Building a Programn for World-Class Service

Abstract

A hotel or restaurant can improve its service by undertaking a step-by-step service-improvement program based on how customers view the operation. Customer input helps management determine which parts of the customer-service cycle are most in need of improvement. Once an area is chosen, a management team should set objectives and consider quality standards, if any exist, for the service cycle's cost, quality, and time. Through surveys and focus groups, customers can suggest not only service problems, but their potential solutions. Employees, too, can make similar suggestions, but their proposed solutions must address the problems identified by the customers. Another important source of ideas for improving service is other companies, including competitors, that might be willing to share their standards, or benchmarks. Drawing all these elements together, the management team can redesign service processes. The case of Hotel Sofitel North America demonstrates how these concepts work.