Managing Quality in Hospitality, Tourism and Events

Managing Quality in
Hospitality, Tourism
and Events

EXECTIVE SUMMARY
Quality Management plays an essential role as it ensures that products & services offered
by an organisation is consistent and of high quality. The concept of quality management involves
four stages that is quality control, quality assurance, total quality control and total quality
management. Airbnb is taken into consideration while completing this project. There is
explanation of problems experienced by company. KPI technique measures the effectiveness of
objectives set by the company. Quality Management approach is used to offer good quality and
services to the customers at marketplace.

Table of Contents
EXECTIVE SUMMARY................................................................................................................2
INTRODUCTION...........................................................................................................................4
Main Body ......................................................................................................................................4
Concept of Quality Management............................................................................................4
Different Issues experienced by Airbnb.................................................................................6
Recommendations..................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Quality Management refers to the process of overseeing task as well as activities of an
association in order to ensure that goods and services which is offered in market is consistent and
of high quality. This concept assist an organisation to maintain quality level which in turn builds
good brand image of a company in market (Altinay, Paraskevas and Jang, 2015). In the present
report, Airbnb is chosen as a base company. The company was established by Brian Chesky and
Joe Gebbia in the year 2008. Airbnb is an online marketplace that offers tourism, home stays as
well as lodging services to the customers. The present report covers the concept of quality
management along with the evolution of quality management. It also discuss about the issues
that Airbnb experience currently and the affect of techniques that is adopted by them in order to
deliver effective and good quality to customers at marketplace. At last, various recommendations
is given so that company can improve its quality in a proper manner.
Main Body
Concept of Quality Management
Quality management is the process of visual perception related to various activities and
tasks inside organisation. The company provides good accommodation and home stays services
to customers where quality management could help them in satisfying need of customers. Also,
it helps in accomplishing goal or objectives within an organisation premises. It involves various
activities and tasks that a company to do while manufacturing and delivering quality product
and services to customer at suitable cost. It also ensures that goods are delivered on right time.
Main advantage of using a quality management by Airbnb organisation is to provides
accommodation and lodging services to customer at appropriate cost thus it helps company to
build customer loyalty and retain them (Dredge, Airey and Gross, 2015).
Evolution of Total Quality Management
1920s Few of basic seeds of quality management were constituted through U.S.
Industry. In late 1920s, Hawthorne experiments described how productivity of
worker affected by their participation.
1930s In 1930s, Walter Shewhart established procedure and methods of quality control