THE

ORGANIZATIONAL
STRUCTURE IN THE
HOSPITALITY
INDUSTRY
 GENERAL MANAGER
• Receptionist
• Front Desk
ROOMS
• Housekeeping
• Security

• Catering
• Room Service
FOOD
AND
BEVER
AGE

• Benefits
• Hiring
HUMA
N
RESOU
RCE

• Sales Managers
MARK
ETING

• Purchaser
ACCO
UNTIN • Auditing
G
Quality in the hospitality
industry is defined as “the
consistent delivery of products
and guests services according
to expected standards”
QUALITY COMPONENTS IN
HOSPITALITY INDUSTRY
 Consider the guests being served
 Determine what the guests desire
 Develop procedures to deliver
what guests wants
 Train and empower staff
 Implement revised systems
SERVICE QUALITY MODELS AND
CUSTOMER SATISFACTION
SERVICE QUALITY-
Usually expressed as a
function of customer’s
expectations of the service
provided.
THE SERVQUAL MODEL OF PARASURMAN
ET.AL (1988)

TANGIBLES
RELIABILIT
Y
RESPONSIVENESS
ASSURANC
E
EMPATHY
THE CRITICAL INCIDENT
TECHNIQUE (CRIT)
Attempts to recognize what is happening in the
various “moments of truth” and the results are
gathered from various samples after deep
investigations. It’s helpful in providing useful
and accordingly quality improvement
OTHER TOOLS FOR
IMPROVEMENT
Apart from the internal and external
measurements, there are some other tools to
monitor quality products or services and achieve
improvement in the industry.

1. Mystery guest/ Mystery Shopper

2. Satisfaction Surveys (can be thru online or
physical boxes in the establishment)
IMPORTANCE OF SERVICE
QUALITY & CUSTOMER
SATISFACTION
1. Customer Loyalty
2. Happier Environment
3. Increased Security
4. Better Value