Managing Quality in Hospitality Tourism and Events
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This report discusses the concept of quality management in the hospitality industry, focusing on Britannia Hotels. It explores customer reviews and the problems faced by the organization. It also assesses the impact of Kaizen techniques in delivering consistent and effective quality management.
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Managing Quality in Hospitality Tourism and Events
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Executive Summary: In this report it contain quality management related issues in context of Hospitality as tourism companywithin different situation within perspective organisation, to recommending effective solutions which is experienced by hospitality firm in better way. The finding are relatable towards employees unskilled traits are not appropriate which causes lack in service performances.
Table of Contents Contents MAIN BODY...................................................................................................................................5 1. Identify and describe the concept of quality of management.............................................5 2. Discuss and consider review by customer of Britannia hotels on Trustpilot or Which? or TripAdvisor or Twitter/ while outlining the problems currently being experienced by the organisation............................................................................................................................7 3. Assess the impact that one of the following techniques could have on Britannia hotels in terms of delivering consistent and effective quality management.........................................9 Recommendation..................................................................................................................10 CONCLUSION................................................................................................................................1 REFERNCES...................................................................................................................................2 REFERENCES................................................................................................................................5
INTRODUCTION The term Hospitality defines about relationship between a guest and host, where the host receives the guest with positivity greet and generosity behaviour to make them feel unique or exceptional (Croes, Ridderstaat and van Niekerk., 2018). The services are includes during entertaining guests, visitors or strangers through personal caring such as Reception, food and beverages, housekeeping, laundry etc. Hospitality is plays a important role to reduces the volume of sales of organisation to retaining services as well as customer. As per this report is concerned, the hospitality based organisation is selected name as Britannia Hotels is British based hotel group with 61 hotels across the country. Britannia basically operates on budget as end of the market (Hsu, Xiao and Chen., 2017). It has actively serving in 61 hotels across in the United Kingdom and providing services like conferencing room, banqueting functions, health club function membership and others. The revenue is generated annually around 55.448millions pounds and they having number of workforce of 12,000 in overall branches in United Kingdom. In following report, the topics would be covers to discuss about quality management, elaborates problems which Britannia Hotels is facing in their hospitality services. To defines impact use one of the technique for reflecting solutions towards Britannia services perspective.
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MAIN BODY 1. Identify and describe the concept of quality of management. Quality:This concept defines about something which contain unique specification that makes different from other similar product or objects. . Quality Guru:It encompasses about a good, wise or knowledgable person who have all types of positive traits and tend to approach the quality for business that enhance huge impact. The role of quality guru in organisation as similar than leader where they scrutinize and evaluate about task in fur factors:ï‚·Plan: Before pursue the task, it must to design proper plan about particular task which support to systematic approach objective.ï‚·Do: It emphasis to starts taking action to initiate project.ï‚·Check: To measure about errors and unethical practises which prevails in particular projects. ï‚·Act: For reducing barriers and improving problems for better accomplishment. The process of Quality Guru emphasis its three main elements which helps to organisation fir better improving quality management: ï‚·Quality Control: This element tends to practise by controlling the quality which it would reduce the cost that enhance better effectiveness. ï‚·Quality Planning:Before measuring improvement, there is must to implement planning to execute quality systematically. ï‚·Quality Improvement: By assessing both control and planning of quality it is require to in built improvement which set benchmark for organisation product and services. In above elements of quality guru will helps to Britannia Hotels to improves their quality in appropriate way. By successfully handle quality management through the guidance of quality guruBritanniaHotelscaneasilyattaintheirproductivityfactorslikebetteremployees performance, deliverables of service in creative manner etc. Quality Management:According to this term, it ensures that an organisation product or service is having reliable in effective manner. It is act of mapping overall activities and task that must contains to maintained the excellence level of durability. The purpose of enhancing quality
management in product and services to sustain for long term goals through contributing a short trait of initiatives (Ivanov and Webster eds., 2019). As Britannia Hotels, they hospitality team is facing many implication such as negative performance, not optimum quality of services, dissatisfaction by customer feedbacksand many others issues which creates high influence as barrier in objectives or goals of Britannia Hotels. As Total Quality Management is one of important business philosophy that indicates about new creativity or idea that enhance long term success towards company which comes between for customer satisfaction and loyalty. Through Total Quality of Management influence to stakeholder of particular organisation to work in together for develop the process, product quality, accuracy in services and define better culture of respective firm. Similarly, Britannia Hotels must approach Total Quality of Management because it helps to reducing or eliminating the unethical practises in producing, supply chain management, performance deliverables from staffs. Meanwhile, Total Quality Management having motive to holding all parties which involved in production process accountable to evaluating overall quality till process of finishing product and services. By implements other managerial practises like: ï‚·Training and Development, this support to instruct through leader who increase the chances of improvising skills and attributes of employees in parameters of decision making, soft skills, accuracy, managing aspects which related with coordination of working togetherness. ï‚·Another is Employee Engagement, as it explain the basic motive to motivate staff and putting efforts for making employee engaging with innovative activities as well as reduce work stress. Reward Management states that providing exceptional performance by workforce hey will able to receive incentives or rewards which increase self motivation along with job satisfaction (Jiang and Wen., 2020). ï‚·Talent Management practises helps to Britannia Hotels manager to identify their potential employees which create huge benefit for further outcomes attainment in term of positive productivity. ï‚·Employee engagement: This is one of the best practise which adopt by every hospitality and tourism industry to motivate their employee for job satisfaction as well as retention them for long terms. Employee engagement involves different factor of managerial related activities which propounded and execute within the instruction through manager
and leader as well as there is a reason to implement this management practise to reduce work stressKenyon, Robinson and Musgrave., 2020). Similarly, Britannia hotels management team needs to enhance employee engagement activities which helps to evaluate different type of workforce potential capability along with it creates more creativity and innovative skills. ï‚·Performance appraisal: It has vital role towards employee recognition in terms of their performance attributes that evolve in their key performances as well as increases level of satisfaction. This can be huge benefits to employees of Britannia hotels, by design appropriate performance appraisal which include optimum aspect of question which involve different managerial practise. As overall analysation of Quality management in Britannia Hotels, their manager and leaders needs to focuses on service improvement which helps to setting benchmark as per context of punctuality, accuracy and customised in service style which creates impression towards clients. Many method or practise related with management enhance to improve quality of individual in Britannia Hotels, as customers are not satisfying with service quality from staffs that can creates barrier in performance alignment. Total Quality Management essentials to implements through removes obstacles from performances in staffs productivity. 2. Discuss and consider review by customer of Britannia hotels on Trustpilot or Which? or TripAdvisor or Twitter/ while outlining the problems currently being experienced by the organisation. In Britannia Hotels having huge issues that customer are generating feedback in terms of not appropriate services delivered where they posted negative feedback on Trip advisor as well as customer dissatisfaction. It arises at the time of COVID-19 through larges economic fall down through recession and inflitation by less customer interaction (Koc., 2019). As rest of people visiting they are experience unfavourable services to elaborates further in perspective of Dimension of Service Quality towards Britannia Hotels: The instrument which helps to measure five dimension of service quality, as five dimension are explained below:ï‚·Tangibility: As this service quality derives when customer started differentiate with other service product to measure durability. This practise commence to appearance of physical
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facilities , equipment , personal and better two way communication aspects . As Britannia hotels can approach this to access their customer analysation service which they provides to them that increase satisfaction level.Other method to implement this service process by designing set of questionnaire and survey factor that emphasis more reliable to measure customer preferences how they wanted service style which fulfilled their satisfaction.Reliability:It is encompasses on surround in ability where it perform on the basis of promised enhanced towards services that dependably and in appropriate way. In other words, reliability refers that company successfully enhanced their promises as per delivery or provision within problem solving with pricing matters (Lak., Gheitasi and Timothy., 2020). Eventually, if Britannia Hotels able to fulfilled their promises in terms of quality ofservice in perfect timing than customer will attract and propose to collaborate with business related activities that increase brand value in market.Responsiveness:To comprise about solving queries and provides optimum services which has willingness to helps customers (Van Niekerk., 2017). This is one of most important services dilemma that effectiveness approach to solve as well as fulfilled customer’s related problems, requests, different queries along with complaints. To improve customer feedback Britannia hotels need to show some concerned towards their customer’sexpectationandotheraspectwhichtheyhavebelievefromparticular hospitality organisation. Because responsiveness also captures the stimulus of flexibility and capabilities to modified the service to needs of customers.Assurance: According to this service factor influence or motivates to enhancing trust and confidence which defines employees knowledge of courtesy and having ability of employees and company’s core values which generate trust and confidence. As according to this dimension is tend to be essential and customer preference that involves high risk which company simply evaluate. As in Britannia Hotels there is less traits of trust and confidence because customer are not satisfied by not gain better experienced. Therefore, staffs must well aware about the importance to create trust and confidence from customer to gain high competitive advantages. Empathy: This is comprising about individual attention which firm provide to customer. In premium hospitality venture are tend to presumes this regular practise by providing
attention to customer to satisfy their needs and wants. From implement through empathy is enhance to increase loyalty along with confidence (Uysal, Sirgy and Kruger eds., 2018). In Britannia Hotels, empathy plays important role to scrutinize to meet demand of customer and responsibilities towards people. It ensures that customer not receive any kind of attention in terms of individual. In above process of five dimension that emphasis about service quality management describes in contextofCOVID-19situationbasedwherelesscustomerinteractionarefacesevery organisation. As Britannia Hotels need to work on their service improvement that enhance to create better efficiency in individual employee performance to develop punctuality, managed service related aspects (Tasci, Hahm and Breiter-Terry., 2018). The five main elements comprise in Service factor defines major changes which in built to under stand how employees can bring newattributesthathelpstoidentifytheirproblemidentificationeffectively(Lugosiand Jameson., 2017). By understanding different type of service in five segments defines about how relationship can manage towards customer that makes all their expectation fulfilled in better way. Requirements are essentials in terms of aligned by manager to guide how to serve and present such as welcome, greet etc this enhance service quality which set a proper bench mark. 3. Assess the impact that one of the following techniques could have on Britannia hotels in terms of delivering consistent and effective quality management. There are many techniques where Britannia Hotels improve their servicing segments with better consistency towards effective quality management. As Quality Management ensures about organisation related production or service is must in constant through all activities execute in systematic manner. It involves one of important techniques which implement quality management in Britannia hotels are: Kaizen Techniques : This is one of lean manufacturing tools which develop quality, productive, safety and workplace culture. It mainly focuses on applying small daily changes that obtain result with effective improvements over time (Taheri. and Thompson, 2020). To implement this techniques by Britannia Hotels will generates work engagement quality in individual and
teamwork. In team employees of hotel can improve their coordination as well as responsible for their work also able to development to enhance better working experience. The process of Kaizen Techniques is type of cycle which has design six phrase It presumes with problem where that more exactly recognize the particular issue which exists (Lundberg and et. al., 2017). Apart from it, there is plenty of opportunity along with chances of improvement. If the problem is scrutinize, the particular organisation identified cross functional personal to understand the base of cause(Rasoolimanesh and Sharif, 2018). As many problem faces in Britannia Hotels and managers are planning to identifying lack in performance and improvement in adequate manner. ï‚·Identify the problem: This first step to scrutinize the problem which organisation is facing for long time. Similarly Britannia Hotel need to evaluate their problem as that need to fix along with coming out proper solution that reduces uncertainty. ï‚·Analyse the process: After detecting problem then interpret that particular problem which helps to provide internal and external information which essential to aware y individual. As to get knowledge about issue to proceeds analyse the process towards enhance for reduced particular problem. ï‚·Develop optimum solution: To observe with finding in related to problem for seeking effective solution from overcame that problem. By evaluating solution Britannia Hotel need to hire leader who suggest different type of alternative to overcame or improve errors such as employee performance in terms of accuracy and implement optimum process for specific solution. ï‚·Implement solution: Through explore different solution, them making strategic planning to implement particular procedure with one motive to improvement. Therefore, manager and leader must discuss about solution for their issues that evaluate more ways to overcame problem . ï‚·Standardise best solution: For explore many solution by manager and expertise they must consider one solution which benefitable towards oversell development . Similarly Britannia hotels expertise or top level management essentially rectify one factor of improvement which classified different solution of significant problems. As from above process has discussed is having an understanding that how organisation can evolve their issues or barrier to reduce in effective way through Kaizen Technique
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(Mooney., 2020). To recommend this technique for Britannia Hotel is because this helps to providedetailedscenarioabouttheirproblemwhichtheyarefacinginservice performance, employee unproductivity and other. By implement this managerial practise might sure Britannia hotel would generates vast expansion of growth in hospitality industry. Recommendation To describing with proper understanding about hospitality sand tourism sector quality management there are many management practise which elaborated in above sections as well as recommended to Britannia Hotels isTotal Quality Management. As they management is facing many challenges in situation of service quality knowledge which tend to develop individual competency to enhance development in effectiveness (Pavia, Martc and Brnetić., 2020). Through implement Total Quality of Management it provides different alternative method like training and development, performance appraisal, employee engagement and talent management all these activities commence under quality management. To detecting the errors and eliminates it through applying proper planning and experiences. According to Britannia Hotels would evaluate manufacturing and supply chain management where their services is get to performed through resources which provides ample of solutions.
CONCLUSION From above report of managing quality of hospitality in tourism and events has come to conclude about to explains the detail information of quality of management in perspective of tourism related activities. Different problems is implements within hospitality organisation related with poor performances trough services regarding which is driven by staffs in terms of performance in servicing. By approaching Total Quality Management which scrutinize as well as helps to develop new skills and attributes in performances. Apart from it different managerial method applies such Training and Development, Employee Engagement, Talent Management, Performance Appraisal and Reward System all these improves skills and competency of employees in effective manner. Clients sharing their poor experiences through posting feedback in Trip advisor website. At last, analyse impact of using of Kaizen techniques which facilitates the Britannia Hotel a process of solutions towards their issues as well as with proper information regardingQualitymanagementintermsofdeliveringconstanttraitofservicequality management. It also consider Benchmarking model to explain performance improve through set parameter in terms Quality which helps to develop skills and knowledges. 1
REFERNCES Books and Journals Croes, R., Ridderstaat, J. and van Niekerk, M., 2018. Connecting quality of life, tourism specialization,andeconomicgrowthinsmallislanddestinations:Thecaseof Malta.Tourism Management.65. pp.212-223. Hsu, C.H., Xiao, H. and Chen, N., 2017. Hospitality and tourism education research from 2005 to 2014.International Journal of Contemporary Hospitality Management. Ivanov, S. and Webster, C. eds., 2019.Robots, artificial intelligence and service automation in travel, tourism and hospitality. Emerald Publishing Limited. Jiang, Y. and Wen, J., 2020. Effects of COVID-19 on hotel marketing and management: a perspective article.International Journal of Contemporary Hospitality Management. Kenyon, A., Robinson, P. and Musgrave, J. eds., 2020.Managing Hospitality Experiences. CABI. Koc, E., 2019. Service failures and recovery in hospitality and tourism: A review of literature andrecommendationsforfutureresearch.JournalofHospitalityMarketing& Management.28(5). pp.513-537. Lak, A., Gheitasi, M. and Timothy, D.J., 2020. Urban regeneration through heritage tourism: cultural policies and strategic management.Journal of Tourism and Cultural Change. 18(4). pp.386-403. Lugosi, P. and Jameson, S., 2017. Challenges in hospitality management education: Perspectives fromtheUnitedKingdom.JournalofHospitalityandTourismManagement.31. pp.163-172. Lundberg and et. al., 2017.The value of events. Taylor & Francis. Mooney, S.K., 2020. Gender research in hospitality and tourism management: time to change the guard.International Journal of Contemporary Hospitality Management. Pavia, N., Marta, C. and Brnetić, A., 2020. THE PERCEPTION OF LOCAL RESIDENTS ON QUALITY OF LEISURE ACTIVITIES IN TOURISM DESTINATION. InFaculty of Tourism and Hospitality Management in Opatija. Biennial International Congress. Tourism & Hospitality Industry(pp. 192-201). University of Rijeka, Faculty of Tourism & Hospitality Management. 2
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Rasoolimanesh, S.M. and Sharif, S.P., School of Hospitality, Tourism and Events, Taylor’s University, Subang Jaya, Malaysia. Taheri,B.andThompson,J.,2020.Generatingsociallyresponsibleeventsatski resorts.International Journal of Hospitality Management.91. p.102695. Tasci, A.D., Hahm, J. and Breiter-Terry, D., 2018. Consumer-based brand equity of a destination for sport tourists versus non-sport tourists.Journal of Vacation Marketing,. 24(1). pp.62-78. Uysal, M., Sirgy, M.J. and Kruger, S. eds., 2018.Managing Quality of Life in Tourism and Hospitality. CABI. VanNiekerk,M.,2017.Contemporaryissuesinevents,festivalsanddestination management.International Journal of Contemporary Hospitality Ma 3