Managing Quality in Hospitality, Tourism and Events

Managing Quality in
Hospitality, Tourism
and Events

EXECUTIVE SUMMARY
Quality management is the theory of upgrading the overall performance of the firm with
rapidly changing consumers trends and needs. Quality management is to improve the quality of
the service with higher accuracy, standards and efficiency to meet the customer satisfaction and
brand loyalty (Qiu and et. al., 2019). The aim of quality management is to assure that all the
stakeholders of the firm work with unity to improve product, process and environment to achieve
the long term goals of the firm that drives the customer satisfaction. Within the framework, the
report outlines the Travelodge's quality management problems from which it is analysed to
resolve the issues techniques like KPI, Juran's trilogy should be considered by the organisations.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................1
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Identification and description of the concept of quality management.......................................1
Explaining the major quality management issues currently experienced by the Travelodge....3
Advantages and disadvantages associated with Benchmarking in terms of delivering
consistent and effective quality management of Travelodge......................................................5
RECOMMENDATIONS.................................................................................................................7
CONCLUSION................................................................................................................................7
References:.......................................................................................................................................8

INTRODUCTION
Quality management is the concept of identifying and meeting the quality standards of
the service catered to the customers. In tourism sector service quality is managed to reach the
expectations of the consumers and to satisfy them with the various hospitality services
( Wisnumurti, Darma and Putra, 2021). In this report various aspects quality management of
tourism and hospitality are covered in context of organisation 'Travelodge'. Travelodge is UK's
largest independent hotel brand which was established in 1985. Travelodge opened its first hotel
at Barton in England. It has more than 54000 hotels with 40,000 guest bedrooms. Travelodge
offers its customers with values in leisure, king size comfy beds and modern designed bedrooms.
Report contains the concept of quality management with its benefits to the organisation and
tourism industry. The quality issues faced by Travelodge and impact of benchmarking on the
organisation for effective delivery of services is also discussed. Recommendations are provided
to improve the quality of Travelodge with measuring technique like KPI's.
MAIN BODY
Identification and description of the concept of quality management
Quality as term used to represent the degree of excellence and in tourism and hospitality
industry the term is quality service which means the service provided by organisation should
meet and exceed the customer needs and wants with higher satisfaction (Rezagama and et. al.,
2021). In addition to this, the quality management is the act of supervision to make sure that
the service provided by the organisation and means of providing them both are efficient. Quality
management is the combination of four elements: quality assurance, quality control, quality
improvement and quality planning.
The evolution of quality and quality gurus
Industrial revolution has lead to the evolution of quality. In 1911 Sir Frederick W. Taylor
introduced the product inspection. In 1924 statistical control chart was innovated by the Sir W.
Shewhart this method was widely accepted and he also introduced Plan, Do, Act, Check cycle
(Yumatov and et. al., 2017). After this in 1950's the father of statistical quality control W
Edwards Deming of Japan developed the 'Philosophy of Management'. Dr. Joseph Juran
developed the theory of quality planning, controlling and improving.
1