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Hotel Total Quality Excellence in Operations
By Lakesia Wright
Dated: Dec 20, 2010
Total Quality Excellence in Hospitality Operations Management by developing Standard Operating
Procedures
Adopting a Hotel Standard; Total Quality Excellence in Operations Management
Hoteliers, primary concern is satisfying the guest and running a profitable business. However, hotels
operating as an Independent hotel there are core functions that are often overwhelmingly misdiagnosed, the
Operations of the Hotel. Management and Operations are most times interrelated and cross functional in
their roles. However similar in roles, management of staff and operating a hotel offers different functions
with the same objectives in mind. Hoteliers seem to neglect the fact that Human capital run, operate and
manage the staff of their business, and there are certain operational functions and objectives that must be
engaged in order to remain a profitable business. The primary accomplishment to be achieved is total
quality excellence, satisfied and competent employees together with satisfied guest. In order for a Hotel to
achieve Operational Total Quality Excellence, the hotel must adopt or consistently enhance its Standard
Operational System. The way in which the managers operate the business, by developing Standard
Operating Procedures.
The SOP development process is an excellent way for managers, and workers to work together for
everyone’s benefit. Standard operating procedures used in combination with planned training and regular
performance feedback will lead to an effective and motivated workforce. The Purpose of the SOP is to
identify operational problems, correct deficiencies and create total quality awareness throughout the entire
organization.
The following eight steps describe a method that will implement procedures and generate maximum buy
-in from the workforce. This is normally developed by the Operations Manager in a Cooperative
arrangement with Human Resources.
Step 1. Adopt a Total Quality Excellence Program.
Adopting a standard program, developed by the Operations Manager who should be diplomatic and
confident in implementing the Standard operating procedures, since the procedures work best when they are
designed to achieve specific results. The Operational Managers decides what operational goals must be
achieved through better management with SOPs and how the goals will be measured utilizing benchmarks.
The Standard Operating Procedure sets the example of how certain operational procedures should be
performed including Best Practices, while enforcing company rules and regulations. SOP’s are crafted to
achieve the company overall objectives while improving employee moral and enhancing guest total
satisfaction. There are two types of SOP’s, one for each Department and one for employees within the
Department.
The Process to Development
The process by which to achieve Operational total quality excellence will include seven core functions
listed as follows:
a.First observe, analyze and identify opportunities for improvements in operational procedures.
b.Then we prepare and develop a plan for improvement
c.Apply new or amend operational guidelines where necessary
d.Analyze and Measure performance
e.Explore and Implement solutions
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f.Deliver and Distribute final requirements and guidelines
g.Control and Improve performance
Step 2. Producing The First Draft
Select a format for the procedure. If you choose to use simple steps, hierarchical steps, or the graphic
format, first make a detailed list of the steps in the order they are to be followed. A simple way to get
started is to observe someone performing the process as it now exists and write down everything that the
person does. This list is now a draft of the procedure. If the procedure needs to appear as a flowchart, start
with the most reasonable beginning point. Draw the decisions that a worker will need to make and the
actions that follow each decision.
Step 3. Conduct Internal Reviews
Provide each worker who performs the procedure with a copy of the draft SOP. Ask the workers to review
and suggest changes that will make the procedure easier to understand or more accurate or will improve
performance. Assure the workers that their input is important and will be used. People are much more likely
to accept and use an SOP if they feel a sense of ownership in it. Another reason to involve the workers is
that they are likely to have good ideas. The internal review will also help managers to determine employees
that are likely to perform within the company guidelines. Managers actively engage their work teams in a
continual quest to become more efficient, increase cost-effectiveness, and improve total quality within the
departments.
Step 4. Conduct External Reviews
Managers increasingly rely on advisers outside their own organizations. The SOP writing process is an
excellent way to tap the expertise of your advisers. Provide them with a copy of the SOP draft. Ask them to
suggest any changes that will make it clearer and more effective. Revise the procedure as necessary to
incorporate their input.
An Outline for Standard Operating Procedure may consist of:
A. The Companys Objectives Visions & Mission Statement
B.The General Manager philosophy
C. Each Departments Objectives
Rules of each Department
1.Job Description of Employee by Department and category
2.Rules of engagement the employee must follow
3.Best Practices for the Department
4.Best Practices employees must follow
5.Department operating Schedule
6.Employees Schedule
7.Inventory Schedule
8.Department Audit schedule
9.Training Schedules
10.Employee Training Schedules
Operations Management professional profile: may consist of hotel manager, assistant hotel manager,
assistant general managers roles and functions. In some independent hotels, the General Manager and
Operational Manager is the same individual. The operations manager must posses the following related
skills, abilities and core competencies.
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Atleast , 5 to 7 consecutive years in any of the above roles, or have owned, operated or managed a private
hotel business.
Formal training and education in Hospitality management and travel and tourism, or the equivalent in
business management or Real estate management with combined training in Hospitality management and
Travel& Tourism, will be useful, continued training in Hospitality Management will be necessary.
Experience in Human Resource Management atleast 5 years. Must posses advance, presentation skills,
people management skills, time management, organization and effective levels of communication.
Analytical, Decision, Judgment and thinking skills are extremely critical. Must be a goal setter and posses
team oriented focus driver mechanism. Extremely energetic, the ability to work flexible and long hours and
most holidays. Perfect for a single status individual, since most of the individuals time will be spent at the
hotel focusing on total quality excellence in management.
Must have an entrepreneurial approach to business activities and a Sharp sense of business ownership. An
advanced flexible leadership style mix will be needed 50% Authoritive and 50% democratic, since there
may be hundreds if not thousands of personalities to bear in mind. Must be able to perform under stressful
situations and deliver resolutions on demand.
Category Hotel management
Tags lakesia wright, hospitality total quality excellence in operations, hospitality management
Email Click to email author
City/Town Montego Bay
State/Province Saint James
Country Jamaica
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