SPHM HOSPITALITY S.O.P, MANUAL,
HAND BOOK AND JOB-DES
Welcome to SPHM Hospitality S.O.P, Operating Manual, Handbook & Job Descriptions
You are all as family and member of The Rich Prada Team, you are allowed to open and download the item according to your department and work section, but you are not allowed to share this link with others.
This website only use for internal within SPHM Hospitality
As your General Manager, I will able to train you for overall departments.
This website to guide you to improve your competency in hospitality to become
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Professional in Hotel Business
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Professional in Managing Hotel
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Professional as Manager in Hotel
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Improve your Job Competencies
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Improve your Job Skill, Knowledge and Abilities.
Quality assurance in the hospitality industry
General Principles for Quality Assurance and Culture in the Hospitality Industry (Hotels)
Quality assurance can only be implemented effectively in properties who have support from the top, have adequate resources, and have an effective Quality Committee and training department.
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Quality is a function of conformance to defined standards. Standards and quality may be good or bad, the difference is a function of ethics and of discipline.
Organization programmes and standards are normally available but excellent quality implementation will really start only when the company leader and General Manager demand it. Management by dictate will produce results in the short run, but to achieve excellent quality is a long and continuous process.
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Group decisions are always better than individual decisions, if the group has true consensus. Without a strong leader, groups are ineffective vehicles for achieving organizational objectives. Therefore, the appointment of an efficient Quality Assurance Director and Committee is of the outmost importance.
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Excellent quality occurs when guests/customers complete their interaction without any errors having occurred with the hotel and customers expectations are expected.