Introduction to
quality service
management in
Hospitality and
Tourism
PREPARED BY: REN MARK HALILI PINEDA, MBA
Learning Objectives:
AT THE END OF THE CHAPTER THE STUDENTS
CAN:
- EXPLAIN THE DEFINITION OF QUALITY;
- ASSESS THE DIFFERENT DIMENSIONS OF
QUALITY;
- COMPARE AND CONTRAST SERVICE PRODUCT:
GOODS AND SERVICES; AND
- IDENTIFY THE PIONEERS OF TOTAL QUALITY
MANAGEMENT
2
Quality Service
Is essential Management
in the hospitality and tourism
sectors. It focuses on enhancing customer
satisfaction through effective service
delivery.
The process of managing the quality of
services delivered to a customer according to
his expectations is called Service Quality
Management. It basically assesses how well a
service has been given, so as to improve its
quality in the future, identify problems and
correct them to increase customer
satisfaction. 4
What Quality stands for:
What is the importance of quality
management in tourism and
hospitality industry?
Maintaining the service quality helps gain
a competitive advantage over others in the
industry. If you want to maintain consistent
excellent services, you must understand the
hospitality quality's critical components and
train your staff accordingly.
- What Are the Hospitality Quality’s
critical Components? 7
Some critical components of
hospitality quality include:
Consistent service: Delivering products and services as
expected on a consistent basis
Guest expectations: Consider guests' desires and
develop procedures to meet them
Training: Train staff to meet guest expectations
Systems: Implement and evaluate systems
Quality assurance: Adhere to strict quality assurance
protocols
Communication, convenience, and choice: Focus on
the things that guests want, such as communication,
convenience, and choice
Critical thinking: Analyze, evaluate, and apply 8
Quality in hospitality is
important because it can
lead to: A positive brand
reputation, Guest
satisfaction, Profitability,
Guests being willing to
pay more, and Favorable
reviews.
9
What is the main purpose of quality
service?
High service quality is
important because
it positively affects the
impact on customer
satisfaction and loyalty.
High service quality helps
organizations retain current
customers and attract new
ones. In addition, high
service quality reduces costs 10
Quality Service
Management
It is the continual process of detecting and
reducing or eliminating errors in manufacturing,
streamlining supply management, improving
customer experience an ensuring that
employees are up to speed with training. Total
quality management aims to hold all parties
involved in the production process accountable
for the overall quality of the final product or
service.
Quality- “performance upon
expectation” and “fit for
functions”
Service- the action of helping or
doing work for someone.
Management- the process of
dealing with or controlling things
or people
12
What is Quality
There are many definitions of quality. Some
are more related to objective facts while
others to more subjective feelings, but they
are interdependent. If you look in a
dictionary, you will find several definitions.
In addition, every quality expert defines it in
different way depending on their
environment and criteria.
13
Quality could be defined as a basic tool for a natural
property of any good or service that allows it to be
compared with any other good or service of its kind.
The word quality has many meanings, but basically, it
refers to the set of inherent properties of an object that
allows satisfying stated or implied needs.
Furthermore, the quality of a good or service is the
perception that a customer has about. It is a
customer’s mind-set who accepts a specific good or
service and acknowledges its ability to meet his or her
needs.
A product is said to be of good quality if it
satisfies the customer requirements in terms of
performance, grade, durability, appearance and
intended use/purpose ,etc.
ISO 9000 defines quality as the degree to which
a set of inherent characteristics fulfill
requirements. It is defined as a requirement
expectation or needed by the standard. Quality
is also defined by Six Sigma Rules as number of
defects per million opportunities.
For a product manufacturer, the product must be
fit for the use of customers, and meets its purpose as
planned by the business but also conform to the
manufacturer's requirements. For a company that
provides service, the intended purpose of a particular
service of the company must be met by the service,
it must be fit to the customers’ requirements and
conform to the requirement of the company.
What is service ?
-A business service refers to activities that benefit a
company without supplying tangible products. These
services may comprise marketing, event planning,
training, waste management and other types of non-
tangible services that benefit the company.
- an act of helpful activity; help; aid: to do someone
a service.
-Service means putting someone else's needs before
your own
-Service means leading with love and thinking of
What is Management?
- Is the art and skill of getting things done through others
- Is the science and art of getting people together to
accomplished desired goals and objectives by coordinating
and integrating all available resources efficiently and
effectively.
- Is a process of planning , decision making, leading
organizing, motivation and controlling the human
resources of an organization to reach its goal in an
efficient and effective manner.
- Management is how businesses organize and direct
workflow, operations, and employees to meet company
goals. The primary goal of management is to create an
environment that lets employees work efficiently and
What is Tourism and Hospitality?
Tourism – is a practiced of travelling for recreational and
leisure purposes the word tourism is derived from the
French word “ Turisme” meaning is to tour or travel while
the suffix “ism” and “ist” refers to the movement around
the circle by the people. Tourism has become a popular
global leisure activity. It involves an overnight stay away
from the normal place of residence which “travel” and
“stay” in the place outside the usual environment. It
consists transportation, accommodation and
Hospitality
receiving and entertaining guest in a way that
makes them feel well taken care of. It leverages
ambiance, service and products or amenities to
provide guest with the best guest experience
possible.
the goal of the hospitality industry is to provide
customer with an enjoyable experience. Whether
that enjoyment comes from eating a good meal,
relaxing in a luxurious spa, or getting a good night's
rest away from home making sure each individual
guest is taken care of is paramount.
Importance of
Hospitality and Tourism
Importance of Tourism
- Economic Progress
the industry aids and support the foreign exchange reserves which
benefits our country in generating foreign currency.
- Source of Income
it is a continual source of income for the public and private income. The
public income is generated through the taxes on which the government charges
to tourist. While the private income is the profit earned by the seller by selling
local artifacts or services to tourists.
- Development of infrastructure-
it aids and encourages infrastructure development by making way for
dams, roads, bridges, connectivity, airport improvements and any other activity
that helps tourist visiting a place in the most convenient way.
- Societal progress
- it encourages societal progress as tourist learn to show respect, tolerance
and love for each other when they visit new places.
- Cultural Heritage
it helps explain beaty, art, history and culture of each country or place.
Importance of Hospitality
It helps you build better relationship with people
being hospitable connects people through the act of kindness
bestows upon others.
Helps you see a different perspective
people are wondrously different. Everyone has their own flavor to
how they see the world. By practicing hospitality, you may start to
enlarge your own opinions and way of thinking.
Reminds you of what you have to offer
sometimes we forget the things that we have to offer.
Let other knows they are important
“ it says you are important enough that I want to serve you. I want
to get to know you better so I can serve you better.
Provides a way for you to set a good example
not everyone has good role models. By being hospitable you have
fantastic opportunity to set a good example for people that would not
otherwise see it.
Quality Guru’s
Quality is
conformance
to
requirements.
“Philip
Crosby”
“If you can’t
describe what you
are doing as a
process, then you
don’t know what you
are doing”
-W. Edwards Deming
Quality is
Fitness for use/
Purpose.
“Dr. Joseph
Juran”
He is the creator
of “Shewart
Cycle’, or the
( PDCA) “Plan-
Do- Check- Act”
This statement means that while prioritizing
a low price might seem important initially, the
most effective way to truly save money in the
long run is by focusing on producing high-
quality products, as quality can lead to reduced
waste, fewer returns, and increased customer
loyalty, ultimately lowering overall costs.
Explanation:
Quality reduces waste:
When a product is well-made, it is less likely to break
down or need repairs, which means less material is
wasted during production and fewer replacements are
needed later on.
Customer satisfaction and loyalty:
High-quality products often lead to satisfied customers
who are more likely to repurchase from the same brand,
Reduced returns and complaints:
A well-made product is less likely to have
defects, which means fewer returns and
customer complaints, saving time and money
on customer service.
Key point: While initially lowering the cost of a
product might seem like the best way to save
money, prioritizing quality can often lead to
greater long-term cost savings by minimizing
waste, improving customer satisfaction, and
He is arguably
best-known for the
Ishikawa Diagram- also
known as the Fishbone
Or cause and Effect
Diagram- used to
identify the root cause
of an event and
commonly employed in
quality defect
prevention initiatives.
Thank you
PINEDA, REN MARK HALILI
09665543122
ROAN_KENT23@[Link]
RENMARKPINEDA6@[Link]
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