Limited-time offer! Save up to 50% Off | Solutions starting at $6 each  

Managing Quality in Hospitality and Tourism : Assignment

Added on - 08 Dec 2020

Trusted by +2 million users,
1000+ happy students everyday
Showing pages 1 to 4 of 11 pages
CASE STUDY/REPORTWRITING
EXECUTIVE SUMMARYManaging Quality in hospitality and tourism assist in improving the customer'sexperience and help in attracting more customers towards the organisation. EasyJet is the lowcost airline that provide the travel and tourism services. The customers review provided on theTripadvisior and Trustpilot provide understanding about the poor customers services which areprovided by this airline.Some customer reviewed that it is the worst airline in the world. If theyare not properly guided, they complain against the poor services which affect the reputation ofthe airlines. he capabilities to retain the customers interest and value in Easy jet is the majorchallenges for the airlines resulting in poor services and negative feedback from the customers. oimprove the quality of the Easy jet they have to set the proper timing of the flights so thatcustomers not have to wait for their flights and no result in delay or cancel of flight timings. hereare various types of management techniques like, Kaizen, Benchmarking, Key performanceindicators, etc. Kaizen is a Japanese term that means improvement. As the name says it all, thistechnique of management leads in improving the performance of business. By using thistechnique, easyJet should compare its business practices and quality sod services with itstoughest competitors or the leading companies of market. From the analysis of above study it canbe concluded that the easyJet is in alarming condition. It is not able to provide the satisfactoryresult to its customers. It would help the company in making small improvements in its practicesand processes, through which its managers would be able to improve each defective areas of thebusiness and would help the company in its sustainable improvement of its businessorganisation.
Table of ContentsINTRODUCTION..........................................................................................................................3MAIN BODY..................................................................................................................................3The problems currently experienced by EasyJet...................................................................3Capabilities and competencies to improve the quality in Easy jet.........................................4Assessing Impact of techniques on the easyJet as to deliver effective quality management.5Recommendation / conclusion...............................................................................................8REFERENCES................................................................................................................................9he size and......................................................................................................................................11
INTRODUCTIONManaging Quality in hospitality and tourism assist in improving the customer'sexperience and help in attracting more customers towards the organisation. In this assignment,Easy jet will be consider which is involved in airline industry and provide the customers withtravel and tourism services. It is operating in more than 30 countries. This study will provideinformation about the problems which are being faced by this company which affect the qualityof the services provided by this organisation. Moreover, it will include the information regardingcapabilities and competencies of EasyJet in order to improve the service quality. In addition, itwill consist of information about the Kaizen and benchmarking to improve the quality of theservices.MAIN BODYThe problems currently experienced by EasyJetEasyJet is the low cost airline that provide the travel and tourism services. The customersreview provided on the Tripadvisior and Trustpilot provide understanding about the poorcustomers services which are provided by this airline.Some customer reviewed that it is theworst airline in the world.Moreover, customers have face problems during the boarding timedue to the unprofessional services which has reduced the satisfaction level of the passengers(easyJet,2017).Also, the customers reviews provide information that many a time the flight getdelay due to which the customer have to face problem in reaching at specified time(VanNiekerk, 2017).The Brexit will have a great impact on the EasyJet as it will lead to inflation andthe prices of the fuel will increase due to which the fewer customers will be attracted towards theorganisation.Moreover, the legal action are been taken place against EasyJet over "aerotoxicsyndrome".The Customers also reviewed that the refund for the cancellation of the flight wasimpossible to get which resulted into reduction in the customer experience (Lai and et.al., 2018).AirHelp that provide online help to the customers which have claimed for the compensation fordelays that shows that Easyjet had the worst record of paying out which legally due (Easy Jet,2018). The challenges faced by EasyJet include poor quality of services which result intoreduction in their customer base. The increase in fuel prices and natural calamities affect theoperations of this organisation which affect profitability of the firm (Moutinho and Vargas-Sanchez, 2018). The Airline is greatly suffered due to Gatwick drone issue which had a diverse
desklib-logo
You’re reading a preview
Preview Documents

To View Complete Document

Click the button to download
Subscribe to our plans

Download This Document