Service Standards Please Respond To The Following Imagine Yo

Service Standardsplease Respond To The Followingimagine You Are In

Service Standardsplease Respond To The Followingimagine You Are In

"Service Standards" Please respond to the following: Imagine you are in the planning phase of establishing a service delivery system for a five-star restaurant. Create one service quality standard for this restaurant that could also be used in other industries other than hospitality. Ensure the standard meets the “SMART” criteria. Explain your reasoning behind the service standard you create. Describe an experience you had in an industry other than hospitality that met your expectations.

Apply a service quality standard from your experience to an area within the hospitality industry. * SMART goals Goals should be Specific, Measureable, Attainable, Results oriented, and Time bound. "Planning" Please respond to the following: Identify a planning technique used in a non-hospitality industry that would also be valuable in the hospitality industry for planning a service delivery system. Explain your reasoning for your decision. A major function of planning a service delivery system is to prevent problems. Apply a beneficial prevention strategy or tool used in a non-hospitality industry to an area within the hospitality industry. Provide an explanation with your response.

Paper For Above instruction

Introduction

The development of effective service standards is crucial for ensuring quality in a variety of industries, including the hospitality sector. Establishing SMART (Specific, Measurable, Attainable, Results-oriented, and Time-bound) standards allows organizations to set clear expectations, monitor performance, and continually improve. This paper explores the creation of a universal service quality standard for a five-star restaurant that can be applied across industries, illustrates a personal experience with exceptional service outside hospitality, and discusses effective planning techniques and prevention strategies from other industries adapted to hospitality.

Developing a SMART Service Quality Standard

In the planning phase of a five-star restaurant, a vital service quality standard is the promptness of service. Therefore, I propose the standard: "All guest orders are served within 15 minutes of being placed, 95% of the time during operating hours." This standard exemplifies the SMART criteria as follows:

- Specific: Focuses on the timely delivery of orders.

- Measurable: Achieving a 95% rate within the 15-minute window.

- Attainable: Given proper staffing and efficient workflow, this target is realistic.

- Results-oriented: Aims to improve customer satisfaction and operational efficiency.

- Time-bound: The standard applies during all operating hours, with ongoing monitoring.

This standard is crucial because timely service directly correlates with guest satisfaction, and maintaining it across industries fosters consistency and trust. Its universality is evident, as promptness is valued whether in healthcare for treatment, retail for checkout times, or technology for response times.

Personal Experience with Exceptional Service in a Non-Hospitality Industry

A notable experience occurred in the automotive industry where I purchased a vehicle. The dealership provided comprehensive pre-sale information, transparent negotiations, and expedited delivery. The staff’s professionalism and adherence to promised timelines exceeded my expectations. They effectively communicated throughout the process and addressed concerns promptly, leading to a positive, trust-building experience. This exemplifies how a service standard—such as clear communication and timely execution—can elevate customer satisfaction regardless of industry.

Applying a Service Standard from Experience to Hospitality

The service standard of transparent and proactive communication was effectively exemplified in the automotive experience. Applying this to the hospitality industry, hotels can adopt a standard ensuring that guests receive proactive updates about their service, such as table readiness or room maintenance, within a specified timeframe—say, within five minutes of the request. This standard enhances guest experience by reducing uncertainty and demonstrates attentiveness, akin to the automotive example where clear updates fostered trust.

Planning Technique from a Non-Hospitality Industry

The Just-in-Time (JIT) inventory management system, widely used in manufacturing industries like automotive assembly, is a valuable planning technique for hospitality. JIT focuses on reducing inventory costs and improving efficiency by delivering resources exactly when needed. In a restaurant, adopting JIT can optimize ingredient stock levels, minimize waste, and ensure freshness, aligning with customer demand without overstocking.

Reasoning:

JIT enhances flexibility and responsiveness of a service delivery system, which is essential in hospitality where customer preferences are dynamic and real-time adjustments are often necessary. Implementing JIT prepares the restaurant to adapt swiftly to fluctuations in customer volume, reducing delays and enhancing the overall guest experience.

Prevention Strategy / Tool from a Non-Hospitality Industry

A potent prevention tool from the airline industry is Crew Resource Management (CRM), developed to minimize human errors during flights through communication, situational awareness, and decision-making. In hospitality, this approach can be adapted into team communication protocols such as pre-shift briefings where staff collaboratively review upcoming challenges, potential issues, and service bottlenecks.

Explanation:

By fostering open communication and shared situational awareness, hospitality staff can better anticipate and prevent service failures, such as delays or misunderstandings. This proactive approach reduces the likelihood of customer complaints and operational disruptions, ensuring smoother service delivery.

Conclusion

Creating universal service standards that adhere to SMART criteria is fundamental across industries for enhancing performance and customer satisfaction. Applying lessons from other sectors, such as automotive or airline industries, provides valuable planning techniques and prevention strategies that can be tailored to the hospitality environment. Emphasizing clear communication, efficient resource management, and proactive team strategies enables service providers to meet or exceed customer expectations consistently.

References

  • Berry, L. L. (2014). Discovering the Soul of Service: The Nine Drivers of Sustainable Business Excellence. Free Press.
  • Grönroos, C. (2007). Service management and marketing: Customer management in service competition. John Wiley & Sons.
  • Heizer, J., & Render, B. (2017). Operations Management (11th ed.). Pearson.
  • Jaworski, B. J., & Kohli, A. K. (1993). Market Orientation: Antecedents and Consequences. Journal of Marketing, 57(3), 53–70.
  • Langley, G. J., Moen, R. D., Nolan, K. M., Nolan, T. W., Norman, C. L., & Provost, L. P. (2009). The Improvement Guide: A Practical Approach to Enhancing Organizational Performance. Jossey-Bass.
  • Mason, K. (2015). The Application of Just-In-Time Inventory Management in the Hospitality Sector. Journal of Hospitality & Tourism Research, 39(1), 107-127.
  • Salas, E., Wilson, K. A., Burke, C. S., & Wightman, D. C. (2006). Does Crew Resource Management Do What It Promise? An Evidence-Based Review. Human Factors, 48(2), 392–405.
  • Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill Education.
  • Zehir, C., & Uğurlu, E. (2017). The Impact of Service Quality on Customer Satisfaction and Loyalty in the Hospitality Industry. Procedia - Social and Behavioral Sciences, 58, 1668-1675.
  • Johnson, P., & Grayson, K. (2018). Cognitive and Affective Trust in Service Relationships. Journal of Business Research, 31(3), 199-208.

Related Assignments