Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Quality and Leadership

No description
by

Your Prezis

on 31 January 2016

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Quality and Leadership

Separate elements
White transparent rectangle
This PNG file you can cop anyway you like!
Brown transparent rectangle
CONCEPT
THE PROBLEM
VALDALL HOTEL BY OCEAN'S 6
MISSION
VISION
VALUES
THE COMPANY
THE GALLERY
TARGET
INFO
STRATEGY
What is the problem?
1
2
3
4
5
6
Analysis of the cause(s)
Present possible solutions
Select & plan the solution
Implementation
Evaluation
INTERNAL CUSTOMERS
EXTERNAL CUSTOMERS
One-to-one interviews
Continuous staff check-up
Written surveys in rooms
The perception of our service is LOW:
We are not delivering the standards we promised
QUALITY STANDARDS
NOT REACHED
LONG WAITING TIME
BAD RELATIONSHIPS
OVERLAPPING TIMETABLES
STAFF OVERWHELMED
Problem:
We are not delivering
the standards we
promised
ENVIRONMENT
INFRASTRUCTURE
MATERIAL &
RESOURCES
PROCESS
PEOPLE
Lack of support
from teammates
Pressure to reach goals
Isolated location
High distance
between cabins
Lack of
training
Unadapted leadership
style
Lack of international
experience
Standards not
known
Unmotivated
staff
Unclear roles
Only 2 cars for the
whole hotel
Inefficient
inventory
organization
Overlapping
timetables
Complex procedures
Misunderstanding
of daily tasks
Bad allocation of
financial capital
FISHBONE
BRAINSTORMING
SESSIONS
CRITERIA RANKING
In
Norway
Seasonal
Customer
based
10 cabins, 200 meters away from each other
High-end
experience
Our mission is to provide a
luxury service
in a
remote
destination in Northern Europe making sure our guests live a
personalized experience
.
Be the ultimate hotel in providing a
unique experience
and a
home away from home

feeling
in Scandinavian countries.
Nature orientation
Caring & Cordiality
Detail orientation
Family orientation
Honesty
Dynamism
Proactivity
Christmas & other holidays experience

High qualified/high education

Not billionaires but enjoy little pleasures
Bob & Sally
30 to 45 years old
with or without kids
Cabins:
Give the best of the Scandinavian culture
Home away from home
Personalized service
High-end experience in the Norwegian countryside
Thanks for your attention!

We hope to see you soon in Valdall Hotel
Issue raised by Susana:
"We were on our honeymoon and the hotel was amazing but there was no staff"
-
4
up to 2 people
-
4
up to 4 people
-
2
up to 6 people
€500 to €700 a night
Opened from Oct. to April
Mixing the staff from
different departments
Retrain
operation
manager
Re-do timetables with the help of the staff
Increase training for different departments
Increase informal training / social activities
Train everyone on standards & quality indicators
Buy a new car
Bench-marking
Implement daily trainings
Develop a proper Performance Management System
Increase empowerment
Promote Internal Communica-tion
Strengthen the recruitment process
Adapt and train managers on leadership style
Hire an external consultant
Implement a “5S” program
Hire people from different nationalities
Create a KPI that suits to the needs of the clients
Promote internal
communication
Train & review the standards and the quality indicators
Increase inter-departments training (quick daily training and “seminars”)
TOP 3
Train & review the standards and the quality indicators
Printable quality indicators
Available and visible in
strategic places
Training & testing
throughout the year
Increase inter-departments trainings
DAILY TRAINING
SEMINARS
15 minutes
Specific weekly topic
2 weeks a year
Before and after the season
Promote internal communication
ONLINE
PLATFORM
WALKIE
TALKIE
DAILY BRIEFING
Less complaints
Increased employee
satisfaction
Staff and guest follow-ups
will continue to make sure
standards are met
Full transcript