Managing Quality in Hospitality Tourism and Events

MANAGING QUALITY IN
HOSPITALITY TOURISM
AND EVENTS IN
HOSPITALITY, TOURISM
AND EVENTS

Table of Contents
INTRODUCTION................................................................................................................................3
CASE STUDY 2 ..................................................................................................................................3
TASK 2 ................................................................................................................................................3
1. Provide at least 1 reason for poor quality that affected British Airways. ...................................3
2. Evaluate British Airways financial capabilities and competent staff to improve quality ...........4
3. Give at least 1 recommendation to British Airways so that quality of their service is improved
by applying total quality management concept...............................................................................5
CONCLUSION....................................................................................................................................7
REFERENCES.....................................................................................................................................8
Books & Journal:.............................................................................................................................8

INTRODUCTION
In hospitality, customer satisfaction play vital role in business. It is responsibility of tourism
as well as hospitality industry to provide quality of services to customers. So, in such businesses
main focus is to keep end users satisfaction level high to achieve goals & objectives. This report
includes reason for poor quality of BA, financial capabilities of firm and recommendations to
improve quality by using total quality management concept.
CASE STUDY 2
TASK 2
1. Provide at least 1 reason for poor quality that affected British Airways.
In business, other than profit motive it is important for tourism as well as hospitality
industry to manage and maintain their services so that firm goodwill increases and sales revenues
are generated at rapid level. British Airways has been considered as worst airline and is in second
position after Ryan-Air. After examining the above case study it has been founded that due to poor
quality of food, British Airways has been affected at deeper level. Many complaints were made
regarding not serving food and beverages in proper order and manner which diminishes the
satisfaction level and increases the gap. This affected the entity goodwill as well as creditability at
wider and broader (Sipe, 2018).
One traveller said that crew of BA was rude and also accommodation was not up to the
mark. So, it is essential for firm to understand the GAP between customers and entity. Thus, GAP
model has been discussed below-
Gap 1; Knowledge Gap- In this, enterprise is unaware about expectation of customers and
this occur due to many reasons such as improper market research, less customer interaction etc.
Gap 2; Policy Gap- This includes management understanding of end users needs and
service delivery as well as standards. So, British Airways revolves around this due to several
reasons such as low customer service standards, not updating regular service policies (Ban 2019).
Gap 3; Delivery- This refers to gap between service delivery and actual delivery service.
For example- BA provide food services in airline but numbers of complaints has been charged by
customers such as not providing food according to their chosen meal, low quality of service etc.
Gap 4; Communication- In this, what promised were made to customers and what actually
they are delivered produced the gap. In relation with BA, accommodation service such as seats of
airlines is of poor quality and end users do not feel comfort. This mostly occurs due to lack of
communication between operation level and management.