LO1 Understand the different approaches to quality management appropriate to commercial operations
- Discuss definitions of quality in terms of business and services provision in general in the hospitality industry.
- Illustrate the inspection and assurance processes, especially at Sheraton Hotels and Resorts.
- Discuss a range of approaches to quality management, focusing on the case study.
- Explain the similarities and differences between the different methods explored in 1.3
LO2 Understand the benefits of quality management in a business and services context
The following four criteria should be covered through PowerPoint slides.
As the deputy general manager, you have been asked to present to your management team on “Quality Management” in light of several complaints about the service provided in a specific Hyatt Hotel worldwide.
Your presentation should include EVERY member of your group and, ideally, will be presented using Microsoft PowerPoint slides. There should be a maximum of 20 slides for the complete presentation in groups of 4-5 learners to demonstrate the following criteria: 2.1, 2.2, 2.3 and 2.4. Note that you will be assessed based on your performance and contribution to the PowerPoint slides and presentation, though the activity can be developed in groups.
Consequently, learners would be assessed and graded individually.
2.1 Discuss what is meant by customer satisfaction in a specific Sheraton hotel anywhere in the world
2.2 Explain the meaning of continuous improvement centering around Sheraton Hotels worldwide
2.3 Illustrate the type of added values to be gained in hotels in general
2.4 Describe the types of information made available to customers and the importance is given to effective marketing, especially in the Sheraton Hotels and Resorts
LO3 Understand a range of quality controls and how service to the customer can be improved
3.1 Explain how quality management can be measured in the Sheraton Hotels Group
M3: Use a range of sources of information from other Hospitality businesses around the globe (ref: 3.1) (Merit M3)
3.2 Evaluate the benefit of user and non-user surveys in determining customer needs in Hotels in general
3.3 List the methods of consultation employed in one quality scheme to encourage participation by underrepresented groups
M1: Give Specific examples concerning the real life situation in (ref: 3.3) within the industry
(Merit M1)
3.4 Identify the value of complaints procedures and analyze how they may be used to improve quality in Hospitality Organisations
LO4 Be able to apply the principles of quality management to improve the performance of an organization
4.1 Report on self-assessment’s role in determining an organization’s current ‘state of health.’
4.2 Evaluate the importance of communication and record keeping focusing on Sheraton Hotel Groups
D3: Give evidence of research to support the requirement in (ref: 4.2) (Distinction D3). You can also bring examples from other Hotels to compare and contrast your findings
4.3 Follow guidelines on the stages of staff consultation necessary for effective implementation of a quality scheme
4.4 Propose new systems or modifications to existing systems that could improve service quality in general for Hospitality Organisations
