This document summarizes a presentation on total quality management for the hospitality and tourism industry. It discusses the overarching framework of strategy, staffing, and systems for service excellence. It emphasizes understanding guests through the concept of "guestology" and focusing on delivering the experiences guests desire. Key aspects of strategy, staffing, and systems are outlined, including the importance of training, standards, and technology to monitor and measure performance. The presentation concludes by asking attendees to envision future changes in the leisure and tourism industry over the next 10-20 years.

1. Service Excellence
Leading the Way to Wow!
LTM 124 – Total Quality Management
2nd
Live Online Class at WizIQ
Faculty: Sheila Lo Dingcong, Miriam College
February 18, 2015
Reference: Total Quality Management for Hospitality and Tourism by
Ford, Sturman and Heaton , 2012, Cengage Learning

2. Things to Remember
• The overarching framework of the three Ss
– strategy, staffing, and system
• The concept of guestology – service
excellence starts and begins with the guest
• The challenges of leaders in the industry
must face in the future
• The importance of innovation and
managing change

3. What does the guest want?
• A guestologist never stops studying the
guest, using all the scientific tools
available to know what the guest really
wants, actually does, and truly values.
• The service product, the environment and
the delivery system combine to create the
experience desired by the guest.

4. Strategy
• The Key Drivers
– The Basics
– The Wows
– Personalize
– Study, study, study
– Plan, plan, plan

5. Staffing
• People make the difference
• Getting the Right People for the job
• Server responsibilities
– Deliver the service products
– Manage the quality of the encounters or
interactions
– Identify and fix service failures

6. Staffing
• Training
• Setting and Reinforcing Standards
• Employing the Guest

7. Systems
• Systems and Guestology
– Organizational processes
– Technology
– Planning and testing (simulations & dry runs)
– Monitoring and measuring
• The Wait
– Acceptable, tolerable, and if possible,
negligible

8. Hospitality and the Future
• Board work
– In 10 to 20 years from now, imagine what will
be the significant changes or operational
highlights that the leisure and tourism industry
will have or employ.
– Based on your previous experience in a live
board work, please plan what to do before
touching the board. 