Managing Quality in Hospitality, Tourism and Events

Managing Quality in
Hospitality, Tourism and
Events

EXECUTIVE SUMMARY
Quality management is an essential component in hospitality industry which help in
attracting customers and gain a competitive edge in market. It is important that the organisations
which are linked to this sector focus on providing high quality service to their customers so that
they can build a strong brand image in market. In this report the issues which are faced by
Airbnb are discussed along with the quality management techniques which can be used by its so
as to improve its brand image in market.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
1) Identification and description about quality management......................................................4
Problems that are being faced in Airbnb.....................................................................................6
Assessment of the impact of technique which can be used to improve quality management.....8
Recommendations.......................................................................................................................9
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality relates to the relationship between a guest and a host wherein it is important
that high quality of service is provided by the host to their clients in order to achieve their
confidence and gain a competitive advantage in market. Quality management is important in
hospitality and tourism industry so that customers can be provided with products and services
with desirable quality standards which give them high value for their money (Andrades and
Dimanche, 2019). This report is based on Airbnb Inc. is an online marketplace which help in
arranging or offering lodging and other tourism experiences. The company was founded in 2008
and is headquartered in San Francisco, California. In this report discussion on quality
management, problems faced by Airbnb, use of quality management techniques and their impact
on Airbnb, recommendations etc. will be done.
MAIN BODY
1) Identification and description about quality management
Quality: Quality is a tool which help in comparing the goodness of a product or service
with other similar product or service so that higher satisfaction of customers can be achieved in
the same value of money. Higher the quality, higher will be the satisfaction of customers so that
a loyal customer base can be created.
Quality management: It is related to the act of overseeing all the activities and tasks
which are performed in company to produce products or services so that high quality standards
can be met. This help in ensuring that the customers are provided with a consistent quality of
products and services which help in building customer expectation and creating a high brand
image of the organisation so that a loyal customer base can be formed (Clifton, 2019). Quality
management has four components: quality planning, quality assurance, quality control and
quality improvement which must be efficiently used so as to ensure high quality to customers.
Airbnb in order to increase its customer base and increase its sales need to ensure that quality
management techniques, policies, processes etc. are followed so customer satisfaction can be
increased. It also help in enhancing the brand image of company in market which help in
attracting more number of customers and increase its sales. High quality help in setting high
prices for the products and services offered to customers, increase market share and also create a
loyal customer base thereby increasing the competitiveness of company.