Quality In The Tourist Sector
The level of competence of our company can be calculated on its ability to understand the market trends and on its continuous focus on the satisfaction of the clients’ needs in terms of efficiency and supply of services. The client, intended as the guest, as the tourist, demands security and the assurance that what has been promised will be delivered.
The launching of a Quality program requires:
- Awareness of the advantages (benefits)
- Education to acquire the necessary know-how
- Motivation and culture to attain the proper outlook
What do we mean by quality in the hotel business?
Hotel efficiency
Quality= Expectations/ Client’s needs
Why seek quality in the hotel business? Qt can mean different things: Competitive value: The Q of the service is the main element for the hotel image. Moreover, it defines the strategic placement of the enterprise (market segmentation, customer base mix, price policy); and allows to differentiate your own service/product, influencing the specific business demand. The more the qualitative level is noticed by the market, the less the demand of a service/product of Q results in price elasticity.
System Performance Level Indicator trough a feedback focalized in: Client satisfaction; repeat business, which allows an immediate survey; internal productivity.Personal motivating effect: self gratification; consistency with an internal system of rewards/compensations; low turn over in critical professional figures.
The main benefits from a QT:
1) Improvement of services trough a client orientation process with the possible re-planning of internal critical activities.
2) Improvement of productivity trough a recognition of business processes, of priorities and costs/benefits; 3) Improvement of income through: the reduction of internal conflicts by increasing the participation and involvement of personnel;
4) Price reductions removing useless/marginal transactions;
5) A revenue increase trough the development of faithful clients and repeat business.
The critical control areas in the hotel quality field, quality improvement has to focus especially in the following sectors:
-Front office for which know-how motivation, self fulfilment, empathy, politeness, of the personnel are the main elements of the business itself.-Client satisfaction that has to be continuously monitored;
-Back office where it is appropriate to concentrate the most of the productivity and in which standardization and productivity demands shouldn’t be neglected.
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T-Lab 
