Analyzing Quality Management in Hospitality, Tourism and Events

This report examines the critical aspects of managing quality in the hospitality, tourism, and events industries, focusing on challenges such as employee attentiveness and communication effectiveness. It assesses how capable employees and financial resources can enhance company performance through improved customer service and targeted marketing strategies. Recommendations include investing in employee training and development, as well as providing customer incentives to boost brand image and attract a broader customer base. The report concludes that a total quality management approach, emphasizing attention to detail and customer satisfaction, is essential for sustained success in these competitive sectors. Desklib provides further resources and solved assignments for students.

Managing Quality in
Hospitality tourism and events

Table of Contents
Introduction .....................................................................................................................................3
Main Body.......................................................................................................................................3
reasons for poor quality services.................................................................................................3
To what extend capable employees and financial resources can improve performance of the
company......................................................................................................................................3
Recommendations to improve quality........................................................................................4
References .......................................................................................................................................5

Introduction
Customer service is one of the most important aspect of hospitality industry. It is
important for the companies to understand that their main aim is to provide satisfaction to
customers. If the company is unable top provide satisfaction to their customers then they will not
be able to survive in the market (Yozcu and Cetin., 2019). In case of Airbnb, the company is the
world's leading community driven hospitality industry. The company was founded in the year
2008 in San Francisco, California. In this report, the issues faced by the company recently and
the drop down in the performance of the company will be discussed.
Main Body
reasons for poor quality services
 Lack of attention of employees even in emergency situations: it is one of the biggest
mistake that the company can do. It has been observed by the customers that the
employees of the company not really help guests even at the time of emergency (Pino and
et. al., 2019). They simply ignore the situation and pretend as nothing has happened.
 Ineffective communication channels between employees and customers: the employees
of the company are not communicating effectively with the customers of the company.
The customers feel like they are unwelcome the employees are feeling bothered while
talking to them.
To what extend capable employees and financial resources can improve performance of the
company.
 The employees of the company can make sure that they are dealing with the customers
with utmost care and respect. The customers must feel that the employees of the company
are interested in serving them. The capable employees of the company will the company
in improving its brand image by providing best in class services to the customers.
 The financial resources of the company can help them in creating effective marketing
strategies which can help the company in attracting customers (Teixeira and et. al., 2019)
. The company can provide effective offers to summer travellers and as the major
travelling people are millennials the company can also make investment in becoming
more sustainable which help the company in attracting millennials.

Recommendations to improve quality.
 It is important for the company to provide training and development opportunity to their
employees (Lai and Wong., 2020). From the above discussion it is likely to be the biggest
problem in the organisation that employees don't really know what is expected from them
or what they are needed to do.
 The company must invest their money in providing better services to their customers. The
company must focus on their marketing activities and must also provide other benefits to
their customers such as discounts, royalty points, free breakfast facility, etc. It will help
the company in attracting customers and an opportunity to enhance and improve brand
image.
Conclusion
From the above report it is concluded that, with the help of employees as well as financial
resources of the company, the company will be able to improve their performance. The total
quality management idea will also help the company in providing attention to details associated
with the services which can help them in providing satisfaction and value to their customers.

References
Books and journal
Lai, I.K.W. and Wong, J.W.C., 2020. Comparing crisis management practices in the hotel
industry between initial and pandemic stages of COVID-19. International Journal of
Contemporary Hospitality Management.
Pino and et. al., 2019. A methodological framework to assess social media strategies of event
and destination management organizations. Journal of Hospitality Marketing &
Management, 28(2), pp.189-216.
Teixeira and et. al., 2019. Tourist events and satisfaction: a product of regional tourism
competitiveness. Tourism Review.
Yozcu, O.K. and Cetin, G., 2019. A Strategic Approach to Managing Risk and Crisis at Tourist
Destinations. In Tourist Destination Management (pp. 273-287). Springer, Cham.