Quality and Performance Management for
PERFORMANCE AND QUALITY MANAGEMENT FOR HOSPITALITY, TOURISM, LEISURE AND EVENTS INDUSTRY
ASSIGNMENT
Performance management and measurement in hospitality organisation
DT460/3E
LECTURER: Dr. Detta Melia
STUDENT: Samuel Vyhnanek, Filip Kral
DATE OF SUBMISSION: 21.March 2013
EXECUTIVE SUMMARY
The hotel chosen for the research had some quality assurance systems in place however the findings pointed to inconsistency and ambiguity in recognition of importance to measure and act on results. The way that company could differentiate is by authors’ opinion by understanding that only via improvement on critical success factors starting at the point of hiring human resources. Frameworks used in the company are hard to identify and are inconclusive in nature.
Human resources manager used management review one time in her history with a new general manger requesting this. Staff performance appraisal is done every six months mainly through box ticking. Each department has standards of operations procedures manual in place together with safety statement and HACCP system. Customer service and quality feedback is gathered in form of comment cards and P. O. customer service platform is used to empower staff to make decision about resolution of complaints.
From in-depth interview with deputy general manager and short questionnaire it was found that there are several dimensions monitored and some frameworks are used. Nonetheless there is no centralised effort to gain an insight about quality standards and performance. Materials gathered are not used for further analysis or development of holistic model for the company and are archived in personal records.
TABLE OF CONTENT
INTRODUCTION 4
1.0 Quality and Performance Management 5 1.1 Organisation’s Background 5 1.2 Purpose of Research 6 1.3 Methods 6
2.0 THE CRITICAL SUCCESS FACTORS OF THE OPERATION 7 2.1 Ten Questions 8
3.0 RECOMMENDATIONS 10 3.1 Conclusion 11
APPENDIX 12
BIBLIOGRAPHY AND
ASSIGNMENT
Performance management and measurement in hospitality organisation
DT460/3E
LECTURER: Dr. Detta Melia
STUDENT: Samuel Vyhnanek, Filip Kral
DATE OF SUBMISSION: 21.March 2013
EXECUTIVE SUMMARY
The hotel chosen for the research had some quality assurance systems in place however the findings pointed to inconsistency and ambiguity in recognition of importance to measure and act on results. The way that company could differentiate is by authors’ opinion by understanding that only via improvement on critical success factors starting at the point of hiring human resources. Frameworks used in the company are hard to identify and are inconclusive in nature.
Human resources manager used management review one time in her history with a new general manger requesting this. Staff performance appraisal is done every six months mainly through box ticking. Each department has standards of operations procedures manual in place together with safety statement and HACCP system. Customer service and quality feedback is gathered in form of comment cards and P. O. customer service platform is used to empower staff to make decision about resolution of complaints.
From in-depth interview with deputy general manager and short questionnaire it was found that there are several dimensions monitored and some frameworks are used. Nonetheless there is no centralised effort to gain an insight about quality standards and performance. Materials gathered are not used for further analysis or development of holistic model for the company and are archived in personal records.
TABLE OF CONTENT
INTRODUCTION 4
1.0 Quality and Performance Management 5 1.1 Organisation’s Background 5 1.2 Purpose of Research 6 1.3 Methods 6
2.0 THE CRITICAL SUCCESS FACTORS OF THE OPERATION 7 2.1 Ten Questions 8
3.0 RECOMMENDATIONS 10 3.1 Conclusion 11
APPENDIX 12
BIBLIOGRAPHY AND
Bibliography: AND RESOURCES 1. Xyz Hotel website, History, Accessed 20. March 2013 [http://www.xyz/en/the-hotel/history] 2. Solomon, M. R (2011), Consumer Behaviour – Buying, having and being, 9. edition, Pearson, New Jersey 3. Deming, W. E (2002), Out of the Crisis, 2.edition, MIT Press, Cambridge 4. Subhash, C J, Haley, G T (2009) “Pricing Strategies”, Marketing Planning and Strategy, 8.edition, Cengage learning 5. O’Donoghue, D. with Luby, A. (2006) Management Accounting for the Hospitality, Tourism and Retail Sectors. Blackhall Publishers: Dublin. 6. Evans, J. R (2011) Quality Management, Organisation, and Strategy, 6. edition, South-Western Cengage Learning, Cincinnati, US 7. Melia, D. (2011) Performance management and measurement: a hospitality industry context, Lambert Academic Publishing, Saarbrucken