Implementation of EFQM Model on Squire Group Hotel

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Marketing and Service Management 1
Executive Summary
The below mentioned paper evaluate information about the execution of EFQM model on a hotel
chain group. European Foundation for Quality Management is a tool that helps the business
process in attaining excellence in the target market by analysing issues in the business process
and effectively working on them. There are five objective areas in the EFQM model that
determine the ways in which objective can be achieved, these areas are leadership, people,
policy, partnership and resource and process. There are four results that are indicated in the
intended objectives, these aspects are people result, customer result, society result and key
performance results. The paper highlights the implementation of EFQM model on the Squire
Group Hotel. The hotel was facing various problems in its external environment so the
application of this framework will subsequently help the company to grow. More details about
the paper are discussed below.

Marketing and Service Management 2
Contents
Introduction......................................................................................................................................3
The Squire Hotel Group...................................................................................................................3
EFQM Model...................................................................................................................................5
Application of EFQM to Squire Hotel Group.................................................................................5
Leadership Criteria......................................................................................................................6
Strategic Criteria..........................................................................................................................7
Succeeding through People..........................................................................................................7
Partnership...................................................................................................................................8
Managing Process........................................................................................................................8
Companies that used EFQM Model................................................................................................8
Conclusion.......................................................................................................................................9
Recommendations............................................................................................................................9
References......................................................................................................................................11

Marketing and Service Management 3
Introduction
The purpose of the paper is to enlighten the reader about the information of the hotel group
Squire Hotel. The paper focuses on the implementation of EFQM model on the enhancement of
performance of the organization. Various issues have been identified in the paper for the hotel
group facing various problems in the external as well as internal environment. The hotel group
lacks formal method of collection of information along with the information about beds etc. The
customers present in the hotel are mainly tourists who are foreign or localities. The company is
aiming to upgrade the business functions according to the service standards of the hotel. There
are various services that are recommended to the company to grow and increase satisfaction in
the target market. The below mentioned report enlighten the reader about the EFQM model
along with its application on the company. The model successfully helps the company to grow,
eliminates the issues and increases the sales of the services in the target market. The European
Foundation of Quality Management model is by many companies prevailing in the market with
an aim to sustain the quality and self-improve the image as well. The report describes the service
quality problem in Squire Hotel Group and use of EFQM model to increase the effectiveness of
hotel. More details about the paper are discussed below:
The Squire Hotel Group
The Squire Hotel Group is a hotel chain of around twenty hotels under them with bedroom
inclusive of 40 to 120 in every hotel. The company has its hotels in regions Southport, Warwick
and Oxford. The company identifies itself a marketing hotel with a rating of three stars. The
company has earned differentiation in the market through its quality, reasonable prices and first
rate services as well. The company majorly deals with commercial clients as their customers in
the market. The Squire hotel that is located in Oxford has a total 41 bedrooms and is located in
Magdalen College. The rooms of the hotel are well designed and efficient services to the
customers in the hotel. The staff turnover rate of the company is approx. 70 per cent and the
infrastructure of the company is also efficient that helps the management in adequately
delivering services to the customers. The budget of the company is prepared at the head office
separately for the individual costs like breakfast, lunch and dinner (Company House 2019). The