Quality Management Case Study: Fairmont, Le Montreux Palace Hotel

If the preferences of the guests corresponds to what we have in the hotel, we could know that those are the guests who belong to our hotel. We have to be able to satisfy the guests completely.

-To consistently provide our customers with impeccable service by demonstrating warmth, graciousness, efficiency, knowledge, professionalism and integrity in our work.

“The responsibility for ensuring high-quality guest services and accommodations rests primarily with employees” (Partlow, 1993). Both companies use this motto to guide their team in TQM. The Strategic Group and the Ritz-Carlton understand and implement the TQM concept of managing organizations with a set of tools, policies and procedures that ensure quality production and services. These set of tools are given to employees to succeed and to create and recreate the excellence of the culture in the companies. Stakeholders and top management come to agreement of minds that employees are the backbone of the companies because they are the ones that are representing the company in reflection to what has taught in training and seen by example of upper management. Both companies also believe that when involving employees in the decision making process instead of governing them, employees have a sense autonomy that generates pride in what they do in turn will be present in the way of work and they eyes of customers.

Courteous and friendly customer service-oriented approach; able to create good relationship with customers with the intention of making them repeat customers

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Four Seasons is a globally renowned hotel company recognized for its luxurious diversity, and emphasis on customized service. The company has 270 core worldwide operating standards that are congruent across all properties. However, along with their globally uniform standards, they do an excellent job of integrating the local culture into each property. For example, a guest will always receive a message on time, have clean room, and enjoy a great meal. But an Italian concierge has his own style and flair, while in Turkey or Egypt, the guest

(2004) 'Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model', Journal Of Marketing Management, 20, 7/8, pp. 897-917 ). I will use to develop the level of fine dining segment. I would be interesting to explore factors influences customer willing to pay for quality service. I would also seek the relationship of quality employee impact to customer repeat purchase patronage

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

I have chosen Ritz Carlton Kuala Lumpur as the hotel for this assignment. Food and Beverage (F&B) department is an umbrella group overseeing employees who work in multiple restaurants and shop that are united in providing a single, consistent dining experience within an organization (yellowstonejobs, 2011, p.1). In this world, every single human have to eating to survive. Hotel provides restaurants to serve the food to the customer. Besides that, F&B department also will take the in-room dining order from the customer. This wills convenience the customer to having they meal without going out their room. Restaurant also will take reservation from the guest. The restaurant takes the reservation from the guest who wants to have dinner in the restaurant. This basically will help the restaurant t increase the minimum revenue for the restaurant.

To be the first choice of hotel guests, team members, and owners alike, building on the heritage and history by:

1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

special attention should be given to maintain quality in the case of the Hotel and

Service is the most important aspect when it comes to handling a hotel. A hotel’s main objective is to provide the best service and tend to all of the guests’ needs and requirements. If there is no service then there would be no business. When running a business, the costumer is always placed first. Poor services can results in a complaint from a guest. But that complaint can be used to better the business in the future.