Managing Quality in Hospitality, Tourism and Events

This report discusses the concept of quality management, the issues faced by Britannia Hotels, and the impact of quality management techniques on delivering consistent and effective quality management.

Managing Quality in Hospitality,
Tourism and Events

Executive Summary
Quality management refers to practice of determination of quality standards and
designing practices for attainment of these standards. This report has discussed about concepts of
quality management in which evolution of quality was also discussed. This report further
discussed about some of the issues that Britannia Hotels has experienced. Followed by this,
quality management techniques and their impact were also discussed in this report.

Table of Contents
INTRODUCTION .........................................................................................................................4
MAIN BODY...................................................................................................................................4
1. Concept of Quality Management ............................................................................................4
2. Problems being currently experienced by Britannia Hotels....................................................6
3)Impact of Krizan technique in terms of delivering consistent and effective quality
management.................................................................................................................................8
4 Recommendation and Conclusion .........................................................................................10
REFERENCES .............................................................................................................................12

INTRODUCTION
Quality management can be defined as a process or practice of ensuring that all the task
and activities are being performed as per desired level of excellence. There are different
activities that are part of this practice that are determination of quality policy, quality planning,
and quality control and quality improvement. This report is based on quality management of
Britannia Hotels. This is a hotel group which have 61 Hotels across country. The hotel group was
founded in 1976 and is headquartered at Hale, Greater Manchester, England. This report will
discuss about concept of quality management and will also discuss some of the issues that
Britannia Hotels is facing. Later this report will also discuss about impact of quality management
technique on delivering consistent and effective quality management.
MAIN BODY
1. Concept of Quality Management
As a concept quality was originated in 20th century, this origination was concerned with
manufacturing organisation in which firstly standardization of iron and steel section was
considered. Followed by this in early decades of 20th century quality was ‘conforming to
standards and specifications of a product’. This involved standardization of quality, inspection
and rework (Yang, 2017). This later changed into customer-focused perspective in which quality
was perceived as a means to satisfy needs and expectation of customers. Evolution of quality
also involved significant contribution of different quality gurus. Several quality gurus have
contributed in quality and concept of quality management and some of the gurus are Philip
Crosby, developed four absolutes of quality management and also 14 steps to quality
improvement. Dr. Edward Deming, developed Deming’s 14 obligation of top management.
Dr. Armand Feigenbaum, developed concept of total quality control. Dr. Kaoru Ishikawa, is also
known as father of Japanese quality control efforts. In relation with key contribution established
Company Wide Quality Control and started quality circles. Other than these, Dr. Joseph Juran,
Dr. Walter Shewhart, Dr. Genichi Taguchi are gurus who have made significant contribution in
quality management. Starting from these gurus and their concepts ISO later came in existence to
promote worldwide industrial and commercial standards.

This discussion regarding evolution of quality and quality gurus suggests that quality and
quality management became very important considerations for organisations. Earlier it was
limited to manufacturing and production activities but later service organisations also started
using different concepts and theories of quality management. Quality and quality management
also became important for customer satisfaction and customer loyalty.
Quality Management
This is a practice of overseeing organisational activities to ensure that products and
services offered, as well as the means used to provide them are consistent (Llach and et.al.,
2016). With quality management practice organisation can ensure their product and services has
desired level of quality. There are four components of quality management, that are-
Quality Planning- This is a process in which organisation determine standards of quality and
how they can be meet.
Quality Improvement- This involves change in the process in order to improve quality or
improve reliability of outcome
Quality Control- This involves continuation of the efforts through which organisation can
maintain integrity and reliability in achieving an outcome
Quality Assurance- This is concerned with planned action that offers reliability that product or
service meet specified quality requirements.
This means that quality management is an overall process that involves determination of
standards of product and services and later developing process and practices to attain desired
standards. Followed by this, Quality management also involve ensuring product and service has
desired quality according to standards of quality. Quality management in organisation is based
on certain principles and these principles guide top management of organisation regarding
quality management and its practices. Some of the principles are-
Customer Focus- This means that concerned with quality of product and services it is important
that customers’ needs and requirements are primarily focused by the organisation (Jusoh and
et.al., 2018). This contributes in their satisfaction and loyalty towards organisation. Lacking this

can cause customer dissatisfaction and they are likely to switch brand and products. Case
discussed in this report Britannia Hotels, is most suitable example of this situation in which not
considering customer satisfaction and expectation cause resentment in customers. Organisation
should work on meeting and exceeding customers’ expectations.
Leadership- In order to maintain effective quality it is important that leadership establishes
quality oriented culture of the organisation.
Continuous Improvement- This principle states that organisation should continuously focus on
improving their quality.
Process Approach- This is concerned with achieving desired quality in processes of the
organisation. This help in reduction of cost, waste and improvement in speed and consistency.
Evidence-based Decision Making- This is concerned with making decisions based on facts and
verified and analysed data (Knezevic, and et.al., 2017).
Overall quality management and its success is based on adherence to these principles.
2. Problems being currently experienced by Britannia Hotels
The case of Britannia Hotels outlines that it has been rated as Britain’s worst hotel chain
for the seventh year running. The hotel chain has received many poor reviews and the reasons
because of which hotel has been in news are also negative. This collectively suggests that
Britannia Hotels is currently experiencing several problems. These problems are-
Cleanliness- Most of the customers has made this review that Britannia hotels are not clean at
all. They are dirty, filthy and rooms and bathrooms are in very bad conditions. This means that in
terms of quality one of the most important issues is that Britannia Hotels is experiencing (Worst
Britannia Hotel??, 2020). In accommodation and hospitality services cleanliness play an
important role in overall experience of the guest. This is why this is a major issue in Britannia
Hotels.
Condition of Hotel- This is another issue in which customers complained about conditions of
Britannia Hotels. Conditions of hotel, how they look and what is their environment play an
important role in overall customer satisfaction. In terms of hospitality this is an important aspect

of quality. Britannia Hotels are not good in this context, customers complained that their rooms
are in very bad conditions. Reviews suggest that Britannia Hotels are dirty, paint peeling from
walls and rooms are not cleaned. Other than this, hotel has become old and this is also an
important issue experienced by Britannia Hotels.
Ignorant Management- This is another issue experienced by Britannia Hotels in which
management of Britannia Hotels is highly ignorant. This means that customer complaints are not
considered and they are not given any satisfactory answer and solution for their queries and
problems (Song, Jai and Li, 2020). Principles of quality management outlines that leadership is
an important element in quality management and leadership at Britannia Hotels is ineffective and
this is another major issue currently experienced by Britannia Hotels.
Room Service- Few people has explained that there is no room service in Britannia Hotels. This
is an important aspect of quality that affects customer satisfaction and their loyalty for the
Britannia Hotels. Room service involves allowing guests to order food and drinks in their room.
This is important and absence and ineffective room services negatively affect overall hospitality
experience and this is a major issue being experienced by Britannia Hotels.
Ineffective Staff- This is another major issue that is currently is experienced by Britannia
Hotels. In this staff is said to unsupportive and rude towards guest of Britannia Hotels. Staff and
their support and compassion towards guest play an important role in overall success of the
organisation and this is why efficiency of staff is an important element of quality and quality
management of Britannia Hotels. Many of the customers have complained about staff being rude
to them and that their problems are not solved by the staff of Britannia Hotels.
Workplace- This means that review of one of the employee for Britannia Hotels outline and
suggests that Britannia Hotels is also not a good workplace that employees can work effectively
(Quality Management, 2020). Contrary to this, employees at Britannia Hotels are not happy by
working at the Britannia Hotels. One of the reviews of staff is that review says worst company
ever to work with.
These reviews of customers when are analysed on the basis of dimensions of service quality,
performance of Britannia Hotels is as follows-

Reliability- This is ability to perform promised service dependably and accurately. This
dimension has not met by Britannia Hotels. This is because guest are not provided promised
services and rooms.
Responsiveness- This is concerned with willingness to help customers and provide promt
services and this dimension has not met by Britannia Hotels. Reviews outline that guest keep
waiting and staff remains unsupportive.
Assurance- This is concerned with knowledge and courtesy of employees along with conveying
trust and confidence (Chaturvedi, 2017). This dimension has been partially met by Britannia
Hotels because even most of the reviews are complaining about rude staff, some reviews are
positive towards staff.
Empathy- This is concerned with caring, individualised attention the firm provides. Britannia
Hotels has not met this dimension as neither of the guest is supported well by staff.
Tangibles- This dimension has not met by Britannia Hotels. This is concerned with physical
facility, equipment, personnel and neither of the elements is capable enough to maintain
customer satisfaction.
3)Impact of Krizan technique in terms of delivering consistent and effective quality management
Kaizen technique
Kaizen is one of the most popular quality management techniques which was developed
in japan and it is helpful in managing the quality and provide continues improvement. This is an
Japanese Business philosophy regard to the processes which provide continuously improvement
in operations and including employees (Carnerud, Jaca and Bäckström., 2018). This technique
mainly focus on to improvement in the productivity as a gradual and methodological process.
This concept encompasses a wide range of the idea and helps to create better environment by
forming the team within the workplace. Britannia Hotels should use these techniques for
improvement in their service quality because they are performing worst in whole UK's Hostility
industry, They are having widely expanded business and having 61 branches across the country
but still their management and quality is making them worst.

The Kaizen Philosophies will helps Britannia Hotels to overcome from the issues they
are facing by improving their management and quality of their services. Employees who are
working within the workplace of Britannia Hotels are not well-trained, and they need proper
training, and they also required huge improvement in their engagement. Kaizen will increase
their productivity and quality of their services and with the times company will able to
overcome from the issues, and they will able to show their presence in the Hospitality
industry of UK.
Requirement of Kaizen on the workplace Britannia Hotels
Traditional Japanese ideas of kaizen follow five basic tenets: teamwork, personal
discipline, improved morale, quality, and suggestions for improvement for the Britannia Hotels
(Kumar, Dhingra and Singh., 2018). This five n will lead Britannia Hotels to three major
outcomes such as elimination of the waste, Good house-kipping and standardization, so they
will able to provide the best possible services to their customers and satisfy the needs of their
customers. They are getting every bad review from their customers but after using the Kaizen
they will able to gain loyalty of their customers and better review. It will automagically
improve the reputation of this hotel chain in the market. The kaizen concept posits that there is
no perfect end and that everything can be improved upon. People must strive to evolve and
innovate constantly. The basic principle of kaizen is that people who perform certain tasks and
activities are the most knowledgeable about that task /activity. Here are five basic tenses of
Kaizen-
Team work
Kaizen Philosophies focus on forming team wt the workplace and according to this
concepts team work can create better outcomes for the Britannia Hotels. Employees will work
together and team always consist with the different employees with various skills so other
employees can take experience from them and develop new skills. In a team employee can work
more effectively but individually employees take times to complete the task.
Personal discipline

This philosophy teaches the disciplines in the task for the better quality. Managers and
leaders company have to focus on the employees performance and reach them why discipline in
the work in required.
Improvement moral
This technique focus on motivate employees and improve the moral. As per the Kizen
concept employees can perform better and their moral can be increase by providing them
rewards and creating trust among them (Marin-Garcia, Juarez-Tarraga and Santandreu-
Mascarell., 2018). It is necessary fr the companies leaders and manager of the Britannia Hotels
to communicate with the employees and motivate them by solving their problems.
Quality
Kaizen philosophies focus on the continues improvement in the services and products of
the Britannia Hotels. They eliminate the waste from the product and improve the quality of the
product so they can satisfy the need and demand of their guest. Better quality mean more
customers.
Suggestion
This Japanese techniques will help to provide suggestions for the improvement in the
companies services. Japanese expert provide suggestion to the company that how they can
manage or improve their product and services quality (Mazzocato and et.al., 2016). Britannia
Hotels can also take suggestion for their business improvement, so they can overcome from the
crises and gain they can rise in the market, and they can take comparative advantages in the
market.
4 Recommendation and Conclusion
Recommendation
Britannia Hotels is one of the largest Hospitality chain in the Whole UK industry. It is
necessary for the company to provide training and development to their employees because
they are getting bad review from the customers, and they are not able to satisfy the needs of their

customers, quality and productivity of the this hotel chain can be improved thorough the training
and development programs,
One of the most effective quality management techniques called TQM can be adopted
by the Britannia Hotels for the continues improvement in their business (Pambreni, Khatibi,
Azam and Tham., 2019). Total quality management is the continual process of detecting,
reducing or eliminating the errors from the services and Britannia Hotels need the improvement
in their hotel services. They can use to improve their services and also improve the customers
experience within the organization to gain competitive advantages. Total quality engagement
aims to hold all parties involved in the production process accountable for the overall quality of
the final product or service.
CONCLUSION
As pert the report has been coved case study of the Birmingham Britannia Hotel chain
who are suffering from the crises, and they are performing bad in the whole market. This report
has been explained that how quality management can help this company to overcome from these
crises and benefits of quality management. It has been considers the reviews given by the
customers and discuss on those problems. This report has been analysed the impact of the
Kaizen technique if Britannia Hotel use for the improvement in their services and also has been
concluded its advantages and disadvantages.

REFERENCES
Books and Journals
Chaturvedi, R.K., 2017. Mapping service quality in hospitality industry: A case through
SERVQUAL. Asian Journal of Management. 8(3). pp.413-423.
Jusoh, A and et.al., 2018. Application of MCDM approach to evaluate the critical success factors
of total quality management in the hospitality industry. Journal of Business
Economics and Management. 19(2). pp.399-416.
Knezevic, M and et.al., 2017. Total Quality Management Implementation and Guest Satisfaction
in Hospitality.
Llach, J and et.al., 2016. Effects of quality management on hospitality performance in different
contexts. Industrial Management & Data Systems.
Song, J., Jai, T.M. and Li, X., 2020. Examining green reviews on TripAdvisor: Comparison
between resort/luxury hotels and business/economy hotels. International Journal of
Hospitality & Tourism Administration. 21(2). pp.165-187.
Yang, C.C., 2017. The evolution of quality concepts and the related quality management.
In Quality Control and Assurance-An Ancient Greek Term Re-Mastered. IntechOpen.
Carnerud, D., Jaca, C. and Bäckström, I., 2018. Kaizen and continuous improvement–trends and
patterns over 30 years. The TQM Journal.
Kumar, S., Dhingra, A.K. and Singh, B., 2018. Process improvement through Lean-Kaizen using
value stream map: a case study in India. The International Journal of Advanced
Manufacturing Technology.96(5-8). pp.2687-2698.
Marin-Garcia, J. A., Juarez-Tarraga, A. and Santandreu-Mascarell, C., 2018. Kaizen
philosophy. The TQM Journal.
Mazzocato, P. and et.al., 2016. Kaizen practice in healthcare: a qualitative analysis of hospital
employees' suggestions for improvement. BMJ open.6(7).
Pambreni, Y., Khatibi, A., Azam, S. and Tham, J., 2019. The influence of total quality
management toward organization performance. Management Science Letters.9(9).
pp.1397-1406.

Online
Quality Management. 2020. [Online]. Available Through: <
https://corporatefinanceinstitute.com/resources/knowledge/strategy/quality-
management/ >.
Worst Britannia Hotel?? 2020. [Online]. Available Through:
<https://www.tripadvisor.in/ShowTopic-g186216-i15-k780962-o30-
Worst_Britannia_Hotel-United_Kingdom.html>.