Introduction to Quality Management in Tourism and Hospitality

A set of practice flashcards covering key concepts from the notes on Total Quality Management in the tourism and hospitality industry, guest experience, service quality, planning cycles, and strategic tools.

What are the two main elements of tourism?

Movement to and from a destination and overnight stay outside the permanent residence.

What is the defining focus of the hospitality industry?

Pleasure, luxury, enjoyment, and experiences rather than merely necessities.

How are the tourism and hospitality industries related?

They are symbiotic; one cannot function effectively without the other.

What does Intangibility mean for tourism products?

They cannot be seen, tasted, felt, or heard before purchase; only tangible items are tickets/receipts.

What does Inseparability mean in tourism products?

Services cannot be separated from the provider and exist only when consumption occurs.

What does Perishability mean in tourism products?

Products/services cannot be stored for sale at a future date.

What does Variability refer to in tourism services?

High variability because services are performed by humans and can vary by producer and situation.

What does Absence of Ownership mean in tourism services?

Purchasing a service (e.g., hotel stay) does not transfer ownership of the facility or seat.

What does 'Manufactured by Many Producers' indicate?

A tourism product involves multiple producers and cannot be provided by a single enterprise.

What is Seasonality in tourism?

Predictable yearly changes with peak seasons causing fluctuations in demand.

Name the four key components of Quality Management.

Quality planning, quality improvement, quality control, quality assurance.

What is Quality Planning?

Identifying quality standards pertinent to the project and deciding how to meet them.

What is Quality Improvement?

Decisive changes in processes to improve reliability or outcome.

What is Quality Control?

Ongoing effort to uphold a process’s reliability and integrity in achieving an outcome.

What is Quality Assurance?

Planned/systematic actions to provide reliability to meet specified requirements.

What is the aim of Quality Management in an organization?

To ensure stakeholders collaborate to improve processes, products, and services for long-term customer satisfaction.

List some core principles of Total Quality Management (TQM).

Customer-focused; Total Employee Involvement and Empowerment; Process-centered; Peak performance; Strategically based; Scientific approach; Obsession with quality; Long-term commitment; Education and training; Freedom through control; Unity of purpose.

What is Guestology?

Scientific study of people’s needs, expectations, and behaviors in the service industry to manage a service organization effectively.

What is the Guest Cycle?

Pre-Arrival, Arrival, Occupancy, Departure.

Describe the Pre-Arrival stage in the Guest Cycle.

Guest inquiries about services and room bookings before arrival.

Describe the Arrival stage in the Guest Cycle.

Registration/room assignment and first face-to-face interaction; learning standards and services.

Describe the Occupancy stage in the Guest Cycle.

Guest stays; requests and special needs are met during travel or stay.

Describe the Departure stage in the Guest Cycle.

Checkout or end of tour; coordination across departments to conclude the experience.

What are the three components of the Guest Experience?

Service product, service setting, service delivery system.

Define a Service Encounter.

The person-to-person interactions between staff and guests, including automated/self-service encounters.

What are Moments of Truth?

Critical events in the guest experience that shape perceptions; can be positive (Moments of Glory) or negative (Moments of Pain).

What are Moments of Glory?

Positive moments where guest expectations are exceeded.

What are Moments of Pain?

Negative moments where the guest experience falls short or disappoints.

What is Zero Moment of Truth?

The online information search and first impression before a purchase.

What is the Actual Moment of Truth?

The period between when a customer makes a purchase and when they receive the product.

What is the First Moment of Truth?

The guest’s first direct experience with the product or service.

What is the Second Moment of Truth?

Subsequent experiences that engage the guest’s senses (see, feel, hear, etc.) throughout the stay.

What is the Ultimate/Last Moment of Truth?

When the guest shares their opinion about the brand via reviews or feedback.

What are Guest Expectations?

Guest beliefs about what a hotel/restaurant/travel provider should do, how they should behave, and the environment.

What are External customers?

Customers who do not have a direct relationship with the company but purchase its products/services.

Name the External Customer types listed in the notes.

Loyal customers, Impulse customers, Discount customers, Need-based customers, Wandering customers.

What are Internal customers?

Individuals within the organization who receive services from staff and whose treatment affects guest service.

How is Quality defined in tourism and hospitality?

The difference between the quality a guest expects and the quality they actually receive.

How is Value defined in tourism and hospitality?

The overall worth of an experience considering benefits relative to costs (price, quality, time, effort, emotions).

How is Cost defined in this context?

Tangible and intangible costs borne by the guest during the experience, including time and risks.

What is Strategic Planning in hospitality?

Identifying internal and external factors to reach long-term goals and formulate policies.

Name the three elements of strategic planning.

Identifying long-term goals; Adopting courses of action; Resource allocation.

What are Porter’s generic competitive strategies?

Cost leadership; Differentiation; Focus.

What is the Hospitality Planning Cycle?

Environmental assessment, Internal assessment, Vision and Mission, Strategic premises, Forecasting, Action plans; cycle repeats annually.

What is a core competency?

A bundle of skills and technologies that give the organization a competitive advantage; may be outsourced or complemented by strategic alliances.

What is the difference between Vision and Mission?

Vision describes aspirational future; Mission explains the organization's purpose and how/where it serves.

What are Len Berry’s four characteristics of an excellent service strategy?

Quality; Value; Commitment to service (people, training, resources, rewards); Growth and development of employees.

What are the three guest-experience components that guide service strategy?

Service product; Service environment; Service delivery system.

What are Action Plans in hospitality planning?

A set of tasks for the next period across management, staffing, capacity, finance, and marketing, with metrics for progress.

What is SWOT analysis used for?

To identify strengths, weaknesses, opportunities, and threats to inform strategy.

What is PESTLE analysis?

A macro-environmental analysis covering Political, Economic, Socio-Cultural, Technical, Legal, and Environmental factors.

Name some external macro factors to plan for in the future (as listed).

Demographics, Technology, Social expectations, Economic forces, Competitors, Stakeholders.

Who are stakeholders in the tourism and hospitality industry?

Resource suppliers, Capital suppliers, Labor, and other groups that shape the industry's future.

Why is planning for uncertainty important in tourism and hospitality?

Plans are flexible guides; the environment changes, so organizations must stay vigilant and adapt.