service audit-hotel

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service audit-hotel

  1. 1. SERVICE AUDIT THE GRAND RESIDENCY Binayak Mahapatra(11) Sabyasachi Rout(38) Trideep sahu(57 )
  2. 2. Agenda
  3. 3. OBJECTIVE OF STUDY <ul><li>To Evaluate the service qualities of Grand Residency. </li></ul>
  4. 4. INTRODUCTION <ul><li>Mid market hotel </li></ul><ul><li>It is located at the Heart of the city. </li></ul><ul><li>Finest accommodation. </li></ul><ul><ul><li>Single(Business class) </li></ul></ul><ul><ul><li>Double(executive class) </li></ul></ul><ul><ul><li>Suits(Platinum class) </li></ul></ul><ul><li>State of the art Conference hall and banquet hall. </li></ul><ul><ul><li>CHANAKYA-2200 sqft,250 capacity </li></ul></ul><ul><ul><li>ASOKA -1500 sqft,150 capacity </li></ul></ul><ul><ul><li>KANSHIKA –the board room-25 capacity </li></ul></ul><ul><ul><li>TERRSE-4500sqft-500-800 capacity </li></ul></ul>
  5. 5. GALLERY GALLERY
  6. 6. ORGANISATIONAL STRUCTURES OWNER G.M. SUPERVISIOR(6) OTHER EMPLOYESS(30)
  7. 7. FACILITIES <ul><li>GENERAL SERVICES </li></ul><ul><li>BATHROOM FACILITIES </li></ul><ul><li>ROOM FACILITIES </li></ul><ul><li>SECURITY MEASURES </li></ul>
  8. 8. SERVICES OFFERED <ul><li>CORE SERVICES </li></ul><ul><li>RESTAURANT- </li></ul><ul><ul><li>DINE AND DRINK (GRAND DARVAR) </li></ul></ul><ul><ul><li>LAUNGE-BAR (JALSA) </li></ul></ul><ul><li>ACCOMMODATION </li></ul><ul><li>SUPPLEMENTARY SERVICES </li></ul><ul><li>PICK AND DROP </li></ul><ul><li>LAUNDRY </li></ul><ul><li>ENTERTAINMENT </li></ul><ul><li>GUIDE FOR TURIST LOCATION </li></ul><ul><li>CREDIT AND DEBIT CARD FACILITIES </li></ul>
  9. 9. SERVICE ENCOUNTER <ul><li>TELEPHONIC ENCOUNTER </li></ul><ul><li>BOOKING FOR ROOM </li></ul><ul><li>BOOKING FOR THE TABLE </li></ul><ul><li>ROOM DELIVERY OVER PHONE </li></ul><ul><li>FACE TO FACE ENCOUNTER </li></ul><ul><li>GIVING ORDERS </li></ul><ul><li>AT THE RECEPTION </li></ul><ul><li>HOUSE KEEPING </li></ul><ul><li>ENTRY </li></ul>
  10. 10. RESEARCH METHODLOGY <ul><li>THREE METHODS WE FOLLOW </li></ul><ul><li>INTERACTION </li></ul><ul><li>OBSERVATION </li></ul><ul><li>QUESTIONARIES </li></ul><ul><ul><li>SERVQUAL METHOD(PERCEPTIONS-EXPECTATION)GAP-5 </li></ul></ul><ul><ul><li>SERVICE QUALITY =f(gap) </li></ul></ul>
  11. 12. OBSERVATIONS AND ANALYSIS <ul><li>GAP-1(7) </li></ul><ul><li>INADEQUATE UPWARD COMMUNICATION </li></ul><ul><li>MORE LEVELS OF MANAGEMENT </li></ul><ul><li>INFORMED CUSTOMER </li></ul><ul><ul><li>BILLING </li></ul></ul><ul><ul><li>COMMUNICATION </li></ul></ul><ul><ul><li>EMPHASIS ON INTERACTION WITH CUSTOMERS </li></ul></ul>
  12. 13. GAP-2(4) <ul><li>COMPLAINS ARE TAKEN SERIOUSLY </li></ul><ul><li>GREAT AMOUNT OF TASK STANDADISATION </li></ul><ul><li>GAP-3(6) </li></ul><ul><li>CONFORMITY WITH MANAGEMENT EXPECTATIONS. </li></ul><ul><li>PROPER ROLE ANALYSIS. </li></ul><ul><li>RIGHT MAN FOR RIGHT GOB </li></ul><ul><li>SUPERVISORY CONTROL SYSTEM </li></ul><ul><li>MOTIVATION & TEAM WORK </li></ul>
  13. 14. GAP-4(5) <ul><li>EXTERNAL COMMUNICATION </li></ul><ul><ul><li>ADVERTISING </li></ul></ul><ul><li>INTRENAL COMMUNICATION </li></ul><ul><ul><li>EDUCATION </li></ul></ul><ul><ul><li>GOOD CO-ORDINATION BETWEEN DIFFERENT DEPARTMENT </li></ul></ul><ul><ul><li>CUSTOMER AWARENESS </li></ul></ul>
  14. 15. GAP-5 <ul><ul><li>SERVQUAL METHOD(PERCEPTIONS-EXPECTATIONS) </li></ul></ul>Dimensions Expectation(SERVEXP scale) Perception (SERVPERC scale) SERVQUAL gap= Perception- Expectation Assurance 7 5 -2 Reliability 8 4 -4 Responsiveness 11 9 -2 Tangible 10 7 -3 Empathy 3 1 -2 Total SERVQUAL gap 7.8 5.2 -2.6
  15. 16. PROFIT AND GROWTH <ul><li>Customer loyalty </li></ul><ul><ul><li>Multiple visits by same customers </li></ul></ul><ul><ul><li>Repeat purchase data </li></ul></ul><ul><ul><li>Profit by referrals </li></ul></ul><ul><li>Growth </li></ul><ul><ul><li>Potential is low </li></ul></ul>
  16. 17. Customer satisfaction <ul><li>Steps adopted for data collection: </li></ul><ul><li>Front line staff-deal with clients everyday, they try to collect, organize and interpret the client comments and feedback. </li></ul><ul><li>Staffs are involved in a systematic way to ensure client feedback on regular basis. This implies </li></ul><ul><ul><li>a) you are serious about connecting with customers, and b) you respect the wisdom and abilities of your staff. </li></ul></ul>
  17. 18. Contd… <ul><li>Utilization methods- </li></ul><ul><ul><li>Data mining applications - ATTENSITY is used </li></ul></ul><ul><ul><li>Daily sales report, monthly revenue report and the profit and loss account to analyse regularly and not at the end </li></ul></ul><ul><ul><li>Helps in decision making </li></ul></ul><ul><ul><li>Devising new plans for services </li></ul></ul><ul><ul><li>Managing customers likes and dislikes </li></ul></ul><ul><ul><li>Check on errant staff </li></ul></ul><ul><ul><li>Ascertain trends, services and practices that need to be phased out </li></ul></ul>
  18. 19. External service value <ul><li>Firms measurement tools </li></ul><ul><ul><li>mainly follows complaint register </li></ul></ul><ul><ul><li>steps are taken to ensure the complaints are rectified </li></ul></ul><ul><li>Customer perceived value </li></ul><ul><ul><li>Expectations-perception </li></ul></ul><ul><ul><li>Less gap between the dimensions </li></ul></ul><ul><ul><li>So better service quality </li></ul></ul>
  19. 20. <ul><ul><li>DIMENSIONS </li></ul></ul>SCORES <ul><ul><li>Tangible </li></ul></ul>10 <ul><li>Understanding </li></ul>10 <ul><ul><li>Reliability </li></ul></ul>8 <ul><ul><li>Competency </li></ul></ul>7 <ul><ul><li>Security </li></ul></ul>12 <ul><ul><li>Courtesy </li></ul></ul>9 <ul><ul><li>Communication </li></ul></ul>14 <ul><li>Credibility </li></ul>5 <ul><li>Responsiveness </li></ul>11
  20. 21. Employee productivity <ul><li>Specialization - specialized skills and knowledge </li></ul><ul><li>functional organization - fosters efficiency, teamwork, and coordination </li></ul><ul><li>Job description- job title, a brief statement of duties and procedures, working conditions, and hours in the start. </li></ul><ul><li>Redesign - jobs are redesigned reguraly toimprovecoordination,productivity, and product quality </li></ul><ul><li>Job enrichment - employees are given more control over job-related activities; and flextime,a flexible work schedule </li></ul>
  21. 22. SERVICE PROFIT CHAIN FOLLOWED BY THE HOTEL
  22. 23. STRATEGIES TO ENHANCE EMPLOYEE LOYALITY <ul><li>PROVIDING TRAVEL ALLOWANCE </li></ul><ul><li>RIGOROUS SELECTION PROCEDURES </li></ul><ul><li>EMPLOYEES DAY </li></ul><ul><li>INTENSIVE TRAINING </li></ul><ul><li>IMPROVES JOB DESIGN </li></ul><ul><li>EMPLOYMENT SECURITY GUARANTEES </li></ul><ul><ul><li>1.Assistant manager of the reservations department </li></ul></ul><ul><ul><li>2. Reservations department manager </li></ul></ul><ul><ul><li>3. Rooms department manager </li></ul></ul><ul><ul><li>4. Resident manager </li></ul></ul><ul><ul><li>5. General manager </li></ul></ul>
  23. 24. FIRMS LEADERSHIP <ul><li>Vision-providing a preferred hospitality experience by providing out of the way unexpected services </li></ul><ul><li>Caring-well being of guest and their belongings is given prime importance </li></ul><ul><li>Fairness-employees are treated according to their performance </li></ul><ul><li>Empowerment-employees are empowered with tools and authority to ensure the expectations are exceeded of the guest </li></ul><ul><li>Growth-commitment to manage change creates opportunities for people and proceeds to develop </li></ul>
  24. 25. Conclusion <ul><li>Maintains consistent high quality product and service. </li></ul><ul><li>Training and development to raise the service quality standard . </li></ul><ul><li>Training employees in interpersonal skills, communication skills . </li></ul><ul><li>Constant feedback given to the employees to develop the employees skill to treat well to the customers. </li></ul><ul><li>Constantly and visibly expressing managements commitment to increase the service quality. </li></ul><ul><li>  </li></ul><ul><li>Preset specific service quality goals to the employees. </li></ul>
  25. 26. Recommendations: <ul><li>Some measure should be taken to reduce the communication gap. </li></ul><ul><li>Carefully choosing the personnel's who interact with the customers </li></ul><ul><li>More robust database development </li></ul><ul><li>Emphasis on standardisation </li></ul><ul><li>Diversity management should be given importance </li></ul><ul><li>More flexibility in the management system </li></ul><ul><li>Globally oriented mindset </li></ul><ul><li>Focus on Growth potential </li></ul><ul><li>Management levels should be reduced </li></ul><ul><li>Emphasis on clear billing facilitiesand payment facilities. </li></ul>

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