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A1 Definition of quality
A2 Quality objectives B1 Previous steps for the quality system implantation C1 Application of quality systems based on standardized rules D1 Different quality systems D2 General valoration of the different quality systems of D1 E1 Different procedures of the reception department E2 Different procedures of the housekeeping department F1 Tools of quality management of the reception department F2 Tools of quality management of the housekeeping department G1 Example of reception files G2 Example of housekeeping files
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A1 DEFINITION OF QUALITY
The dictionary of the Royal Spanish Academy defines the concept of quality as "the property or set of properties inherent in a thing that allows appreciating it as equal, better or worse than the rest of its species." This definition shows the two essential characteristics of the term. On the one hand, the subjectivity of its valuation: on the other, its relativity.
The quality is:
The degree of satisfaction offered by the characteristics of the product in relation to the demands of the consumer. The set of specifications and characteristics of a product or service related to its ability to meet the needs that are known or presupposed (ISO 9004-2). The set of properties and characteristics of a product or service that give it the ability to satisfy any manifest or implicit needs (UNE 66.901).
http://www.facmed.unam.mx/emc/computo/infomedic/presentac/modulos/ftp/documentos/calidad.pdf
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A2 QUALITY OBJECTIVES
The fundamental objective of quality, as a business philosophy, is to satisfy the needs of the consumer. Quality objectives are goals, challenges that are defined based on the strategic planning of the company and its quality policy. We must choose those quality objectives that are more in the progress of quality policies.
It is also required that what is intended to be achieved is expressed in terms that clearly determine whether or not it has been achieved, something that is possible only if the Quality Objectives are measurable, objectively verifiable.
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B1 PREVIOUS STEPS FOR THE QUALITY SYSTEM IMPLANTATION
Step
1:
Top
management
commitment:
Step 5: Conduct initial status survey: An
Without top management commitment, no
organization
flow
chart
showing
how
quality initiative can succeed.
information actually flows (not what should be done) from order placement by the
Step 2: Establish implementation team: The first phase of implementation calls for the
customer to delivery to this customer should be drawn up.
commitment of top management - the CEO and perhaps a handful of other key people.
Step 6: Create a documented implementation plan: the plan calls for identifying and describing
processes
to
make
the
organization’s quality management system fully in compliance with the standard. Step 7: Develop quality management system documentation: Documentation is the most common area of non-conformance among organizations wishing to implement ISO 9000 quality management systems. Step 3: Start ISO 9000 awareness programs: The awareness program should emphasize the benefits that the organization expects to realize
through
its
ISO
9000
quality
management system. Step 4: Provide Training: The training should cover
the
basic
concepts
of
quality
management systems and the standard and their overall impact on the strategic goals of the organization, the changed processes, and the likely work culture implications of the system.
Step 8: Document control: The necessary quality management system documentation has been generated; a documented system must be created to control it.
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Step 9: Implementation: It is good practice to implement the quality management system being documented as the documentation is developed, although this may be more effective in larger firms. Step 10: Internal quality audit: Internal quality audits are conducted to verify that the installed quality management system. Step
11:
Management
review:
The
management reviews are conducted to ensure the continuing suitability, adequacy and effectiveness of the quality management system. working
satisfactorily,
it
awards
the
Step 12: Pre-assessment audit: The pre-
organization a certificate, generally for a
assessment audit would provide a degree of
period of three years.
confidence for formally going ahead with an application for certification.
Step 14: Continual Improvement: We should continually seek to improve the effectiveness
Step 13: Certification and registration: If the
and suitability of the quality management
certification body finds the system to be
system.
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C1 APPLICATION OF QUALITY SYSTEMS BASED ON STANDARDIZED RULES
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D1 DIFFERENTS QUALITY SYSTEMS
The ISO 9000 Family of Standards Quality Management System
ISO 9000 ISO 9001 ISO 9004 ISO 9011
Other Common Quality Management System Standards
MBNQA: Quality Management on the Earnings Ambit ISO 18000: Quality Management on the Security and Health Ambit ISO 14000/ISO 14001: Quality Management on the Environmental Ambit ISO 50000/ISO 50001: Quality Management on the Energetic Ambit
Quality Frameworks that support Quality Management LEAN TQM (Total Quality Management) SIX SIGMA
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D2 GENERAL VALORATION OF THE DIFFERENTS QUALITY SYSTEMS OF D1
The quality it is known as the mix of characteristics (of a Product or of a Service) that has the power of satisfy the needs and expectative of an user or guest.
Knowing the quality concept, a qualified certification is the result of a process where the auditors or evaluator of the company who certifies checks the quality of the product or service following the points of the rule. If the result is positive, it will be shared on a public document: the certificate.
We think that when you obtain a quality certification you will help the guest choosing you as the best sale option
It is additional information about the product or service, that helps the guest to taking the best purchase decision.
It gives a bigger self-confidence and more sale possibilities than the other ones who had not quality certifications.
In the concept of the external communication of the business, the business who has a quality certification it’s well known in their own market unlike the other ones who had not one. By that point of view, it ensures an upgrade in the reputation of the business.
About internal communication, its developed a continuous upgrade between the workers with such a big effectiveness and efficiency of the process as periodical practices in the management.
http://www.managementstudyguide.com/importance-of-quality-management.htm
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Nevertheless, the quality concept is an abstract objective because every individual person has their own concept of quality. For example, some people can think it is the relation between quality and price and other ones can obtain the quality thanks to their own personal satisfaction. We want to highlight too, that a business that has not any kind of quality certificate it’s not worst in quality terms that other ones that have it. It doesn’t mean that this enterprise can’t give their services or product by an efficient mode because there are businesses that have it not due to their high costs and due to that fact, they keep the quality system but they can’t afford the big quantity for acquiring the certificate.
Inside those quality seals we can pick out many of them due to the ambit they manage:
QUALITY MANAGEMENT SYSTEM: The ISO 9000 Family
We think those seals are the most distinctive that show the quality of a business or institution. Talking about Hotels, having those seals bring the guests security and confidence at the hour of choosing between all the kinds of lodging.
ISO 14000 / 14001: QUALITY MANAGEMENT ON THE ENVIRONMENTAL AMBIT
Nowadays, those seals are being give increasingly because every business due to the law must fulfill some requirements for minimize the environmental impact with their activity. Talking about Hotels, it gives a good image to create a CSR (Corporate Social Responsibility) for the environment and workers.
ISO 50000 / 50001: QUALITY MANAGEMENT ON THE ENERGETIC AMBIT:
Having a correct energetic management used by the business will give us environmental and economic profits http://www.facmed.unam.mx/emc/computo/infomedic/presentac/modulos/ftp/documentos/calid ad.pdf
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ISO 18000: QUALITY MANAGEMENT ON THE SECURITY AND HEALTH AMBIT
We think that every business must manage correctly those terms because they are essential for the correct develop of the commercial activity
MBNQA: QUALITY MANAGEMENT ON THE EARNINGS AMBIT
Every enterprise has as objective the earnings at the end of the month. The requirements for taking this seal “force” us to follow some steps that carry us to a good result at the end of the month.
LEAN
Lean manufacturing is a system of techniques and activities for running a manufacturing or service operation
TQM
(Total Quality Management) it is focused on bringing quality awareness in all the organization process and it has been used in all the sectors.
SIX SIGMA
Methodology focused on the improvement of the process. It wants to reduce the variability of them by reducing or deleting defects or fails on a product or service sell.
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E1 DIFFERENT PROCEDURES OF THE RECEPTION DEPARTMENT PRE-ARRIVAL (reservation manage) 1. The customer searches accommodation information and compares different prices and options 2. The customer gets in touch with the hotel (by telephone/by e-mail) to check the availability / The customer arrives the hotel and he asks if there is availability (in place) 3. The receptionist check the availability for the date the customer wants, if this date is available, the employee begins the reservation process / If this date isn´t available, the receptionist communicate it and apologizes for it (by telephone/by e-mail) or the receptionist apologize and helps to possible client find a solution (in place) 4. Manage the reservation: To ask desired date (in and out), type of room, type of pension and personal data (name, contact number, e-mail, etc) 5. The front office accounting system captures the guest’s information
ARRIVAL (check-in) 1. Greetings and welcome to the client 2. Ask for necessary information to the client to locate his/her reservation 3. Check information obtained from the client about his/her reservation 4. Request the necessary documentation 5. Fill in registration or welcome card and key delivery 6. Communication to the client of the location of his/her room, the hotel services and schedules of the same and wish them a happy stay
OCCUPANCY (customer support)
Welcome the guests
To desire a good stay
To make a note of the expenses that the client realizes during his/her stay
To deal with complaints or claims during the stay
To answer the calls that the client can make when needs some service
To managing guests services
To managing guests act
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To managing the way of transport to move outside the hotel
DEPARTURE (check-out) 1. Attention to the request of Check-out 2. Customer search in the list of planned departures 3. Archived customer documents 4. Invoice printing 5. Analysis of the charges made in the invoice 6. Explanation to the client of the charges or details of the invoice, as well as any other doubts that the guest has related to it 7. Ask the client how he will pay. If they will pay by credit-card to swipe the card / If they will pay with voucher, the receptionist sends this document to the agency and they will manage the payment 8. The front office staff thanks the guest for giving an opportunity to serve and arrange for handling luggage
GENERAL FUNCTIONS OF THE RECEPTION DEPARTMENT RELATION WITH OTHER DEPARTMENTS Restaurant:
To communicate the types of pension of new clients every day
To communicate some allergic for the correct develop of the meals
To communicate the orders of clients to the rooms service
Housekeeping Department: Front office to Housekeeping:
To inform about occupancy every day
To inform about VIP clients
To inform about some event that are going to be develop in the hotel
To inform about when a show room its being used
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To provide a list for expected arrivals and departures for the day in advance
Housekeeping to Front office:
To inform about the rooms that have been cleaned
To inform about the loss objects of clients
To inform about the possible failures they can find while they are cleaning
Maintenance: Front office to Maintenance:
To inform about a failure
Asking them about the situation of the blocked rooms
Maintenance to Front office:
To inform when a failure its repaired
To inform about how it’s being develop the situation in the blocked the room
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E2 DIFFERENTS PROCEDURES OF HOUSEKEEPING DEPARTMENT
CLEANING THE GUESTS ROOMS
PRE-ARRIVAL 1. Room ventilation 2. Empty wastebaskets and remove bedding and bath 3. Review of possible forgotten objects and faults 4. Clean terrace (if there is one) 5. Make beds 6. Sweeping or vacuuming (both bathroom and room) 7. Dust cleaning 8. Wipe room floor or pass mop 9. Clean bathroom 10. Check that everything is correctly executed and in order
OCCUPANCY (guest rooms) 1. Replacement of the amenities in the bathroom 2. Check that there isn’t damage in the room and if there is, maintenance alert 3. Replacement of sheets, towels ans curtains 4. Reload the products and materials make by the customer 5. Note the dirty clothes removed, to keep track of sent clothes to the laundry
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COMMON AREAS 1. Cleaning the hall 2. Sweeping and mooping the lobby and the stairs, cleaning furniture, TV and other founded objects 3. Cleaning and mooping the office and the materials 4. Sweep the terrace
CONTROL OF CLEANING PRODUCTS AND LINEN 1. An inventory of cleaning products 2. An inventory of cleaning tools 3. The cleaning products and tools should be accounted
LAUNDRY 1. Packing clothes 2. Send the packed clothes to the external company
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F1 TOOLS OF QUALITY MANAGEMENT FOR THE DEPARTMENT OF RECEPTION To carry out all the processes that the department of reception has to do for to have a better quality in the company, it is necessary to follow a series of tools: 1. We have to greet the clients, normally in Hotels there is a special greet established.
2. We have to control the books including all reservations on the arrival list.
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3. We have to check on the price list which price we have to put in the client book to be able to perform the invoice correctly.
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4. It is important for the hotel to know the satisfaction level of the customers, and we have to give them a satisfaction questionnaire to know this.
5. If the client has a problem we have to give them the complaint form so they can write the problem
and we can give them a solution or a compensation method.
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F2 TOOLS OF QUALITY MANAGEMENT FOR THE DEPARTMENT OF HOUSEKEEPING
To carry out all the processes that the department of housekeeping has to do for to have a better quality in the company, it is necessary to follow a series of tools: 1. It is very important to know the workers’ shifts, so there is not confusion. The weekly part of shifts is fulfilled by the housekeeping manager.
2. On the control sheet the housekeeping team members have to annotate the rooms that they clean, is very important to justify the cleaning of the rooms.
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3. Breakdown part must be filled when there is a fault, so that fault can be solved, the client will ask us for the part that will have to be filled in and delivered to us so we can deliver it to the corresponding department
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G1 EXAMPLE OF RECEPTION FILES This is an example about how to fill up the files when the client has done a reservation:
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G2 EXAMPLE OF HOUSEKEEPING FILES
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32 SATISFACTION QUESTIONNARIES To know about the customer’s satisfaction level we have in the guest rooms “satisfaction questionnaire” to make them giving us their opinion, the file below is an example about this: RECEPTION DEPARTMENT 1. PRE ARRIVAL (reservation manage) 1.1 The receptionist check the availability for the date the customers wants 1.2 Manage the reservation 1.3 The front office accounting system captures the guest's information 2. ARRIVAL CHECK-IN 2.1 Greetings and welcome to the client 2.2 Ask for necessary information to the client to locate his/her reservation 2.3 Check obtained information from the client about his/her reservation 2.4 Request the necessary documentation 2.5 Fill in registration or welcome card and key delivery 2.6 Communication to the client of the location of his/her room, the hotel services and schedules of the same and wish them a happy stay 3. OCCUPANCY 3.1 Welcome the guests 3.2 To desire a good stay 3.3 To deal with complaints or claims during the stay 3.4 to answer the calls that the client can make when needs some service 3.5 To managing guest services 3.6 To managing guest act 3.7 To managing the way of transport to move outside the hotel 4. DEPARTURE (check-out) 4.1 Attention of the request check-out 4.2 Invoice printing 4.3 Analysis of the charges made in the invoice 4.4 Explanation to the client of the charges or details of the invoice, as well as any other doubts that the guests has related to it 4.5 Pay features 4.6 Thanks the guest for giving an opportunity to serve and arrange for handling luggage SUGGESTIONS
GOOD
REG.
BAD
33 HOUSEKEEPING DEPARTMENT 1. PRE-ARRIVAL 1.1 Room ventilation 1.2 Empty wastesbaskets and remove bedding and bath 1.3 Review of possible forgotten objects and faults 1.4 Clean terrace 1.5 Make beds 1.6 Sweeping or vacuuning 1.7 Dust cleaning 1.8 Wipe room floor or pass mop 1.9 Clean bath room 2.0 Check that everything is correctly executed and in order
GOOD
REGULAR
BAD
2. OCCUPANCY 2.1. Replacement of the amenities in the bathroom 2.2. Replacement of sheets, towels ans curtains 3. COMMON AREAS 3.1. Cleaning the hal 3.2. Sweeping and mooping the lobby and the stairs, cleaning furniture, TV and other founded objects 3.3. Sweep the terrace SUGGESTIONS
To analyze these results we have to read the customers answer, through this questionnaire we can know: Satisfaction indication Repetition rating Duration rating We can know these things also through complaint sheets, suggestion box and claims. Regarding to the upgrades suggested by the clients, we are going to bear in mind, and we are going to study the options to realize.
34 SELF-EVALUATION To analyzing the processes through employee’s point of view we have special sheet for this case. The employees have to write on the sheet if they see anything in the processes that is wrong, or something that isn’t working well, also they can write any suggestion about the department or their job. These sheets will be read once a week to discover as soon as possible if any process is going in the wrong way. Occasionally, every month there will be group meetings in all departments to analyze the work that has been done, and all the suggested improves.
Employee: Department: Service type:
Nº:
Suggestion:
With all those things, we want to achieve a total quality service, because thanks to our clients we can develop our work and we want that when they finish their lodging they spread a good image about us and our services.