A Quality Management Mindset for Hospitality: Service Standards Beyond Individuals

Good service should be repeated regularly. Not depending on what customer is meeting with the employees on a day, Quality Management Mindset helps to change “good service intention” into a system that the team understands and develops continuously.

Configurate the Service Standard

The standard should tell what customers should get in each Touchpoint. It does not need to make the service hard, but it should help everyone understand the minimum level of quality that the organization expects.

Process design makes the team real follow.

Too complex steps are often removed. Workflow should be designed in accordance with the resources, the number of people and real situations. To keep the standard in regular tasks. Not only in the manual.

Training must be connected to real situations.

Good training should help the team understand both the reasons, practices and decisions in different situations. Not just remember Script.

Use feedback as development information.

Claims, customer opinions and information from the workpage should be analyzed to find a point to solve in Process, Communication or Service Design instead of looking at a specific event.

Create the Continuous Improvement Circuit

The service standards should be reviewed according to customer behavior, service patterns and business goals that change. A system of tracking and review helps quality continue to develop.

ICORP develops Hotel & Wellness business on the basis of Customer Experience, Service Design and Quality Management Mindset that is in line with the foundation of the Group of Companies for Standardization and Enterprise Development.