QUALITY OF SERVICES SEMINAR: Hotels, Resorts and Restaurants

August 31, 2012
9am – 5pm
Metro Center Hotel, Tagbilaran City, Bohol

Fee: Php 6,000.00 / person plus 12% VAT

• Early Registration Payment: Ten-Percent (10%) Discount if PAID thirty (30) days before the training date
• Group Discount: Five-Percent (5%) on Three (3) or More Participants

 
 
 
 
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Course Synopsis

The issue of customer service has become very important to companies in competitive industries like hotels, restaurants and resorts. Good quality service results in customer loyalty. The course details the dimensions and systems that will guide the organization in improving its quality of service to meet international standards.

Who should attend

The training is designed for the management and staff in a hotel, resort and restaurant facility. The training will help them gain a better understanding of the dimensions and systems of good quality service.

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Course Outline

1. Definition of Terms
   1. Quality of Service
   2. Customer Service
   3. Customer Satisfaction
2. Dimensions of Service Quality
3. Establishing a Quality Assurance System
4. Assessing Quality and Effectiveness of Customer Service
5. Customer Loyalty and the Impact of Service Quality
6. Quality of Service – Best Practices

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NIDA U. AUTOR

A graduate of BS Chemistry from the University of Sto. Tomas and Master of Science in Soil Science from the University of the Philippines, Los Banos, Laguna.

She has worked as Research Chemist at the International Rice Research Institute (IRRI) where she has written numerous published papers in various technical fora in the field of rice research.

A Laboratory Head at Manila B-Meg Plant of San Miguel Corporation where she has helped established laboratory systems following ISO/IEC Guide 25; Analytical Services Laboratory Manager of La Tondena Distillers where she spearheaded the ISO/IEC 17025 Certification, established quality systems and GMP standards.

As a Skin Care Development Manager for Asian Regional Technology Center of Colgate Palmolive, she has developed and managed the Quality Assurance, Health and Safety Programs that consistently met all the Colgate ISO standards, developed and validated new test methods to support the timely launch and more aggressive claims for new oral care, personal care and fabric care products all over Asia, assisted Colgate plants in Thailand and Vietnam in developing and quality systems following GMP and HACCP standards and Colgate Laboratory Standards. Awarded Colgate Palmolive’s prestigious “The Chairman’s You Can Make a Difference Program” (YCMAD) for improving the product development process for detergents that reduced turnaround time and increased efficiency.

Has served as Laboratory Manager for First Analytical Services and Technical Cooperative (FAST Laboratories) and spearheaded the accreditation of the Cubao Laboratory for ISO/IEC 17025 Standards, quality systems for Batangas laboratory following ISO/IEC 17025 standards.

She has served as a Consultant for Global Quality Consulting, Audited manufacturing plants in China, Korea and Thailand for conformance to GMP, HACCP and Risk Assessment, Conducted GMP training for the personnel of manufacturing plants in China.

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BANCO DE ORO (BDO)

Account Name:

Aguila Group Companies (AGC) Development Corporation

Account Number:

00 543 801 3291

Bank Address:

Alfaro-Salcedo Village Branch, PCCI Bldg., 118 Alfaro St., Salcedo Village, Makati City 1227, Philippines

Swift Code:

BNORPHMM

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