Managing Quality in Hospitality, Tourism and Events

Managing Quality in
Hospitality, Tourism and
Events

EXECUTIVE SUMMARY
Managing quality in the hospitality is crucial for the organisation as the services are directly
provided to the customers. It is so because the customers expect what they need and thus they
need to be satisfied. In this report the problems which are faced by the Airbnb are identified and
on the basis of which various reasons of such issues are determined. Later on in the report
various techniques are taken into consideration such as key performance indicators, total quality
management etc. are recommended that can helps them in meeting up with such issues.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Identification and description of quality management.............................................................1
2. Outlining the problems being currently experienced by Airbnb.............................................3
3. Assessment of the impact of specific technique in terms of delivering consistent and
effective quality management......................................................................................................5
RECOMMENDATIONS.................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Managing quality in hospitality, tourism and events is essential to be focused by all the
organisations operating business under hospitality industry. By paying attention towards it the
enterprises such as hotels, restaurants etc. will be able to achieve their objectives such as
satisfied customers could be achieved (Clifton, 2019). The organisation which is selected for
present report is Airbnb which was founded in San Francisco, California in year 2008. Currently
it is one of leading entities of hospitality around the world. This assignment covers various topics
such as concept of quality management, problems that are currently faced by the enterprise etc.
Additionally, impact of a specific technique upon the company to deliver consistent and effective
quality along with recommendations are also covered in this project.
MAIN BODY
1. Identification and description of quality management
Quality management: It can be defined as the process of overseeing all the procedures
conducted by an organisation for the purpose of maintain a specific level of excellence. The main
elements which are focused by this are creating and implementing a policy for quality,
determination of the policy, making improvements and controlling the adverse actions. There are
various principles of it which are improvement, leadership. Process approach, engagement of
individuals, relationship management, evidence based decision making, customer focus etc. For
all the organisations such as Airbnb it is very important to pay attention towards all of them so
that long term business goals such as higher profits could be achieved. By managing quality of
all the services which are provided by it the entity will be able to meet expectations of clients and
satisfy their needs. If business entities are not able to manage quality of all their services then it
may leave negative impact upon mind set of customers. In order to ignore such situations it is
very important for companies to make sure that they are maintaining quality of all the facilities
delivered by them to the patronages (Nhat and et. al., 2019).
Qualification: The qualification can be defined as a condition that allows something to
happen. On the basis of this various modifications need to be made so as to meet up with the
specific requirement. The theory of competence, qualification and action can be used for
managing the concept as with this the capabilities of the employees can be managed that can
improve the services for the customers (Stricker, Echsler Minguillon and Lanza, 2017).
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