Professional Documents
Culture Documents
Quality Management
In
Hospitality
Assignment 1
Group DDr
Yogesh Patil
Jacob Mathew
Vibhor Ahuja
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Quality Management in Hospitality PGD in Hospitality Management
Definition of Quality
Every quality Gurus have their different perceptions hence there are different
definitions of quality. But majority of them consider that “Customer is always right”.
However following are some theories mentioned by Gurus and my understanding on their
perception.
Peter F Drucker,
“Quality in a product or service is not what the supplier puts in. It is what the customer gets
out and is willing to pay for.” Peter F Drucker(1973)
Here Peter F Drucker explained that any product or service can not be decided by
manufacturer or supplier that it is top quality, but only the customers. Customers are good
judge of product or service quality. Therefore quality for particular product or service may
differ from customer to customer.
For example, some guests liked the meat in the Beef Wellington while some others
liked the pastry around the meat even though all Beef Wellington are made the same.
W. Edward Deming
Like Peter F Drucker, Deming (1950) strongly stated that customers or consumers
have good judgment of quality. He also stated that if an organisation improves standard,
improve management and redefining processes, then quality also improves.
But we defined quality as follows: Every product or service is designed for a specific
purpose, and if it meets the expectations by fulfilling the purpose, then it is quality.
For example,
Dominos is best in delivering the food in 2-5 minutes to customer consistently, as they set
their quality in terms of time and delivery of fast food, but the same would not be
acceptable for a fine dining restaurant.
Quality model
(Ref- http://www.baldrige21.com/Baldrige%20Criteria.htm)
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Quality Management in Hospitality PGD in Hospitality Management
“To be the premium worldwide provider of luxury travel and hospitality products and
services” (http://www.nist.gov/public_affairs/bald99/ritz.htm)
2. The Physical Product: - Ritz ensures that they make the right physical product. The
product that their customers want today, tomorrow and in the future. The Ritz
invests between $5, 00,000 to $1 Million per room.
3. The People: - In Ritz they have “Ladies and Gentlemen serving Ladies and
Gentlemen”. For Ritz, employees are their most important resource. Every employee
is given 100 hour training on customer service annually (250 hours for front-line,
first year employees).
• Motto
• Service Values
These are included in wallet size book and given to all the staff.
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Quality Management in Hospitality PGD in Hospitality Management
Every staff of the company can spent up to $2000 per incident for the guest. The amount
can even increase with the permission of the General Manager. This explains the amount of
trust the company has on the staff.
Customer Customisation
The hotel heavily depends on gathering customer information and preferences. This is
possible by exploiting the information technology resources. For example, responses to the
service request by overnight guests or reviews given to meeting planners after the event are
all systematically entered into a database which holds more than a million files which is
accessible to all Ritz hotels. This information can be used to personalize the service on the
arrival of the guest in any Ritz hotel on the next visit.
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Quality Management in Hospitality PGD in Hospitality Management
Bibliography
Quality,
Mark Graham Brown (2006) Baldrige Award Winning Quality 15th edition, Productivity
press, New York
Ritz Cartlon,
• 1999 Baldrige Award Recipient, Ritz-Carlton Hotel company,
http://www.nist.gov/public_affairs/bald99/ritz.htm, Last updated 15th Feb,2000; Date accessed 29th
January 2010
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