Managing Quality in Hospitality, Tourism and Events

MANAGING QUALITY IN
HOSPITALITY, TOURISM
AND EVENTS

TABLE OF CONTENTS
INTRODUCTION.......................................................................................................................................3
MAIN BODY..............................................................................................................................................3
Reasons of poor quality that may have impacted TUI group...................................................................3
TUI Group’s financial capability and staff competence to improve quality.............................................4
Recommendation to TUI group with respect to total quality management..............................................5
CONCLUSION...........................................................................................................................................6
REFERENCES............................................................................................................................................7

INTRODUCTION
With the help of service quality and having an effective quality management in the
organisation, business can improve its overall performance (Uysal, Sirgy and Kruger, 2018).
This also helps the business to bring competitive advantage. Present study is based on the
multinational Travel and Tourism Company that is TUI group which was founded in the year
1923 and is world’s largest travel and Tourism Company now. Report will include the reasons
for poor quality that have impacted the company and will assess the financial capabilities and
staff competence of TUI to improve its quality. Finally, report will recommend some ways to
improve the quality of their service with total quality management concept.
MAIN BODY
Reasons of poor quality that may have impacted TUI group
The reason of poor quality that have impacted TUI group is the poor customer service
that they are providing. The customers are not satisfied with the services and as a result it is
leading to low level of their satisfaction (Su and Teng, 2018). This results in poor encouragement
of the customers to take the services again or recommend to other people. From the poor
reviews, it is been clear that the company is losing its customers due to their dissatisfaction
regarding the services that they are providing. Company is not handling the complaints of the
customers more effectively as the customers are not able to get connected with the right
department where they can make complaints and as a result they lose their future customers with
negative reputation of business in market. However, the business is required to minimize these
types of complaints with the use of live chat and instant messaging apps. With its use, the
company can get connected with its customers quickly and that leads to customer satisfaction.
The employees working at TUI group are not able to handle wide variety of situations as
they are not given an effective customer service excellence training. Company is required to
conduct different training programs so that they can improve their communication skills and also
conflict management skills by having ability to defuse angry customers. This is the best way to
eliminate the biggest customer service complaint. It is very important that the employees are
having product and service knowledge, TUI is somehow lacking behind to make its employees