Dhruba Mandal

SERVICES MANAGEMENT IN HOTEL INDUSTRY

One star Should be clean comfortable and well mentioned

Two star hotel offer the basic quality of one-star plus additional features including a restaurant

A three-star hotel is one offering a truly excellent lodging experience

A four-star hotel is luxurious and characterized by attention to detail and the feeling that guest comfort and convenience are the priority concern

A five-star property is an elite property that is ranked superior in every area of the rating system

Hotel Rating System

Organization of Hotel Functions

Revenue Management strategies utilize below tool to attain certain revenue goals

GOPPAR Gross Operating Profit Per Available Room is equal to total revenue less

the total departmental and operating expenses

GOPAR = Total revenue ndash Total Department ndash Total Operation Cost

RevPOST Revenue per Occupied Space Time is a measure of the Revenue Efficiency

of a Group or of a Hotelrsquos utilization of its Function Space

RevPAR Revenue Per Available Room is a metric commonly used to measure

financial performance in the hospitality industry It is a function of both room rates and

occupancy

RevPor Revenue Per Occupied Room is used by Hotels to evaluate the Revenue

Contribution of a Group is most often viewed by Revenue Managers in comparison to

budgeted targets anticipated demand and Year-Over-Year figures in order to determine

the rates concessions and contract terms offered to Meeting Planners

Hotel Revenue Management System

Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same

Hotels are generally divided into three major functional areas

1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping

2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service

3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas

Hotel Operations

The Rooms Division is the heart of the hotel

It is the main business of the hotel and the main source of revenue

Rooms can contribute 70 percent or more to overall revenue and even more to profit

The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads

The center of activity in the Rooms Division is the Front Office

The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities

Rooms Division

Rooms Division (Reservation Department hellip)

Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department

The Reservations department is responsible for taking reservations

Reservation system (contd helliphellip

The price of each of these units is called the room rate

Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms

The Reservations department attempts to maximize(1) room rate and (2) occupancy rate

Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate

Food amp Beverage ndash Hierarchy Chart

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

One star Should be clean comfortable and well mentioned

Two star hotel offer the basic quality of one-star plus additional features including a restaurant

A three-star hotel is one offering a truly excellent lodging experience

A four-star hotel is luxurious and characterized by attention to detail and the feeling that guest comfort and convenience are the priority concern

A five-star property is an elite property that is ranked superior in every area of the rating system

Hotel Rating System

Organization of Hotel Functions

Revenue Management strategies utilize below tool to attain certain revenue goals

GOPPAR Gross Operating Profit Per Available Room is equal to total revenue less

the total departmental and operating expenses

GOPAR = Total revenue ndash Total Department ndash Total Operation Cost

RevPOST Revenue per Occupied Space Time is a measure of the Revenue Efficiency

of a Group or of a Hotelrsquos utilization of its Function Space

RevPAR Revenue Per Available Room is a metric commonly used to measure

financial performance in the hospitality industry It is a function of both room rates and

occupancy

RevPor Revenue Per Occupied Room is used by Hotels to evaluate the Revenue

Contribution of a Group is most often viewed by Revenue Managers in comparison to

budgeted targets anticipated demand and Year-Over-Year figures in order to determine

the rates concessions and contract terms offered to Meeting Planners

Hotel Revenue Management System

Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same

Hotels are generally divided into three major functional areas

1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping

2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service

3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas

Hotel Operations

The Rooms Division is the heart of the hotel

It is the main business of the hotel and the main source of revenue

Rooms can contribute 70 percent or more to overall revenue and even more to profit

The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads

The center of activity in the Rooms Division is the Front Office

The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities

Rooms Division

Rooms Division (Reservation Department hellip)

Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department

The Reservations department is responsible for taking reservations

Reservation system (contd helliphellip

The price of each of these units is called the room rate

Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms

The Reservations department attempts to maximize(1) room rate and (2) occupancy rate

Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate

Food amp Beverage ndash Hierarchy Chart

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Organization of Hotel Functions

Revenue Management strategies utilize below tool to attain certain revenue goals

GOPPAR Gross Operating Profit Per Available Room is equal to total revenue less

the total departmental and operating expenses

GOPAR = Total revenue ndash Total Department ndash Total Operation Cost

RevPOST Revenue per Occupied Space Time is a measure of the Revenue Efficiency

of a Group or of a Hotelrsquos utilization of its Function Space

RevPAR Revenue Per Available Room is a metric commonly used to measure

financial performance in the hospitality industry It is a function of both room rates and

occupancy

RevPor Revenue Per Occupied Room is used by Hotels to evaluate the Revenue

Contribution of a Group is most often viewed by Revenue Managers in comparison to

budgeted targets anticipated demand and Year-Over-Year figures in order to determine

the rates concessions and contract terms offered to Meeting Planners

Hotel Revenue Management System

Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same

Hotels are generally divided into three major functional areas

1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping

2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service

3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas

Hotel Operations

The Rooms Division is the heart of the hotel

It is the main business of the hotel and the main source of revenue

Rooms can contribute 70 percent or more to overall revenue and even more to profit

The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads

The center of activity in the Rooms Division is the Front Office

The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities

Rooms Division

Rooms Division (Reservation Department hellip)

Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department

The Reservations department is responsible for taking reservations

Reservation system (contd helliphellip

The price of each of these units is called the room rate

Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms

The Reservations department attempts to maximize(1) room rate and (2) occupancy rate

Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate

Food amp Beverage ndash Hierarchy Chart

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Revenue Management strategies utilize below tool to attain certain revenue goals

GOPPAR Gross Operating Profit Per Available Room is equal to total revenue less

the total departmental and operating expenses

GOPAR = Total revenue ndash Total Department ndash Total Operation Cost

RevPOST Revenue per Occupied Space Time is a measure of the Revenue Efficiency

of a Group or of a Hotelrsquos utilization of its Function Space

RevPAR Revenue Per Available Room is a metric commonly used to measure

financial performance in the hospitality industry It is a function of both room rates and

occupancy

RevPor Revenue Per Occupied Room is used by Hotels to evaluate the Revenue

Contribution of a Group is most often viewed by Revenue Managers in comparison to

budgeted targets anticipated demand and Year-Over-Year figures in order to determine

the rates concessions and contract terms offered to Meeting Planners

Hotel Revenue Management System

Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same

Hotels are generally divided into three major functional areas

1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping

2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service

3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas

Hotel Operations

The Rooms Division is the heart of the hotel

It is the main business of the hotel and the main source of revenue

Rooms can contribute 70 percent or more to overall revenue and even more to profit

The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads

The center of activity in the Rooms Division is the Front Office

The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities

Rooms Division

Rooms Division (Reservation Department hellip)

Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department

The Reservations department is responsible for taking reservations

Reservation system (contd helliphellip

The price of each of these units is called the room rate

Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms

The Reservations department attempts to maximize(1) room rate and (2) occupancy rate

Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate

Food amp Beverage ndash Hierarchy Chart

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Although hotels range in size from under 100 rooms to over 5000 rooms functions remain essentially the same

Hotels are generally divided into three major functional areas

1 Room Division Includes Front Desk Reservations Uniform Services (Security etc) and Housekeeping

2 Food and Beverage divisionIncludes Restaurants Bars Banquets and Room Service

3 Staff and support department Includes Accounting Engineering Marketing Human Resources and Contracted areas

Hotel Operations

The Rooms Division is the heart of the hotel

It is the main business of the hotel and the main source of revenue

Rooms can contribute 70 percent or more to overall revenue and even more to profit

The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads

The center of activity in the Rooms Division is the Front Office

The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities

Rooms Division

Rooms Division (Reservation Department hellip)

Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department

The Reservations department is responsible for taking reservations

Reservation system (contd helliphellip

The price of each of these units is called the room rate

Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms

The Reservations department attempts to maximize(1) room rate and (2) occupancy rate

Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate

Food amp Beverage ndash Hierarchy Chart

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

The Rooms Division is the heart of the hotel

It is the main business of the hotel and the main source of revenue

Rooms can contribute 70 percent or more to overall revenue and even more to profit

The Rooms Division is overseen by the Resident Manager (or Assistant General Manager) and various department heads

The center of activity in the Rooms Division is the Front Office

The Front Office is responsible for checking guests in checking them out securing payment listening to complaints communicating with other departments determining room availability and selling additional rooms among other responsibilities

Rooms Division

Rooms Division (Reservation Department hellip)

Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department

The Reservations department is responsible for taking reservations

Reservation system (contd helliphellip

The price of each of these units is called the room rate

Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms

The Reservations department attempts to maximize(1) room rate and (2) occupancy rate

Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate

Food amp Beverage ndash Hierarchy Chart

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Rooms Division (Reservation Department hellip)

Reservations can be made by the guest via other methods but many requests are still made through the hotelrsquos reservation department

The Reservations department is responsible for taking reservations

Reservation system (contd helliphellip

The price of each of these units is called the room rate

Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms

The Reservations department attempts to maximize(1) room rate and (2) occupancy rate

Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate

Food amp Beverage ndash Hierarchy Chart

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Reservation system (contd helliphellip

The price of each of these units is called the room rate

Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms

The Reservations department attempts to maximize(1) room rate and (2) occupancy rate

Occupancy is the measurement of how many rooms are sold each night verses how many rooms the hotel has to selleg 75 rooms sold of 100 rooms available= 75 occupancy rate

Food amp Beverage ndash Hierarchy Chart

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Food amp Beverage ndash Hierarchy Chart

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Coffee shop

Restaurant

Fine dining

Bar

Lounge

Executive lounge

Conferencing amp banqueting

Outside catering

Room service

Mini bar

Guest amenities

Employee dining

Food amp beverage services in hotels

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Kitchen Design

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

And efficient kitchen is where the chefs prepare and cook food in minimal time whilst maintaining a very high standard This could be achieved through a methodical and economical method of working by rarr

1048698 Ensuring all kitchen equipment is up to standard and ready to use Eg A sharp knife over a blunt one at all times

1048698 Using electrical equipment for appropriate and worth while purposes for instances a potato peeler for 4 portions of potatoes which is likely to take more time in putting the machine to use than the time taken to peel potatoes it self is unworthy

1048698 Working systematically as possible

1048698 The kitchen crew holding right postures in order to avoid fatigue and so forth Eg when standing for long periods of times standing correctly with weight evenly on both legs

Kitchen ndash Production Design

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Other Support Departments

Sales and MarketingResponsible for ldquocreating customersrdquoLargely revolves around selling ldquoblocksrdquo of roomsCan be a large department in convention hotels specialized by market

AccountingRole is moving beyond just bookkeepingIncludes overseeing the ldquohouse ledgerrdquo and the ldquocity ledgerrdquoAlso includes the night audit

Human ResourcesLabor intensive industry requires progressive HRResponsibilities include supporting line departments in all HR related activities (hiring and recruiting training staffing etc)

EngineeringOversees Heating Cooling Water Lighting Telecommunications Energy Management Electric other

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Hotel Marketing Process

1 Deciding what to be and whom

to offer2 At what

price

3 Creating Answers amp Stimulating Demand

4 Making the Hotel Available

5 Closing Confirming

amp Managing Revenue

6 Preparing

to satisfy amp delight

7 Retaining Customers

8 Measuring Satisfaction

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

Determining Customer Needs Priorities for Improving Service Quality

QFD (Quality Function Deployment)

rarr QFD (Quality Function Deployment) is a quality management tool through which we can determine what we need to accomplish to satisfy or even delight the customers

rarr QFD is a visual connective process that helps teams focus on the needs of the customers throughout the total development cycle It provides the means for translating customer needs into appropriate technical requirements for each stage of a productprocess development life-cycle

rarr It has been seen that the use of QFD can reduce the development time by 50 percent and start-up and engineering costs by 30 percent

rarr The QFD process involves four phases(1) Product planning house of quality(2) Product design parts deployment(3) Process planning(4) Process control (quality control charts)

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

A chart (matrix) represents each phase of the QFD process The complete QFD process requires at least four houses to be built that extend throughout the entire systems development life-cycle with each house representing a QFD phase

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

QFD Phases

Phase 1 rarrIdentifies customer requirements (WHATs) and evaluates those weights in the left wall of the housePhase 2 rarr compare the competitiveness of the service in the right wallPhase 3 rarr translate customer requirements into service design characteristics (HOWs) just below the roofPhase 4 rarrdefine the relationship between WHATs and HOWs in the central deployment matrix or called relationship matrixPhase 5 rarr define the relationships between the various service design characteristics in the correlation matrix in the roofPhase 6 rarr design the target values of the service on the ground floor of the house which is the absolute importance for each service design characteristic

The QFD charts help the team to set targets on issues which are most important to the customer and how these can be achieved technically The ranking of the competitors products can also be performed by technical and customer benchmarking

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

House of Quality for Hotel Industry

The customer wants are listed in order of customer preferences as follows

1 Showing the home and interested in solving the customer problems2 Fulfilling the customers required services with the 1st request3 Making bills amp reports correctly4 Providing customers with fast services5 Personnels knowledge interest and information on responding to the customers6 Friendly attitude of personnel`s toward customers7 Safe environment for customers accommodation8 Fast Reservation amp settlement system9 Understanding special needs of customers by the personnel10 Proper appearance of the personnel11 Physical facilities such as furniture decoration carpets etc12 Proper location of the hotel amp existence of clean and tidy rooms13 Existence of swimming pool sauna and Jacuzzi14 Internet accessibility in hotel rooms15 Praying room Koran etc16 Offering qualified food

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

QFD Result amp Conclusion

QFD Result amp Conclusion

Thank You

QFD Result amp Conclusion

Thank You

Thank You