Managing Quality in Hospitality, Tourism and Events

This report discusses the concept of quality management in the hospitality, tourism, and events industry. It focuses on the issues faced by Airbnd and the impact of benchmarking on delivering consistent and effective quality management. Recommendations are provided for improving practices.

MANAGING QUALITY IN
HOSPITALITY, TOURISM
AND EVENTS

EXECUTIVE SUMMARY
Quality management are all administration functions and actions that are required to
maintain and achieved as desired level of excellence. The present report is based on Airbnd firm,
they experienced different issues while operating business due to poor quality management.
Furthermore, by adopting Benchmarking techniques company is able to solve issues and improve
their practices.

Table of Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
Concept of quality management..................................................................................................4
Issues being currently experienced by Airbnd.............................................................................6
Impact of Benchmarking on organization in term of delivering consistent & effective quality
management.................................................................................................................................7
RECOMMENDATIONS.................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Managing quality within tourism, hospitality and events sector is very essential as it helps
to meet the expectation of clients and business as well. By managing quality within companies,
management leads greater efficiency and less waste and improve risk management effectively.
The current report is based on Airbnd firm, operating in online marketplace for offering and
arranging lodging and primarily tourism experiences or home stays. This study explains the
concept of quality management, define issues being currently experienced by firm and also
justified the impact that one of the techniques will have on Airbnd in terms of providing
consistent as well as effective quality management. Furthermore, it clarified recommendations
based on organization problems and practices.
MAIN BODY
Concept of quality management
Description-
Quality term simply defines what is needed and how it will be achieved, it also implies
complying with suitability and necessities of being used. Quality realm changed rapidly from just
production, to several other disciplines like information technology, human resource and finance.
Adopting and following quality management structure provide benefits including creation of
quality systems and goods (Lewis and et.al., 2016).
It is the action of overseeing all the function and activities required to maintain in firm at
desire level of excellence. It includes creating as well as implementing quality planning,
determination of quality policy, assurance and quality improvement & control. It focuses on long
term goals of business through implementation of short term initiatives. Quality management
required that all the stakeholders in organizations work together in order to improve current
procedures, operations and products or services of organization itself. It helps firm to assure that
their, goods and services is consistent. It defined as formalized program that documents,
procedures, process and accountabilities of management for achieving quality objectives and
policies. It focuses on services & products quality along with achieve it, therefore uses quality
assurances and manage of process to achieve more consistent quality. It s considered as recent
phenomenon but essential for a company such as Airbnd (Siva and et.al., 2016). It helps to
coordinate and direct business activities to meet target market and regulatory requirement &
improve their operational efficiencies on continuous basis. In quality management different types

of techniques are used for example Sig Sigma, Kaizen, Benchmarking and TQM, that help to
improve product and services quality effectively.
Importance of above concept-
Quality management assures extreme quality of goods, it measured in terms of
performance, durability and reliability. Tools with this system assure modification in current
procedures and systems which eventually outcomes superior quality services. In term of
consumers satisfaction, quality management is very important for organization as it enhance
business capabilities to improve their operations and management efficiencies that drive them
towards satisfying consumers (Bastas and Liyanage, 2018). Furthermore, it is also essential for
firms as help to increase revenues and higher productivity. Quality management is crucial for
long term success and growth of Airbnd within marketplace, as it help to reduce waste and
inventory that save time as well as money. It is significance to create superior quality items
which meet and exceed clients satisfaction.
Benefits of quality management-
Quality management in context of business, affect every aspect of companies performing,
it provides many benefits such as help to meet consumer requirement, that will support to
enhance confidence level in firms, in turn leading to more sales, more repeat business and
consumers. Furthermore, it also in term of meeting organization requirement, which assure
compliance with rules and provision of services & products in the cost and resources within
efficient manner, developing way for business expansion, profit and growth. Quality
management facilities a company, to achieve objectives that defined in firm strategy. It helps to
assure achievement of reliability and stability regarding equipment, techniques and resource
being used in day to day operations. All the operations functions are integrated towards
achievement of products quality. These attempts commence by determining consumers
expectations and needs.
Quality management in business practices will cater many benefits along with the above
one (Bravi, Murmura and Santos, 2019). It help to assure that consumer or target market is
satisfied by meeting their needs and will thus enhance interest of people. With the help of this
concept, companies effectively attain its customers satisfaction which is one of the greater
achievement for them, it will assist in capturing new market and also help to increase market
share rather than before. Number of customers would return to business when they are satisfied

with goods offered by Airbnd. Firm remember that their consumers would be satisfied and happy
only when their goods meets according to their expectations. Quality management effectively
assure business and operation management that they deliver items as per commitment made to
clients through different modes of promotions. This is the most effective method or tool that help
to create and design a thing which people actually desired and wants.
Issues being currently experienced by Airbnd
Airbnd is an online marketplace that connects individual looking to rent their homes with
people who are finding for accommodations.
Issues faced by Airbnb-
Unfairly denied refunds- this is the major issue being faced by Airbnb in the current
competitive world. This is an issue because of the major reason that the charges of the stay and
experience is high and it is not affordable by every person. This is a major issue because of the
reason that many a time the consumers and travellers makes the online payment in advance and
because of some reasons or some contingency they cancel their plan (Hyseni, Abid and Nadda,
2018). Then the money is refunded with many problems. This is majorly because of the reason
that the company is not ready to return the money easily as the consumers has cancelled the
bookings at the last time. But this is not fair at side of company as they have to return the
booking amount of the consumers at any cost and in any condition. Hence, this is the major issue
being faced by Airbnb and which is not liked by the consumers coming to the place and because
of this reason only the consumers are not happy in making advance booking with Airbnb. This is
an issue because of the reason that this is an issue because this delay in refund swill make delay
in the final settlement of the consumer in their booking as there are many consumers.
Last moment cancellation- this is also an issue which is being faced by Airbnb at time
of booking and cancelling of the consumers. This is majorly because of the reason that at the end
moment the company cancels the booking of the consumers at the last time. This becomes very
chaotic for the consumer as at the end of time they have to look for some alternative stay as
Airbnb has denied their stay at their place. Thus, this is a major issue as this decreases the
goodwill of the company and reduces the number of consumers and the market share of Airbnb.
This is illustrated in a report that a guest of Airbnb David Jackel paid an amount of $1300 in
advance for a stay of five week in Mexico. But a day before their check- in the host that is
Airbnb cancelled the booking. Thus, this created a negative impact over the working and

goodwill of the company (Airbnb hosts can cancel your reservation at last minute as part of
scam and there's nothing you can do it, 2019).
Lack of support during emergencies-Consumers give negative comments about the
services and host support in emergency situation. People face many issues because Airbnd
customer service management unable to consider the requirement. Some client waiting for so
long to get response and wait 15 to 16 minutes to obtain support from Airbnd host, but they
would not get any help that impact on company market reputation and productivity. Some people
after no feedback and support from firm management, they required up confronting its guest
directly and it subjected to different people sitting throughout flats some of whom did not even
know renter. During emergency period, when customers do not get any support from company,
they never pay turn it back towards them (Hodorowicz, 2019).
Unable to meet consumer requirements-Some consumers determined that they do not
get the place what they expected. When guests of Airbnd book property to live, they expect to
get same amenities mentioned in property description has been seen at application, but they do
not get according to it. The differences between description and actual scenario, put negative
impact on company business, it is one of the biggest problem or Airbnd complaints that people
have and this one is really very difficult to fix. These complaints arise against organization
because host did not use pictures or images that reflect reality of property. The number of
complain arise due to this reason which is not suitable for business and its market image.
Impact of Benchmarking on organization in term of delivering consistent & effective quality
management
Benchmarking is the activities and practices of comparing performance and business
procedures' metrics to sector bests and best practices from other firms. It is considered as
continuous procedure of comparing firm products, strategies and techniques with those of the
world managers and best in class companies. The purpose of benchmarking techniques is to
comprehend how achieved excellence and then setting out to meet requirements. It is used to
measure performance and actions of companies using specific indicator, resulting in a metric of
performance that is compared to others (John and Eeckhout, 2018).
By using benchmarking in business Airbnd firm improve their management practices,
consumer services and other things, to deliver effective and better quality products or services to
its customers. It is the best way of discovering what is the best performance being gained,

whether in Airbnd, by a competitor or by totally different sectors. This technique put positive
impact on company as by comparing other firms practices with their current ones, they identify
the gap and reason behind consumer complaints against Airbnd. While using benchmarking,
Airbnd can improve their quality of services and products as well. To deliver effective quality
management, company study their competitors products and services quality that help to identify
how they outperform similar things. This will outcome in improvements to business products or
services which ultimately impact guest satisfaction and business bottom line. Benchmarking is
not a way of making inquires to other firms and documenting another organizations facilities or
procedures, when making use of this technique, Airbnd must not limit the scope to their own
sector, nor must benchmarking be a one time act (Hurley and et.al., 2017). The impact on
company while using this method is quite positive as they improve consumer services
management practices which is beneficial in term of profitability. Benchmarking is one of the
most common act and sensible exercise to develop baseline, by using this organization determine
the differences between other firm practices and their own, and then identify improvement and
development opportunities that increase consumer loyalty. All the information and differences
Airbnd obtain by conducting market search and using the best types of method under this
technique.
There are different types of benchmarking available, Airband can use process
benchmarking because it helps them to identify the level of their performance and practices by
comparing with other companies. With this approach, they can focus on investigation and
observation of current business actions and management practices with aim of determining as
well as observing the best performer from one or more benchmarking organizations who are able
to work and provide similar services. It creates competitive environment within firm, integrating
with this method company will outcome in valuable data or information that encourage and
motivate discussion & sparks new practices or improve the existing ones. At this best, it can be
used as technique to support firm measure and prioritize improvement chances (Uziene and
Januskaite, 2016).
Benchmarking tool permit Airbnd to gain an independent perspective about how better
they can perform compared to other firms, drill down into performance differences to determine
areas for improvement, create a standardized set of metrics and procedures. It effects in term of
benefits, allow company to enable a culture and mindset of continuous improvement, that

improve practices for example, host response quickly when they identify the importance of
consumers other company does. With this method Airbnd set performance expectations and
monitor their activities & then manage change.
Furthermore, firm is facing different issues discussed above, which impact on their
market image and position. They had to solve problems as soon as possible because it directly
affects consumer base negatively, as its clients are not satisfied they make a lot of negative
review about services and properties company offer to them. By applying the five stages of
benchmarking, Airbnd improve their current practices and enhance management functions
effectively (Adewunmi, Iyagba and Omirin, 2017). In first step, they decided what to benchmark
by determining and making prioritize a certain process. After that, firm analyse starting position
and motive by determining measurement tools that allow identifying improvement that occurred.
At third stage, company chose a suitable partner and in fourth they get needed info from them. In
fifth step, management apply lessons learned and considering action to improve.
RECOMMENDATIONS
From above, it has been identified that Airbnd experienced different kinds of problems,
that affect consumers services and profit margin of business. To improve their practices, they
must focus on areas which need major improvement.
 The charges Airbnd obtain for their services it very high, some people cannot be able to
afford it, to gain the attention of new consumers company must crate low pricing
structure for every one, that help to provide proper satisfaction to people while using
services.
 Travellers because of some personal reason some times cancel reservation, but they
would not get refund at timely manner. It impacts on consumers perspectives and
expectations towards Airbnd. To solve this problem, company refund money as fast as
they can for which management can use net banking services that is one of the easiest
way to transfer money from account to account when consumer cancel bookings. It helps
to create positive image in mind of clients and build strong relationship between Airbnd
and target market.
 To solve third issue, Airbnd must support their guest when they need them, host always
keep in touch with consumers till when they do not reach at the location. Host should
make a call to its customers after reaching at decided location, then get review about

services because it builds positive image in mind of people, consumer believe company is
concern about its guest safety.
 Most customers complaints about Airbnd management and its services, they do not get
what actually show in pictures. To solve this issue, firm must use clear photos that reflect
reality of property, instead of using low or fewer quality pic to hide and try
imperfections.
CONCLUSION
From above, analysis it has been concluded that Airbnd experienced a lot of issues
because of several reasons mentioned in this case which they solve by takings strategic decision.
Benchmarking in context of business is quite beneficial it improves the areas where firm had to
make chances for betterment.

REFERENCES
Books and journals
Adewunmi, Y.A., Iyagba, R. and Omirin, M., 2017. Multi-sector framework for benchmarking in
facilities management. Benchmarking: An International Journal.
Bastas, A. and Liyanage, K., 2018. Sustainable supply chain quality management: A systematic
review. Journal of cleaner production. 181. pp.726-744.
Bravi, L., Murmura, F. and Santos, G., 2019. The ISO 9001: 2015 quality management system
standard: companies’ drivers, benefits and barriers to its implementation. Quality
Innovation Prosperity. 23(2). pp.64-82.
Hodorowicz, C., 2019. Fraternities, sororities to pair up for Greek Week 2019.
Hurley, J and et.al., 2017. How do we best use data and analysis for benchmarking urban
greening in our cities?.
Hyseni, B., Abid, M. and Nadda, V., 2018. Tourism Potential And Future Implications Of
Airbnb In Lake District National Park, UK. International Journal of Entrepreneurship
Management Innovation and Development. 1(1). pp.127-162.
John, L.K. and Eeckhout, L., 2018. Performance evaluation and benchmarking. CRC Press.
Lewis, K.A and et.al., 2016. An international database for pesticide risk assessments and
management. Human and Ecological Risk Assessment: An International Journal. 22(4).
pp.1050-1064.
Mohammad, M.Z., Viana, M. and Raghib, A.T., 2019, October. Benefits and implications of the
different types of quality management in the Malaysian construction industry. In IOP
Conference Series: Materials Science and Engineering (Vol. 650, No. 1, p. 012008).
IOP Publishing.
Siva, V and et.al., 2016. The support of Quality Management to sustainable development: a
literature review. Journal of Cleaner Production. 138. pp.148-157.
Uziene, L. and Januskaite, V., 2016, May. The Pros and Cons of Benchmarking in the National
Intellectual Capital Measurement: A Strategic Management Approach. In European
Conference on Intangibles and Intellectual Capital(p. 317). Academic Conferences
International Limited.
Online
Airbnb hosts can cancel your reservation at last minute as part of scam and there's nothing you
can do it. 2019. [Online]. Available through:
<https://www.thesun.co.uk/travel/8737747/airbnb-host-booking-cancelled-last-minute/>
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