Module 1

Quality Service Management

Module
in
Tourism and Hospitality
* Why is quality service considered very important in Tourism and Hospitality
industry?

- In the tourism and hospitality industry quality service is very important as it is

dependent on a business chance of keeping and gaining customer.

Total Quality Management

Total - Made up the whole
Quality - Degree of excellence a product or service provides.
Management - Act or manner of planning controlling or directing
Let Further Define Total Quality Management

- Total Quality Management - it’s is a management approach that aims long term
success thought customer satisfaction in which all member of the organization participate
in proving processes,product service and work environment.

 William Edward Deming - Father of Quality Evolution Master of continual

improvement of quality 1950s as the Original TQM. Also know as the Juran theory
QUALITY PLANNING, QUALITY CONTROL, QUALITY
IMPROVEMENT
 Philip Crosby- He is the Founder of Philip Crosby associates, International
consulating firm on Quality improvement.
 Module 2
UNDERSTANDING
CUSTOMERS SERVICE IN
TOURISM AND HOSPITALITY
 What is customers service?
- It’s is the assistance and advice provided by a company to those people who buy or use it’s product or
services
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The Three Principles of Customers Service in Travel and Tourism

1. IDENTIFYING The need a of external and internal customer

 EXTERNAL CUSTOMERS - These are organization visitor or user.

 Individuals
 Group
 Foreign visitor
 People with specific needs
2. IDENTIFYING The impact of quality customer service.
 QUALITY- Degree of excellence a product or service providers
 STANDARD - Refers to the requirments specification guidelines
 SERVICE QUALITY - Measure how well a service is delivered compared to costumer
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expectations.

3. Assessing the Quality of Customer Service in travels and tourism organization

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 Setting an organization functional area and individual customer service standard
 Performance Management and appraisal procedure - involving Manager supervisor and
employee.
 General customer Feedback including response rating on social media suggestion
boxes and customer comment card.
 Specific market research like surveys

PERSONALIZED CUSTOMER SERVICE

Personalized customer service- is a type of service specially provided to a particular
customer.

EXPERIENCE- refers to the series of events that one lives throught.