Managing Quality in Hospitality, Tourism and Events

MANAGING QUALITY
IN HOSPITALITY,
TOURISM AND EVENTS

EXECUTIVE SUMMARY
This report provides an evaluation and analysis of the various problems encountered and
experienced by Airbnb organisation. A description about evolution of quality and quality gurus
are provided in order to describe the effectively describe the concept of quality management.
Further, an outline of various issues experienced by Airbnb organisation is provided on the basis
of reviews of customers so that an effective tool and technique can be adopted to address these
issues. Use of Key performance indicator (KPI) tool together with its advantages and
disadvantages is included in this report to assess its impact in delivering consistent and effective
quality management.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
2.0 Concept of Quality Management......................................................................................1
Outlining problems being currently experienced by Airbnb..................................................4
Assessment of impact of techniques in delivering consistent and effective quality management
................................................................................................................................................6
RECOMMENDATIONS.................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Quality is one of the most important and crucial element for an organisation that is
associated with developing a service or a product in a way that is quite suitable and align with
the intended purpose for which it was made. Moreover, quality also refers to presenting the
offerings without any flaw and in a perfect condition (Moutinho and Vargas-Sanchez, 2018).
Hence, in this context, the report below is based on Airbnb, which is one of the leading
community-driven hospitality company headquartered in San Francisco, California. The
company is currently facing several quality issues for which, the report would include
identification and description of concept of quality management, along with outlining the
problems being current experienced by the company. Moreover, the report would also be
emphasising on the impact of techniques such as KPI on he organisation, along with necessary
recommendation for Airbnb to improvise its services.
MAIN BODY
2.0 Concept of Quality Management
2.1. DEFINITION OF QUALITY
Quality refers to the standard of a product or a service that is produced by an individual
or organisation. Moreover, it is the interpretation of the state of the offering in comparison to
other aspects of similar kind. In addition to this, it is a distinctive attribute within a product or a
service of an organisation that is essential in order to provide value to individuals using these
products. It is a necessary aspect within an organisation that is associated with better and more
effective state of product possessed by individuals of an organisation.
2.2. Evolution of Quality Management:
Quality Management is a concept which is related to managing the overall effectiveness,
performance, as well as sustainability within the products and services developed and delivered
by the organisation. However, it is necessary that the evolution of the concept of quality is
appropriately and effectively explained.
1. Inspection: Earlier, the operative work within manufacturing of a product was
inspected within businesses. Moreover, this role enhanced as per the increase in
sizes of the company. However, due to inappropriate training and management,
1