training for service management, and hospitality service
systems are also highlighted.
Upon successfully completing this subject, students will be able
to describe the roles and importance of service management in
hospitality and tourism industry, apply the concepts of customer
service strategy in the context of management and operation of
hospitality and tourism organizations, apply professional service
skills in hospitality and tourism industry, identify current issues of
quality service management in the rapidly changing hospitality and
tourism industry.
Quality in the tourism and hospitality industry involves
consistent delivery of products and guest services according to
expected standards. Delivering quality service is one of the major
challenges the hospitality managers will be facing in the following
years as it is an essential condition for success in the emerging,
keenly competitive, global hospitality markets. There are various
tools that measure and improve quality service, as well as mechanisms
for quality recognition in the tourism and hospitality industry. The
managers should identify, record and weigh up the impacts of cost-
profit and be in a position to prioritise towards a quality
improvement process for their own property. The present study shows
that tourism stakeholders perceive quality service in a hotel as value
for money, a comfortable room, friendly staff and tasty food.
Moreover, the survey shows that there is always room for further
improvement of the hospitality services. Other results of the survey
reveal that the most important factors for a hotel’s future are guest
satisfaction, guest retention and word of mouth advertising. Aiming at
excellence and profitability, the outcomes of the survey suggest focus
on quality service; retention of existing guests by exceeding their
expectations; continuous quality improvement; employment, regular
training and empowerment of service-oriented staff; search for best
practices through benchmarking; and, finally, pursuit of quality
accreditation through the various schemes, such as the eco-labels, ISO
and the EU Foundation for Quality Management. Tourism is and always
has been one of the major contributions to a country’s economy. It is
a social, cultural and economic event in which involves the movement
of people to countries or places outside of their usual environment
for leisure, business or medical purposes. The tourism industry is
made up of different components such as transportation, attraction,
accommodation, travel and tour operators etc. Hospitality is a
“place”, where people can still be exceptional individuals and can
extend their own personality style. The Tourism and Hospitality
industries are the largest and the fastest growing industries in the
world. This report identifies the ongoing innovative trends in Tourism
and Hospitality and how these innovative trends can help the tourism
and hospitality business sustainability. In order to do so, first the
report states a brief explanation of Innovation and Sustainability in
relative to Tourism and Hospitality industry. Then the report states
ongoing innovative trends in Tourism and Hospitality Industry.
Finally, the report discusses how the trends help in tourism and
hospitality business sustainability. Hospitality is a significant
feature of our everyday life; it pays an essential role in our lives.
Nowadays, this quite common phenomenon keeps its original values thus
not allowing getting some particular definition. Surely, it is not
something physical or concrete. In every sense, it is more spiritual
phenomenon. Hospitality consists in treating other people in the most
appropriate for the particular situation ways. Hospitality has its
main characteristics, like respect, understanding and ability to help
other people, which work as its foundation. What does hospitality mean
to be is treating people the way you want them to treat you. In
addition, hospitality often depends on the situation, which depends on
ethical, cultural and religious believes and type of living offering
numerous approaches.
People from different continents and countries express their
hospitality in different ways. It all depends on the manners they were
taught. Shaking hands is a common demonstration of hospitality in
numerous countries. In the same time, in other countries hugs may be
even more common thing, or even kissing on the cheek. While working in
hospitality business, the person must have a sense of respect and
understanding, as well as ability to become accustomed to different
cultures. Hospitality is very important, as it leads to better
consolidation between people. Communication between people must be
held in a respectful way, if you want them to understand each other.
Hospitality mostly results in positive changes. Still, there are cases
when it brought unexpected results. For example, as it was in the case
with Mc Donalds chain of restaurants that became a reason of many
small restaurants’ bankrupt. In this situation, the small businesses
had no chances to support the concurrence.
Lecture will focus on the introduction and explanation of
concepts and theories supported by hypothetical and real examples
wherever appropriate. Group discussions and activities may be arranged
to stimulate students’ interests or their awareness of practical
implications of some concepts. Tutorials will provide students with
the opportunity to deepen their understanding and to explore further
the applications of theories taught. Activities in tutorials will
normally include student presentations and discussions of problem sets
and case studies
References:
Davidoff, D. M. (1993). Contact: Customer Service in the Hospitality
and Tourism Industry. Pearson Prentice Hall.
Ford, R., & Heaton, C. (1999). Managing the Guest Experience in
Hospitality. Thomson Delmar Learning. Harris, E. K. (2009).
Customer Service: A Practical Approach. (5th ed.), Pearson Prentice
Hall. King, J. H., & Cichy, R.F. (2005).
Managing for Quality in the Hospitality Industry. Pearson Prentice
Hall. Noe, F. P., Uysal, M., & Magnin, V. P. (2010).
Tourist Customer Service Satisfaction: An Encounter Approach.
Routledge. Williams, C., & Buswell, J. (2003). Service Quality in
Leisure and Tourism. CABI Publishing
