Quality Management Hospitality Industry

Question: Discuss about theQuality Managementfor Hospitality Industry. Answer: Quality Management in Relation to Hospitality Industry The critical success factors are the areas or activities in which an organization needs to excel for surviving in the marketplace. The hotel industry has critical success factors changing over time as the customer expectations keep changing and rising. Quality management is multifaceted and goes beyond customer service. External Customer- The external customers are the individuals that purchase products and services in exchange for money. A business does not exist without a customer. High occupancy rates shall indicate success of the total quality management processes in the hotel. Once the guests enter the hotel, the server must approach to escort them to the table and take their orders. There needs to be efficient communication with great attentiveness. The hotels may conduct feedback surveys, monitored and formulated to increase the database of loyal customers. The customers shall revisit the hotel if their needs and tastes are satisfied (Dedeoglu and Demirer 2015). Internal Customer- The internal customers are the colleagues within the company who work together to deliver products or services to the external customer. The employees must recognize and know the corporate goals. The internal customers need to continually improve the process and focus on customer requirements. The employees in the hotel industry are expected to provide exceptional customer service. The organization or management need to ask their employees for suggestion as they directly interact with the guests visiting hotels and restaurants (Taylan, Varinli and Kitapci 2014). Strategic planning- Strategic planning is a process in which the hotels can prioritize and focus and implement plans. The hotels can use strategic planning to anticipate changes in the business environment, demands based on seasonality and the ways in which hotels can respond. The tourism organizations can develop a competitive edge by meeting the demand of customers. The employees need to be provided with formal training so that they serve their guests with highest service quality and hospitality (Nikolaidis, Chrysikou and Alexandris 2016). Leadership- Different customers have different expectation from a hotel. The managers must have the authority to make decisions for satisfying the customers with greatest flexibility. The manager can turn the situation and earn good reputation for effective leadership. Leadership in quality management can foster employee responsibility in a manner that they meet their quality output goals. The employees shall be motivated and the leaders must be proactive where they can improve overall quality (Liat, Mansori and Huei 2014). Human resource management- The human resource management serves the customers by making a significant contribution to the management. The HR department looks after the other departments in the hospitality industry so that every department is seen making efforts to improve quality. The customer first orientation can be adopted by the human resource management so that the employees are encouraged to work with significant efforts towards improving quality. The defect prevention results can be obtained by continually improving the results (Dedeoglu and Demirer 2015). Therefore, the above factors contribute to quality management and help the front office department. References Dedeoglu, B. and Demirer, H., 2015. Differences in service quality perceptions of stakeholders in the hotel industry.International Journal of Contemporary Hospitality Management, 27(1), pp.130-146. Liat, C., Mansori, S. and Huei, C., 2014. The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry.Journal of Hospitality Marketing Management, 23(3), pp.314-326. Nikolaidis, D., Chrysikou, S. and Alexandris, K., 2016. Testing the relationship between hotel service quality and hotel brand personality.International Journal of Hospitality and Event Management, 1(4), p.355. Taylan Dortyol, I., Varinli, I. and Kitapci, O., 2014. How do international tourists perceive hotel quality?.International Journal of Contemporary Hospitality Management, 26(3), pp.470-495.