Quality Assurance & Standard Operating Procedures

Course Objectives

This course is designed for hospitality professionals to have an understanding of the process of managing quality and managing services. It includes of standard operating procedure, internal and external quality assurance methods.

After the successful completion of the course, learner will be able to:

Introduce the standard operating procedures for the operations department; Learn about the internal quality systems for maintaining and achieving standards; Understand the productivity standards & study the external quality systems for maintaining and achieving standards.

Profile of Participants

Tourism & Hospitality professionals

Duration

Starting Date: March 2022
Ending Date: May 2022
Mode: Part Time
Duration: 30 Hours

Participants

Topic	Learning Outcomes	Duration	Name of trainer	MNIC
Organisation commitment to Quality Assurance	Understanding Quality Policy Understanding the organization and its context Understanding Quality Assurance Objectives Know who are in a Quality Assurance team and their roles & responsibilities in the team Understanding the needs and expectations of interested parties	4 hrs	Ms. Deemeeta Seetahul Mr. Rakesh Goolaub	S120287301203C & G2004823003888
Reservation Procedures	Identify the resources and facilities needed for implementing a Quality Assurance management system such as ISO 9001 Knowing on the PDCA cycle Understanding of products and services conforming to the guest requirements Understanding standard operation procedures implementation and knowing how to establish standard processes Analyzing the types of quality non-conformance Identifying the control measures put in place to solves non-conformance Understanding the Statutory and regulatory requirements in the implementation of standard processes Understanding the necessity of Support and Infrastructure	8 hrs	Ms. Deemeeta Seetahul Mr. Rakesh Goolaub	S120287301203C & G2004823003888
Customer focus	Knowing the requirements of hotel departments including the emotional intelligence and brand specific standards Understanding the Star rating system assessment in meeting the customer expectations	4 hrs	Ms. Deemeeta Seetahul Mr. Rakesh Goolaub	S120287301203C & G2004823003888
Handling of Guest complaints	Understanding guest complaints and guest satisfactions Know how to record non-conformance pertaining to the standard operating procedure set in different departments	2 hrs	Ms. Deemeeta Seetahul Mr. Rakesh Goolaub	S120287301203C & G2004823003888
Introduction on Standard Operating Procedures	Definition of Standard Operating Procedure (SOP) in hospitality Understanding the importance of writing SOP in hospitality Understanding what are processes, instructions and procedures	2 hrs	Ms. Deemeeta Seetahul Mr. Rakesh Goolaub	S120287301203C & G2004823003888
Operations department	Identifying of specific areas where procedures are needed Knowing how to start preparing to write procedures – e.g. Who, when and what Identifying of information and tools needed when writing of procedures Assessing the design method needed to write procedures e.g. flowcharts/tables Knowing the audience for whom to write procedures Identifying of tasks based on priority for each department Practicing of writing procedures for different departments	4 hrs	Ms. Deemeeta Seetahul Mr. Rakesh Goolaub	S120287301203C & G2004823003888
Documentation Knowing how to document SOP	Knowing how to document SOP Understanding the importance of Verification and Validation in writing of SOP before documentation	2 hrs	Ms. Deemeeta Seetahul Mr. Rakesh Goolaub	S120287301203C & G2004823003888
Record of non-conformance	Knowing about the importance of checklist in writing SOP Knowing how to write a checklist for auditing	2 hrs	Ms. Deemeeta Seetahul Mr. Rakesh Goolaub	S120287301203C & G2004823003888
Quiz	Class Work/Assessment after each topic lesson	2 hrs	Ms. Deemeeta Seetahul Mr. Rakesh Goolaub	S120287301203C & G2004823003888