St Raphael Hotel Limassol Thursday 26 April 2007

St. Raphael Hotel, Limassol : Thursday 26 April, 2007 Upgrading Quality Guest Service through Training & Development Quality Improvement Systems related to Guest Service Christine Jaletzke

Quality & Training. Trends: My observations… • Past Quality Control - Factories • In the 80‘s large hotel companies had highly developed Training, Education and Development strategies • The 90‘s - Quality ISO Systems e. g. London • Today: „The Big Boys“, have Training & Development Systems in place e. g. „Talent Leadership“ • Smaller companies (in Germany) replace traditional HR Depts. with Quality & Training Managers There appears to be an emphasis on: Ø Training to achieve : Quality Guest Satisfaction Ø Quality Training/Development to achieve Employee Motivation/Satisfaction

Training steps into Quality Improvement Systems related to Guest Service Quality Steps into Training And away from traditional Human Resources structures

What is Quality? Quality means… Different things to different people! • A Complete Change • A Quick Fix • Something in between

Priority : Back to Basics Consistent Standards and then, Quality Improvement

Quality Standards… Need to define: ØGuest Expectations ØHotel Service Strategies ØWork Systems ØMeasurement Tools (Service & Product / Hardware) The standards also need to be constantly checked, reviewed and improved

Effective Quality Standards Must be…… “User friendly” - Easy to understand, - Easy put into practice, - Simple to use - Realistic - Achievable - Easy to measure - Meet Guest Needs - Meet company goals and be in line with values/philosophies Only then can objectives be achieved and controlled

Systematic Quality Concepts A) Define Quality Standards & Establish them in a visible form B) Set Goals /Plans 3) Check, Control, Review

Systematic Quality Concepts What has this got to do with Training & Development? ? ? A) Define Quality Standards & Establish them in a visible form B) Set Goals /Plans 3) Check, Control, Review

Training Needs Analysis…. It‘s all about looking in the Mirror!

Identifying Training Programmes to improve Quality Guest Service CONCEPT SKILLS PEOPLE SKILLS TECHNICAL SKILLS Technical Skills MANAGMENT TEAM SUPERVISOR OPERATIVES = Job Tasks and Standards People Skills (Behavioural, Communication etc) = Guest &/or Team related Standards/Competencies Concept Skills = Company Values/Philosophies, Competencies, Systems e. g. Planning, Organisation, Teamwork

Examples of Training Programmes People Skills Guests/Teams Training needs to be flexible G N I IN A TR Business Related Skills (Profit/ Productivity) = Effectiveness Only when both axes are addressed, can a company grow and develop – its business, its employees, and achieve efficiency and quality guest satisfaction €

„We need Training“ „We need Training for our Teams“ Customer Driven Quality „We G. M. need Training für and Development“ Executives Department Heads „We need Development“ „We Supervisors need Training“ Operatives

- All roads lead to Rome JUST A MATTER OF PRIORITY!!! • • • • • Orientation & Dept. Orientation Fire, Safety, Anit-Terrorist/Bombs etc) On-Job Training : Standards Languages Business English Train-the-Trainers One-Step-Ahead – In House Sales Turning Complaints into Quality Solutions Sales & Marketing Programmes Cross-Exposure Training – Internal Cross-Exposure Training – External Presentation Skills Assertiveness Self-Management Skills Time Management Importance of Hygiene/Cleanliness & Tidiness Fidelio Sales & Event Management Yield Management IT • • • • Performance Appraisal Training. Product Knowledge : Tea, Coffee, Wine, Beer, Cheese, Food Tasting (Menus) In. Room Technology e. g. Wireless Lan etc. Leadership/Management Skills Supervisory Skills Cultural Awareness Protocol & Etiquette MBA/External Business Education Financial Mgt for non-accountants Speaking to the Media (TV & Radio) First Impressions – Make up/Hair/Colour and Style Consultancy Teambuilding Keyboard Skils & Computer Programmes: Word/Exel/Powerpoint, Stores, etc. Successful Meetings Running Effective Workshops Anticipating Guest Needs Interpreting company values and philosophies

Systematic Quality Training Identify Training Needs 1 Evaluate 4 Training is a continuous process 3 Implement 2 Plan

Corrective and Continuous Training Corrective Training Qualität Continuous Training Coaching

At Operational Level

The Big Picture – towards Quality Improvement Image Quality Recognition Creating a Vision & Mission helps steer the business towards a Win-Win situation for everyone Vision/Leadership Teamwork Performance Customer Management Hotel Quality Improvement Owner VISION = FUTURE REALITY MISSION = COMMITMENT Asset Management Business Development Financial Performance Staff Recognition Reputation Development

Degree of support for the change Stages of Commitment to Organisational Change Internalisation Commitment Adoption Acceptance Appraisal/Trial Understanding of Change Contact/Interest Awareness of Change Time

QUALITY SERVICE MODEL VISION MISSION EMPLOYEES (all levels) STRATEGIES GUESTS SERVICE SYSTEMS QUALITY SERVICE STANDARDS PRODUCT

Breakthrough Change vs. Incremental Change Breakthrough Progress GOAL BIG STEPS Change happens at the level of Leaders & Change Agents GOAL SMALL STEPS TIME Change happens at the level of Workers and Managers

Willingness to Change The traffic light concept

PROBLEM SOLVING FISH BONE DIAGRAM PEOPLE USED TO IDENTIFY THE SOURCE OF THE PROBLEM PROCESSES SYSTEMS OUT OF DATE WORK PROCEDURES PROBLEM CORPORATE CULTURE POLICIES & PROCEDURES STANDARDS EQUIPMENT

Synergies of Success to achieve quality improvement Synergy of Ideas developed. How to get results Synergy of Thoughts. How to solve the problem Synergy of Actions Defined strategies to reach the aim. Critical Paths, Objectives, Action Plans, Deadline Dates, Measurement of Achievements, Teams involved, Persons responsible. Synergy of Achievement Results of all actions leading to the same target Synergy of Feedback promoted by achieving results every step of the way

Training Steps into Quality Progress 1 extra degree of effort Makes all the difference GOAL * Visionary Leadership * Focus * Positive Attitude * Kindness - Respect * Belief – Enthusiasm – Passion * Involvement – Responsibilty * Perseverence Competencies SMALL STEPS TIME Perseverance & Feedback

? ? Questions ? ? Comments? ? Thank you