NWPC Service Quality: Your Road Guide to Productivity and Competitiveness

2009NWPC SERVICE QUALITY: YOUR ROAD GUIDE TO PRODUCTIVITY AND COMPETITIVENESSBACKGROUNDThe National Wages and Productivity Commission of the Department of Labor and Employment developed the Service Quality Program for the Hotel and Restaurant Industry. Essentially the program is in response to the 2007 National Human resource Conference commitment of mainstreaming a culture of productivity in key employment generators. aIcETSThe Hotel and Restaurant Industry is considered as one of the drivers of growth and key employment generators.DESCRIPTIONThe Service Quality Training program is a two-day training Program intervention for the hotel and restaurant industry workers, aim at enhancing workforce knowledge and skills to create an "error free" service to clients.OBJECTIVES• To understand the importance of creating an "error free" service.• To recognize the importance of error hunting prevention in creating/sustaining a responsive service quality program.• To demonstrate skills in mastering the needs of the customers and communicating the service to customers.• To appreciate the contribution of teamwork in creating an "error free" service. • To instill/promote the value of teamwork in creating "error free" service.PROGRAM COMPONENTSThe program has...