Improving Competency of Staff in Hospitality Industry: A Case Study of AIRBNB

This report discusses the issue of competency of staff in AIRBNB and recommends the use of TQM approach to improve service quality and attract customers. It also highlights the role of management in identifying and resolving issues.

Group project Practical
1

Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................1
Main body........................................................................................................................................1
Examine the issue associated with the competency of staff........................................................1
Briefly recommend a TQM concept in relation to this issue.......................................................1
CONCLUSION................................................................................................................................2
REFERENCES................................................................................................................................3
2

INTRODUCTION
In hospitality industry quality is considered as major aspects in which products and services
are providing to customers that can help to develop organizational productivity. The human
resource management is having major role at the workplace as it identifies goals and allocate the
work between staff that can help to increase business performance. The current report is based on
case study of AIRBNB that is vacation rental company, welcoming guests and provide high
satisfaction (Taheri, Prayag, and Muskat, 2021). The Director is organising a meeting with 6
members in group (simulation) for addressing current issue and recommendation over TQM
concept that uses to develop performance.
Main body
Examine the issue associated with the competency of staff
AIRBNB is the large size organization that offers range of holiday rental cabins, and
services to their customers. As pandemic occurred in whole world due to which government has
declared the lockdown that directly affected their business by reducing number of guests and
managing business functions. Some guests are getting refund their money due to new lockdown
rules and not providing right information. Moreover, another issue is customers is changing their
interest towards other organization and brand that directly affected the organizational working
and create challenges to run business.
Briefly recommend a TQM concept in relation to this issue.
TQM refers to Total quality management that is a management approach used by managers
to check quality of products and services then make decision to introduce at market place. This
concept can be used by AIRBNB to resolve issue of quality in services and attracting people to
make buying decisions (Kenyon, Robinson, and Musgrave, eds., 2020).
This is recommended to selected organization to make the use of TQM as it provides quality
assurance that customer will get what they expect and satisfy their customers by offering better
quality of services. The Director of AIRBNB will conduct the meeting in which all employees
will share their opinion and demand for training session that can help to offer right services to
their customers. This can help to increase the organizational working productivity by managing
all issues and bringing changes. The direction plays an important role in organization as it
identify the issues which is facing by AIRBNB and uses new technology to make smooth their
3

working. This also supports to managing all organizational working by following the TQM
approach as changes could be introduced by concerning with all staff and getting their opinion.
Moreover, Director has planned to provide facility of cancellation their service before 30 days
ago that will help to influence the number of guests and would help to improve organizational
working. By bringing change in their services selected organization could get high star as it
satisfies customer needs and managing their guests effectively (Abdulla, and et.al., 2020).
CONCLUSION
From the above report it can be concluded that management and direct plays important
role at the workplace as it finds out issues that arises while working and provide solution by
following TQM approach. Total quality management is important approach which used by
company to bring change in their working and resolve issues.
4

REFERENCES
Taheri, B., Prayag, G. and Muskat, B., 2021. Introduction to the special issue: Consumer
experience management and customer journeys in tourism, hospitality and
events. Tourism Management Perspectives, 40, p.100877.
Kenyon, A., Robinson, P. and Musgrave, J. eds., 2020. Managing Hospitality Experiences.
CABI.
Abdulla, S. A. M., and et.al., 2020. Advancement of Destination Service Quality Management
Technology in Tourism industry. Journal of Critical Reviews. 7(11). pp.2317-2324.
Taheri, B., Prayag, G. and Muskat, B., 2021 Kenyon, A., Robinson, P. and Musgrave, J. eds.,
2020 Abdulla, S. A. M., and et.al., 2020.
5