FAILURE MODE AND EFFECT ANALYSIS TO INCREASE THE SERVICE QUALITY ON FRONT OFFICES OF HOSPITALITY INDUSTRY

Abstract

Author(s): M├╝nevver ├ç?├çEKDA?I, ├ťmm├╝ Saliha EKEN ?NAN

Time management can only be provided with taking precautions for all possible mistakes by all personnel from manager to staff. The managements who are unconcerned with these mistakes and required improvements will be condemned to fail in laborintensitive tourism market. In this study, a systematic technique of failure modes and effects analysis (FMEA) is explained and applied in practice to hospitality management which is one of the important management types in tourism industry. As a result of pre-study phase, it is determined that the most of the inconveniences of the plant takes place in front office and accordingly possible mistakes are listed, sorted due to the priority and suggestions are offered for the solution. Predicting the circumstances which will cause failures in the front office service and taking precautions against them will provide a successful and satisfactory service for the customers.

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