The tourism and hospitality industry's dependence on customer service quality strength, areas for improvement and repeat customers complaint patternsStrength of Hilton HotelComplaint-based improvement plan in Hilton hotelsRecommendations for actionable improvements that deliver value for moneyValue for moneyUnderstanding the entire hospitality system in the tourism and of hospitalityDefinition of "Quality", quality attributes and indicatorsExplain the components of an effective systemComponents of an effective quality system in Hilton hotels:Explain the identification of problems, defects and deficiencies against quality standardsExplain how quality standards can be used to make improvementsSome benefits for Hilton hotels using quality standardsConclusionProviding quality and excellent service is very important in Hilton hotels but in In the hospitality industry, the first priority is to provide excellent service and meet customer needs because the Hospitality industry must deliver what it promised and meet customer expectations. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an Original Essay Why You Need an Evaluation Plan in Hilton Hotel An evaluation plan critically examines the progress of your organization. Collects and analyzes information on organizational requirements. A well-planned and carefully executed evaluation plan will benefit an organization in various ways. An evaluation plan can help identify areas that require improvement and help you achieve your goals or objectives efficiently. Tracking can be done via two keys. Customer feedback via customer questionnaires, playing cards with comments, customer forums, word of mouth Staff feedback via mystery customers, complaint/compliment letters and external comments. The assessment can be done in various ways: Employee turnover In terms of human resources, worker turnover is a dimension of how your employees live together with your company and how often they need to be updated. Any time an employee leaves your organization, for any reason, it is called turnover or separation. Awards The company gives awards such as respect to the best manager, executive and other staff. New Customers We believe that the statistics we have provided on our website will provide a striking summary of our operations and a broad perception of our management system and the well-known Singapore resort. Level of Complaints/Compliments “Complainants” are described as customers who have had recent issues and the feature has notified a member of staff about them. They haven't necessarily filed a proper complaint, and their issue may not even be captured in a company's court case tracking machine. Hilton Garden Inn Singapore Guest Service Standards Plan ahead and save. Include Hilton Garden Inn in your plans and you can save up to 15% on our best available rate* by booking with us in advance. Available with a limited supply, guests can enjoy our great perks like made-to-order breakfast, evening room service and free Wi-Fi. Plus you earn Hilton Honors points for every stay. Staff feedback: if the hotel offers a discount to all customers (it costs them less) and earnsless.Guest/Customer Feedback: This type of offer for some short periods and is also limited and therefore many customers cannot take advantage of this type of offer. Analyzing information using agreed-upon techniques Impact Analysis – This is a simple technique that is used to evaluate the impact of specific environmental changes on an organization or its competitors. Simply impact analysis means a contingency plan or a backup plan for an organization. Pastel Analysis: This technique is used to search for information on political, economic, social, technological, environmental and legal aspects. This technique evaluates the impact they have on the tourism and hospitality sector. SWOT Analysis: SWOT is a technique to discover particular strengths, weaknesses, opportunities and threats of a particular company. Identification of strengths, areas for improvement and repeat customer complaint patterns Strength of Hilton Hotel Experienced Staff: The main strength of the hotel is the experienced staff, dedicated to their work, punctual, honest, focused and capable of listening and equipped with various types of organizational skills. Quality Service: The first objective of the hospitality industry is to provide the best quality services or provide professional, helpful and high quality service and meet customer expectations. Complaint based improvement plan in Hilton hotel Based on the above complaints, various improvements are needed in Hilton hotel, how should the hotel staff understand the customer and their needs, act silently when a complaint arises problem, develop clear processes and procedures to handle complaints and develop a proactive management approach, monitor customer feedback daily. Recommendations for actionable and value-for-money improvements Seek and analyze customer feedback- Hilton doesn't just make assumptions, organizations look for ways to find out what customers need and invite them to ask for help to improve. Regularly review individual performance- An organization must review the work of staff regularly and individually, making these staff work properly and sincerely. Undertake performance reviews not only during the annual appraisal. Invest in customer service training: Every organization needs to invest in customer service training. Develop your own internal customer service training session that increases or increases relevance and truly engages your employees. Value for money Your customers are the backbone of your business. They are the source of current benefits and the creation of future development. So I think the above improvements are more beneficial or better value for money for both customers and an organization because after these improvements customers are more satisfied and this increases the profit of the organization. Understanding the entire hospitality system in tourism and hospitality industry Using quality system or quality service in tourism industry is very important for Hilton hotels because customer satisfaction is the first goal of this industry. Quality is the provision of a service that meets the standards established by the hotel. The guest demands quality service and is rewarded with loyalty. Definition of "Quality", attributes and quality indicators Quality Normally quality means fully satisfying customers' needs and requests at all times. Quality is the customer experience. The perception of service quality comes from the design of the service process and impressions of customer contact. Quality attributesQuality attributes can be implemented in those organizations that are adequately resourced and have an effective quality team maintaining the quality and training department. There are many quality attributes, such as availability, performance, reliability, security and conceptual integrity. Quality attributes are non-functional requirements made to evaluate the performance of a hotel. Quality Measures Total Quality Management (TQM) - Total Quality Management is an organizational management strategy that aspires to improve the quality of products or servicesEuropean Foundation for Quality Management (EFQM) - A measure for benchmarking, self-assessment and the improvement. EFQM promotes the following things such as setting a goal, providing consistent leadership, offering opportunities and development. ISO 9001 – ISO 9001 covers the process related to production and service. The International Organization for Standardization (ISO) has defined a series of hotel standards, which all hotels must follow, such as quality improvement, rules in quality management and reduction of waste and defects. Explain the components of an effective system Quality management system is a collection of plans, policies and procedures for the production or development of products or services. This set of rules or policies is implemented in the organization to meet the needs of its customers. Components of an Effective Quality System in Hilton Hotels: Leadership: Leaders of an organization establish a vision or direction for the organization such as setting challenging goals, maintaining them an internal environment through which employees fully contribute. Involvement of people: Employees working at all levels are part of an organization, so everyone needs to be involved or participate for continuous improvement. Hilton hotel always organizes open discussion on problems or knowledge sharing and uses its skills well. Process Approach: The desired outcome is achieved more efficiently when related activities and resources are managed as a process. Measure business capabilities and develop opportunities for improvement. Relationship Management: Hilton hotel mainly depends on customers, but this hotel also maintains good relationships with the company's suppliers and shareholders by establishing relationships by considering both short and long term. Explain identify problems, defects and deficiencies with respect to quality standards These are some reasons for defects and problems with respect to quality standards, such as management of standards by wrong people, failure to understand the need for quality standards and deficiencies in the design of the overall system. Some points show how effective quality standards should be used to overcome these defects or problems in Hilton hotels. Please note: this is just an example. Get a custom paper from our expert writers now. Get a Custom Essay Strategic Quality Planning: Strategic quality planning includes the purpose, objectives, vision and values for the Hilton hotel. Employees consider effective strategic quality planning efforts in developing the hotel's goals, objectives, or values. Culture of Quality Improvement: Hilton hotel is always ready to improve its quality standards because the quality management system is a continuous process and this requires continuous improvement in policies, plans implemented by the hotel management.Focus on customer needs- It is essential to measure customer needs because today customers demand perfect.

Topic > The tourism and hospitality industry's dependence on customer service quality strength, areas for improvement and repeat customers complaint patternsStrength of Hilton HotelComplaint-based improvement plan in Hilton hotelsRecommendations for actionable improvements that deliver value for moneyValue for moneyUnderstanding the entire hospitality system in the tourism and of hospitalityDefinition of "Quality", quality attributes and indicatorsExplain the components of an effective systemComponents of an effective quality system in Hilton hotels:Explain the identification of problems, defects and deficiencies against quality standardsExplain how quality standards can be used to make improvementsSome benefits for Hilton hotels using quality standardsConclusionProviding quality and excellent service is very important in Hilton hotels but in In the hospitality industry, the first priority is to provide excellent service and meet customer needs because the Hospitality industry must deliver what it promised and meet customer expectations. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an Original Essay Why You Need an Evaluation Plan in Hilton Hotel An evaluation plan critically examines the progress of your organization. Collects and analyzes information on organizational requirements. A well-planned and carefully executed evaluation plan will benefit an organization in various ways. An evaluation plan can help identify areas that require improvement and help you achieve your goals or objectives efficiently. Tracking can be done via two keys. Customer feedback via customer questionnaires, playing cards with comments, customer forums, word of mouth Staff feedback via mystery customers, complaint/compliment letters and external comments. The assessment can be done in various ways: Employee turnover In terms of human resources, worker turnover is a dimension of how your employees live together with your company and how often they need to be updated. Any time an employee leaves your organization, for any reason, it is called turnover or separation. Awards The company gives awards such as respect to the best manager, executive and other staff. New Customers We believe that the statistics we have provided on our website will provide a striking summary of our operations and a broad perception of our management system and the well-known Singapore resort. Level of Complaints/Compliments “Complainants” are described as customers who have had recent issues and the feature has notified a member of staff about them. They haven't necessarily filed a proper complaint, and their issue may not even be captured in a company's court case tracking machine. Hilton Garden Inn Singapore Guest Service Standards Plan ahead and save. Include Hilton Garden Inn in your plans and you can save up to 15% on our best available rate* by booking with us in advance. Available with a limited supply, guests can enjoy our great perks like made-to-order breakfast, evening room service and free Wi-Fi. Plus you earn Hilton Honors points for every stay. Staff feedback: if the hotel offers a discount to all customers (it costs them less) and earnsless.Guest/Customer Feedback: This type of offer for some short periods and is also limited and therefore many customers cannot take advantage of this type of offer. Analyzing information using agreed-upon techniques Impact Analysis – This is a simple technique that is used to evaluate the impact of specific environmental changes on an organization or its competitors. Simply impact analysis means a contingency plan or a backup plan for an organization. Pastel Analysis: This technique is used to search for information on political, economic, social, technological, environmental and legal aspects. This technique evaluates the impact they have on the tourism and hospitality sector. SWOT Analysis: SWOT is a technique to discover particular strengths, weaknesses, opportunities and threats of a particular company. Identification of strengths, areas for improvement and repeat customer complaint patterns Strength of Hilton Hotel Experienced Staff: The main strength of the hotel is the experienced staff, dedicated to their work, punctual, honest, focused and capable of listening and equipped with various types of organizational skills. Quality Service: The first objective of the hospitality industry is to provide the best quality services or provide professional, helpful and high quality service and meet customer expectations. Complaint based improvement plan in Hilton hotel Based on the above complaints, various improvements are needed in Hilton hotel, how should the hotel staff understand the customer and their needs, act silently when a complaint arises problem, develop clear processes and procedures to handle complaints and develop a proactive management approach, monitor customer feedback daily. Recommendations for actionable and value-for-money improvements Seek and analyze customer feedback- Hilton doesn't just make assumptions, organizations look for ways to find out what customers need and invite them to ask for help to improve. Regularly review individual performance- An organization must review the work of staff regularly and individually, making these staff work properly and sincerely. Undertake performance reviews not only during the annual appraisal. Invest in customer service training: Every organization needs to invest in customer service training. Develop your own internal customer service training session that increases or increases relevance and truly engages your employees. Value for money Your customers are the backbone of your business. They are the source of current benefits and the creation of future development. So I think the above improvements are more beneficial or better value for money for both customers and an organization because after these improvements customers are more satisfied and this increases the profit of the organization. Understanding the entire hospitality system in tourism and hospitality industry Using quality system or quality service in tourism industry is very important for Hilton hotels because customer satisfaction is the first goal of this industry. Quality is the provision of a service that meets the standards established by the hotel. The guest demands quality service and is rewarded with loyalty. Definition of "Quality", attributes and quality indicators Quality Normally quality means fully satisfying customers' needs and requests at all times. Quality is the customer experience. The perception of service quality comes from the design of the service process and impressions of customer contact. Quality attributesQuality attributes can be implemented in those organizations that are adequately resourced and have an effective quality team maintaining the quality and training department. There are many quality attributes, such as availability, performance, reliability, security and conceptual integrity. Quality attributes are non-functional requirements made to evaluate the performance of a hotel. Quality Measures Total Quality Management (TQM) - Total Quality Management is an organizational management strategy that aspires to improve the quality of products or servicesEuropean Foundation for Quality Management (EFQM) - A measure for benchmarking, self-assessment and the improvement. EFQM promotes the following things such as setting a goal, providing consistent leadership, offering opportunities and development. ISO 9001 – ISO 9001 covers the process related to production and service. The International Organization for Standardization (ISO) has defined a series of hotel standards, which all hotels must follow, such as quality improvement, rules in quality management and reduction of waste and defects. Explain the components of an effective system Quality management system is a collection of plans, policies and procedures for the production or development of products or services. This set of rules or policies is implemented in the organization to meet the needs of its customers. Components of an Effective Quality System in Hilton Hotels: Leadership: Leaders of an organization establish a vision or direction for the organization such as setting challenging goals, maintaining them an internal environment through which employees fully contribute. Involvement of people: Employees working at all levels are part of an organization, so everyone needs to be involved or participate for continuous improvement. Hilton hotel always organizes open discussion on problems or knowledge sharing and uses its skills well. Process Approach: The desired outcome is achieved more efficiently when related activities and resources are managed as a process. Measure business capabilities and develop opportunities for improvement. Relationship Management: Hilton hotel mainly depends on customers, but this hotel also maintains good relationships with the company's suppliers and shareholders by establishing relationships by considering both short and long term. Explain identify problems, defects and deficiencies with respect to quality standards These are some reasons for defects and problems with respect to quality standards, such as management of standards by wrong people, failure to understand the need for quality standards and deficiencies in the design of the overall system. Some points show how effective quality standards should be used to overcome these defects or problems in Hilton hotels. Please note: this is just an example. Get a custom paper from our expert writers now. Get a Custom Essay Strategic Quality Planning: Strategic quality planning includes the purpose, objectives, vision and values for the Hilton hotel. Employees consider effective strategic quality planning efforts in developing the hotel's goals, objectives, or values. Culture of Quality Improvement: Hilton hotel is always ready to improve its quality standards because the quality management system is a continuous process and this requires continuous improvement in policies, plans implemented by the hotel management.Focus on customer needs- It is essential to measure customer needs because today customers demand perfect.