Application of Quality Tools to the Check-In and Check-Out System at Hotel Escargo

Excellence in service is the essence of excellence in hospitality because it is the warmth, the caring and the welcome extended to guests that often blur other failings. Extending a warm and sincere welcome to guests and honoring them is included in many religious and ethical traditions of the world. Thus, it is important that all staff at a hotel, especially those involved in frontline operations that create first impressions, be aware of what they should do to try to present excellence in service to the guests. When a guest registers at a hotel, they create a first impression that influences all other impressions about their stay at the hotel. This brief write-up presents a discussion about application of quality tools to reception performance measurements for Hotel Escargo.