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Quality service in 4 components

quality-service-hotelero

12 min lectura

The reason for our success is no secret.
It comes down to one single principle that transcends
time and geography, religion and culture. It’s the
Golden Rule – the simple idea that if you treat people well,
the way you would like to be treated, they will do the same.
Isadore Sharp, Founder of Four Seasons

What are quality service components?

The quality service offered at hosstinn, have been created to help organizations face those challenges. We focus on all the components required to deliver practical magic, or in other words: exceeding your guests’ expectations by paying attention to every detail of the delivery of your products and services. 

Employees

Now more than ever, retaining professional and engaged staff is of vital importance. Ultimately, companies all over the world have realized that their employees are their most important asset. Even more so for service organizations who simply would not be able to operate without them.

Quality Standards

Quality standards give us the framework to establish criteria for the necessary actions to accomplish the service strategy. On top of that, they serve as the measure of quality service. They also help set expectations for both staff and guests.

Setting

By setting, we mean the place where customers experience the service offered by the organization. Throughout the guest cycle, the service experience varies from checking the online reputation all the way to paying the bill and leaving a positive review.

The setting that the guest encounters, plays a critical role in how the service provided is perceived. The management of the effect of the setting on the guest experience is achieved by paying attention to details. 

The setting also includes the environment, the objects located within the environment, and the procedures that enhance the quality of the environment. 

Processe in Service Quality

Processes embrace and utilize both employees and setting, and they consist in the most prominent service-delivery system in most organizations.

However, there are friction points in every process. These are moments when even a finely tuned process can break down (especially when the organization is running at full capacity). Those frictions contribute to turning what would have been a good experience into a bad one.

It’s impossible to eliminate friction points, but the goal is to stop them from turning into explosion points.

We understand that the basis for a business is knowing and understanding its customers. Their needs; wants; perceptions; and emotions are the commencement of every action that needs to be taken, but for the rest, hosstinn is what you need on the road to service excellence.

If you want to know more about hosstinn, we invite you to contact us.

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