KTDC introduces manuals to standardise services
As part of its ongoing efforts to
improve the service standards in its chain of properties, the Kerala Tourism
Development Corporation (KTDC) has introduced manuals that have codified and
documented the various procedures in crucial operations, recipe, procurement,
accounting and administrative wings. KTDC is the first government-owned tourism
corporation in India to introduce manuals for standardising its
services.
The Operations manual was drafted by five sub-committees
established for reservation and front office, housekeeping, food production and
food and beverage, restaurant and bar and intra-hotel communications. These
procedures were earlier left to decisions of individuals managing the different
positions. This manual lays down procedures to the front office staff on
handling a reservation enquiry that deals with difficult customers and other
emergency situations.
The manuals were presented in the "Best Practices
of Tourism" meet organised by the Union Ministry of Tourism in New
Delhi.
