NAME: Bamba, Angel S SUBJECT: Quality Service Mgt. in Tourism and Hos.

COURSE/YEAR: BSHM 1A

LEARNING LOG:

COURSE OUTCOME:2

LESSON TOPIC GENERALIZATION EAR 6 FACETS

NO#

E- I keep my customer
happy are listen to their
5 How to keep The methods to In this lesson is all about to how problem, control my
your clients keeping the to keep your clients happy. I emotions, and lastly is
happy customers happiness apply the some techniques like always smile.
are listening to your Anticipating future & recurring
customers, recurring customers, ac listening to your I-Excellent communicat
customers, employ customers. ion skills can enhance
“next best action” or a guests experience as
NBA, be humble and it shows that you are
the most important listening to them,
is be honest to your valuing their feedback
clients. and conveying clear
messages. This can
lead to customer
loyalty,
increased business an
d eventually
the hotel becoming
more successful.

A- Acknowledge
promptly
that you received a
message. If no
particular response is
required, just say
"thanks." If you own an
"action item" but can't
get to it for a while, let
the sender
know you saw the
message and estimate
when you expect
to reply.

P- Because
ineffective communica
tion can create
misunderstandings,
missed opportunities,
conflict, the
dissemination of
misinformation and
mistrust, employees
might just feel overall
defeated.

E- I feel if someone
ignore my request is
sad or angry.

SK- My greatest
strength is my ability to
 stay focused
on my work and finish
tasks in advance of a
deadline.

6 Management The strategies that In this pandemic many business

Strategy ensure quality are close so that many people
service are customer lost their job due in Covid 19.We
focus, leadership, are Filipino full of strategy, they
engagement of think some strategy like online
people, process shop, open small sari-sari. The
approach, hotel are affected too so they
continuous think some idea to open their
improvement hotel they use the technologies
to less in counter of the bell boy
or the front desk clerk, also they
accept now cashless transcation.

7 Systematic Systematic is the In systematic approach you must E- Systematic is the

Approach to process ensure your have outline the system, process ensure your goal
Quality goal or how to organize, understand the or how to achieve in the
achieve in the relationship , continuously business
business expand and last is evaluate the
I-We interpret the
resources
systematic approach to
conduct first some
research to where your
business build and study
your competitors

A- Assemble a
team,define the
problem,ask the first
why,ask why four more
times, know when to
stop,address the root
causes, monitor your
measures
P- The significance are
giving confidence to
relevant parties,capacity
to concentrate.
E-I feel to excited
because your mind it’s to
create new ideas or
strategy
SK-"My strength is
that I'm a hard
worker. My
weakness is that I
get stressed when I
miss a deadline
because someone
 else dropped the
ball."

8 Quality An important E-An important factor

Business factor in in
Relationship the relationship b the relationship betw
etween supplier een supplier and
and customer is customer is
the quality of relat the quality of relation
ionship, which ship, which
determines the determines the
probability of probability of
continued continued
interchange interchange between
between supplier supplier and
and customer in customer in the
the future. future.

I- The significance
total quality
management is
transaction between
businesses like
wholesale or retail

A- I develop loyalty
from customer is to
never over
promise,do not delay
the order

Q- For me important
the b2b and b2c
because B2B are
from wholesale and
retail while the B2C
are business to
consumer like online
shopping

E- You have passion,

open
mindedness,creativit
y, comport with risk

SK- I want to learn

about business
relationship are how
to mark up

9 Setting up a Quality In quality System are tangible Quality Management

Quality Management gains, challenging goals,flexibility ensures that an
System ensures that an that enables, Increased organization, product
organization, effectiveness, or service is
product or service consistent
is consistent
I-ensure the quality
service such as
encourage agent
feedback,have
agents listen to their
calls, send post-
contact surveys

A-Service quality in
the hospitality
industry becomes
one of the most
important factors for
gaining a sustainable
competitive
advantage and
customers'
confidence in the
highly competitive
marketplace, and
therefore service
quality can give
the hospitality
industry

P-quality
management
system affects every
aspect of an
organization's
performance.
Benefits of a
documented quality
management
system include:
Meeting the
customer's
requirements, which
helps to instill
confidence in the
organization, in turn
leading to more
customers, more
sales, and more
repeat business.

F- I feel sad because

they not follow the
request

SK- understand
learning needs,go
mobile friendly,ease
of integration