UNIT 1 QUALITY IN HOSPITALITY SERVICES

Is responsible for planning, developing and directing quality assurance policies, programs, and initiatives. Directs process and product testing to ensure materials, services and guest attention comply with established quality standards and government regulations. Implement and monitor compliance with the quality policy of the hotel.

• Quality Coordinator

• Quality Manager

• Quality Assistant

Work with other personnel to ensure that procedures adhere to established quality standards, maintain legal compliance, and satisfy customers. The position generally works in the office, but often involves moving around and establishing good communication between the other positions in the department.

• Quality Coordinator

• Quality Manager

• Quality Assistant

Is the outcome of an evaluation process where the consumer compares his expectations with the service, he perceived he has received.

• Service Product

• Process Quality

• Service quality

It is based on meeting the expectations that a customer has before acquiring a product or service, satisfying their needs at the end of their experience.

• Service Quality.

• Customer satisfaction.

• Dimensions Service Quality.

What is the meaning of PDCA?

• Plan, Do, Art, and Culture

• Play, Do, Analyze, and Change

• Plan, Do, Check, and Act

Is "doing things correctly", that is, no matter what is done, focus on the proper use of resources..

• True

• False

Ideas, people money, effort, etc. that put into a process or activity in order to help it succeed

• True

• False

Procedure is the states how the process needs to be done.

• True

• False

Audit reports are a set of general guidelines. They outline your organization’s plan for tackling certain issues.

• True

• False

Quality is synonymous of Continuous improvement.

• True

• False