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Quality Management in Hotels- Food and

Beverages

OBJECTIVE: To understand the quality of Food and Beverages served


by the hotels
To understand what are the aspects on which quality of
food is measured
To understand the wastages quantity of food and
beverages done by the hotels
To understand how the cost is minimized with respect to
food and there supply
To understand what are the precautions taken by the
hotels on the basis of nature of food that is perishable and
non-perishable
METHODOLOGY:The data collected under this project was from two sources,
first sources was the direct feedback collected from the
customer and hotel staff through questionnaire which was
prepared on the basis of certain standard questions and
secondary sources of data was the internet which helped in
collecting the data through various blogs and article to know
the customer perception as well as expectation.

Customer Satisfaction and Hotel based


Questionnaire
This survey is part of the process. Please help us to do this by
completing this questionnaire and answer only those questions
which are related to your category i.e. either customer or hotel
staff.
1. Thinking about value for money, how would you describe the
food in general?
Good value for money
bad

reasonable

(Please give reasons if any)


-------------------------------------------------------------------------------------------------------2. How would you describe the variety of foods on offer?
excellent

good

fair

Not good

poor

3. Please tick as appropriate


Never

Most time

sometime
I have to queue for a long time
The hotel is very clean
The cutlery is clean
The portion sizes are about right
The staff are helpful
The staff are well-presented
The general service is good
I can find a seat
4. How much time does it take to replenish the supply?
1-2 hr.
2-3hr.
4-5hr.
5-6hr.
5. What star and/or crown (or other) rating does your hotel
have?
Please specify:
...............................................
...
6. What type of food & beverage outlets do you have in your
hotel? (please tick ALL that apply)
None
Restaurant
Coffee shop
Bar

Snack bar
Takeaway
Room service
7. How many people that you normally serve food to in the
hotel (excluding functions)? (please take ONE box only)
1 10
11 20
21 50
51 - 100
101 - 150
151 200
201 - 250
> 250
8. How many full-time, part-time or casual staff is employed in
your hotel in the food production areas (including functions)?
(please tick ONE box for each)
Full-time
Part-time
Casual
None
1 10
11 20
21 30
> 30
9. Do you use quality management systems in the food
production area in your hotel?
No
Yes
Please specify:
...............................................
...
10. After how many days do the cooking place is cleaned?
On Daily basis
after 1 day
after 2 days
twice a day
Please specify:
..................................................
11.

Were the employees always available when needed?


No
Yes
12. What is your average wastage quantity per day? (please
tick the approx. one)

A.30-40 plates
Moe than 100

B. 50-60 plates

C. 70-80 plates

D.

13. After how much time does the stock of sea food is
reordered?
A. 3-4 hr
B. 6-7 hr
E. Every Next day

C. 15-16 hr

D. 20-22 hr

Thank you for completing this questionnaire. Results will be


treated in confidence.