27
TABEL 2.1 Quality Requirement for Budget Hotel
Service
package
Attribute or
requirement
Measurement
Nonconformance
corrective action
Supporting
facility
Appearance of
building
Grounds
Air-Conditioning
and heating
No flaking paint
Green Grass
Temperature
maintained at 86’ 2’
Repaint
Water grass
Repair or replace
Facilitating
goods
Tv operation
Soap supply
Ice
Reception clear in
daylight
Two bars per bed
One full bucket per
room
Repair or replace
Restock
Restock from ice
machine
Information
Guest preference
Complete
Update
Explicit
service
Room cleanliness
Swimming pool
water purity
Room appearance
Stain-free-carpet
Marker at bottom of
deep end visible
Drapes dawn to width
3ft
Shampoo
Change filter and check
chemicals
Instruct maid
Implicit
service
Security
Pleasant
atmosphere
Lobby congestion
All perimeter light
working
Telling departing guest
“have a nice day “
No customer having to
wait for a room
Replace detective bulbs
Instruct desk clerk
Review room cleaning
schedule
Source: Service Management, James A. Fitzsimmons & Mona J. Fitzsimmons, 2011
p.121
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