Pearson New International Edition International pcl tp indd 1

Role of Hotel Senior Managers in Quality
Executive committee members, including the FOM, play a role in developing and
implementing guest service processes that emphasize quality. These senior managers
must be committed to and share the vision that guest service will always be a high
priority. They must consistently “walk and talk” the philosophy of guest service.
These senior leaders must provide the support, time, money, and training needed to
ensure that process improvement projects are undertaken and will be successful. They
must also provide the necessary training, equipment, tools, and other resources that
will assist employees in consistently performing work tasks that meet standards. The
hotel’s senior leaders must also establish employee appraisal systems that reward
employees who consistently meet standards designed to maximize guest service.
Another important task of senior managers is to empower staff members to make
nonroutine decisions to meet their guests’ needs. They should do so in recognition of
the following basic beliefs:
•
The person doing the job generally best knows how to do the job.
•
Problem solving and decision making should be done at the lowest capable
level in the organization.