Quality service makes happy guests and staff
The importance of locating problems before customers find them is something that Lincoln Davis (right), director of quality management, InterContinental Grand Stanford Hong Kong, tells his staff time and again.
'Quality of service is very important in the hotel business. Customers pay a lot of money to stay at a hotel. They expect everything to work and we have to deliver a service that is up to their expectations,' says Davis.
When Davis was working as a duty manager he received a lot of complaints from customers. He came to believe that many could be avoided if hotel staff themselves had checked things beforehand.
'I supervise a quality team which consists of staff from every department of the hotel. Staff from various departments will check each other's work. For example, food and beverage will check on whether the housekeeping of the rooms is up to standard before customers come in to stay,' he says.
The introduction of quality management prompted questions from staff at first, but the results show it is worth the effort. 'Now we have fewer complaints. Customers are happy. Staff handle fewer complaints so they too feel happy. It's a win-win situation,' Davis says.
Quality is a road with no end and Davis is always striving to do better. 'A lot of patience is required because things don't get better in one day. My goal is to make the hotel better by having happy staff and happy guests.'