The Kingsway Hotel
1(a) Quality Policy:
The managing director of the Kingsway Hotel and its employees aim to provide 100% customer care and satisfaction at all times. Providing a comfortable and memorable stay, working hard to anticipate and comply with guests needs. Continuously improving accommodation, resources and food quality.
What it is for:
The above quality policy is for the hotel to express in a single statement to there guest what there aim and intentions are as a business. The policy is to be used as a reference for the hotels senior management and employees to work against at all times to ensure they are providing a good service.
??? Providing a quality service, reduce the number of customer complaints to < 2 complaints a month.
??? Increase room occupancy to >85% week on week
??? Work together to push forward the implementation of modern resources (24hr room service and internet connection). On going reviews.
??? Set up and implement training programme to educate and train all staff to work proactively identifying and solving issues that arise. Achievement will be reviewed by customer satisfaction.
1(c) What to do with the quality policy and objectives:
The quality policy and objectives are to be briefed to and understood by all employees. Brief to include how to achieve the objectives.
Organisation of the policy and objectives being implemented to take place.
Use the objectives to set Individual employee targets and regularly measure the performance to ensure targets are being met.
Clearly display the quality policy in an area whereby both guests and employee??™s have access to view it at all times.
Management are to review and maintain the policy and objectives on a regular basis proceeding with any necessary adjustments.
2(a) Guest satisfaction survey questions:
1) Please tell us what you enjoyed most about your stay with us
2) Overall how would you rate the cleanliness of the hotel
3) How satisfied were you with the quality of the food provided in the hotel
4) Please tell us how satisfied you were with our staff??™s hospitality
5) How would you rate the hotels ability to provide a quiet relaxing atmosphere
6) Overall how would you rate the quality of our service and why
7) Please tell us what can be done to improve your next stay with us
??? Benchmarking is a process of determining what is the best standard and highlights area??™s going wrong in your own process.
??? Benchmarking can be done at different levels there are five types of benchmarking.
??? You cannot benchmark everything at once, more effective to select a few characteristics.
??? Benchmarking can be used as a copying strategy for best practise.
??? Benchmarking is an ongoing process, it is not a ???one shot??™ event, there is no room for complacency.
Key Steps to benchmark against other hotels:
(PLAN, COLLECT, ANALYSE, ADAPT, REVIEW)
– Set up team
– Select characteristics
– Identify a hotel that leads in the characteristics chosen (trade journals etc)
– Visit hotel and collate relevant data
– Analyse data, discuss learning??™s on how best to apply them
– Apply/adapt best practises
– Set measurable goals & review the process
– Repeat ??“ ongoing process
2 (c) Merits of using both customer survey and benchmarking techniques:
The merits of using both customer survey and benchmarking is to gain both a customer perception by having the opportunity to formally gain views of your customers and as a result view and change practices to reflect there comments. Work against an industry standard to enable you to continuously improve learning from the successfulness of others. Achieving improved performance by implementing best practise and the encouragement of innovation. This enables the better understanding of your current position, competitiveness and increased customer satisfaction.
3 (a) Importance of effective communication channels:
The importance of effective communication is to ensure that everybody in the business knows and fully understands what??™s happening at all times, what is required of them and the overall direction of the business.
Stages to effectively communicate:
> Confirmation of understanding
It is important that communication channels are open up and down throughout an organisation.
Most importantly communication barriers must be overcome to allow the communication to be clear and understood by each individual.
Staff ??“ Daily meetings with staff to openly share information between departments and discuss and act on any issues. A productive meeting should last no longer than twenty minutes. (see example 1 flow chart)
Guests ??“ Staff to be available 24hrs a day (i.e reception) to deal with any guest issues/requirements. Guests to be informed at check in that someone will always be available to deal with there needs. (see example 2 flow chart)
3 (b) Benefits on how improved communication could contribute to a more effective operation:
??? Teams working closer together sharing information and understanding each others needs/ objectives ??“ smoother running of the business
??? Issues that arrive acted upon instead of ignored or unknown
??? Employee moral improved attitude/behaviour – resulting in improved performance
??? Issues/needs dealt with in a timely fashion by polite professional staff
??? Improved facilities and accommodation (nothing broken/dirty)
??? 100% Customer care and satisfaction at all times
4 (a) Gurus, Tools and Techniques:
Use the PDCA cycle for implementing changes for continuous improvement.
??? PLAN ??“ to improve by finding out what things are going wrong (identify the problems), come up with ideas for solving these problems.
??? DO ??“ changes designed to solve the problems on a small scale first. This minimises disruption to routine activity while testing whether the changes will work or not.
??? CHECK ??“ whether the changes are achieving the desired result or not.
??? ACT ??“ to implement any further changes. Also Act to involve other people (other departments, suppliers, or customers) affected by the changes
The benefits of using PDCA is it helps set a routine management problem solving process for individuals and or a team. PDCA helps to identify problems, enabling continuous development and improvements, overall improving customer satisfaction.
2) Fishbone diagrams
Fishbone diagrams are a very powerful tool for problem-solving, also known as the Ishikawa Diagram. It is used to identify potential root causes. The fishbone provides a method to categorise potential root-causes for further validation with data. It is best used when it is in the workplace where the problem is being solved. Begin with brainstorming then prove the relationship between each of the potential causes.
The fishbone consists of one line drawn across the page, attached to the problem statement, and several lines, or bones, coming out vertically from the main line. These branches are labeled with different categories, depending on the effect (problem).
Process of a Fishbone diagram:
Define the problem
Define categories of possible causes
Construct the diagram
Brainstorm possible causes
Gather data ??“ root cause
Proceed to follow corrective actions/improvements
The benefits of using a fishbone diagram is it will help to visually display the many potential causes for a specific problem or effect helping to control and improve the quality of service the business provides. It is particularly useful in a group setting and for situations in which little quantitative data is available for analysis.
(see example fishbone diagram)
3) Quality circles
A quality circle is a small group of employees who meet at regular times to identify, analyse and solve quality issues and other problems. Quality circles is a unique management tool whereby a suitable atmosphere is created in which people attempt to solve the problems in their own work environment.
The benefits of implementing Quality Circle teams is the increase in quality consciousness of employees. Human relations improve between employees allowing for more effective communication within the business.
Employees gaining more active job involvement enabling the contribution to personal development of employees and the encouragement of teamwork.
Overall improving the businesses efficiency and customer service.
4) 8 Management principles of ISO9001:2000
These principles are to be used by senior management as a framework to guide the business towards an improved performance
Customer focus – Providing people with the required resources, training and freedom to act with responsibility and accountability.
Leadership – Setting challenging goals and targets. Researching and understanding customer needs and expectations. Communicating customer needs and expectations throughout the business.
Involvement of people – People accepting ownership of problems and their responsibility for solving them. People openly discussing problems and issues.
Process approach – Analysing and measuring. Focus on resources, methods, and materials that will improve the business.
System approach to management – Continually improving the system through measurement and evaluation.
Continual improvement – Recognising and acknowledging improvements
Factual approach to decision making – Ensuring that data and information are sufficiently accurate and reliable
Mutually beneficial supplier relationships – Identifying and selecting the best suppliers. Sharing information using clear and open communication.
The benefits of using the 8 principles of management could be:
??? Increased effectiveness in the use of the hotels resources to improve customer satisfaction.
??? Improved customer loyalty resulting in them returning and recommending others.
??? Employee??™s understanding and working to achieve the hotels goals and objectives.
??? Motivated and committed employees
??? Improved, consistent and predictable results
??? Improved consistency, effectiveness and efficiency of the business
??? Increased ability to review, challenge and change opinions and decisions of the business??™s process.