Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
12
8
6
Goal
After
New Process
Revised
After
New Process
Implemented
Evaluation of Guest Registration Process
Original
Process
0
Number of Service Defects
(per 1,000 rooms)
FIGURE 4
Counting defects to evaluate service processes.
99

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The process of analyzing defects with the goal of eliminating them should be
ongoing and will help the FOM and his or her department move further along the
journey toward quality service (zero defects). Some observers may question the use of
a zero defect goal, because it is not reasonably attainable. Isn’t it likely that if 200
guests are checked in on an average day, there will be some defects each week, month,
and year? If a goal is not attainable, won’t establishing that goal lead to frustration
and stress? In fact, a perception of success should occur with any reduction in the
number of defects (e.g., from 12 to 6 per 1,000 rooms). Front office staff can, in fact,
be rewarded for their efforts to reduce the number of defects during the guest regis-
tration process. Then the challenge becomes how can the defect rate be lowered from
less than 6 defects per 1,000 rooms? Ongoing efforts may yield still fewer defects and
improved scores on guest surveys.