Quality Management in Airbnb: Challenges and Techniques

Prepare a report for
the Quality
Managers of Airbnb

EXECUTIVE SUMMARY
This study based on the Airbnb organization which offer the lodging service in the
worldwide area. Company face the bad customer experience situation due to cancelling 1.1
million bookings at last minute. Further this report is about the quality management and how
organization need to adopt techniques to improve their service quality as well as customer
experience.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
1. Describe the concept of quality management..........................................................................4
2. Identify the problems which currently experienced by the Airbnb company..........................6
3. Evaluate one of the following techniques which help the Airbnb to deliver the consistency
or effective quality management..................................................................................................8
RECOMMENDATIONS.................................................................................................................9
CONCLUSION .............................................................................................................................10
REFERENCES .............................................................................................................................11

INTRODUCTION
Managing quality is very essential for the hospitality sector because they need to satisfy
their customers through providing quality services and it further helps in generating revenue for
the organizations. In the hospitality industry, constant delivery of services to the guest as per the
standards is required to achieve to satisfy them (Anne, 2019). Along with this, they need to
create value for the guest so they think that they are valuable for the organizations. This report
based on the Airbnb which is California based company and it was founded in 2008. This
company reported for the unreliable services to the holidaymakers and it will happen due to
ineffective quality management. This assessment cover the various topics such as concept of
quality management, what actual problem currently Airbnb faced, impact of following
techniques in order to deliver consistency or quality management and provide some
recommendation to improve quality services.
MAIN BODY
1. Describe the concept of quality management
Quality management is the process of reviewing all the activities which performed in
the business operations in order to achieve their organization goals & objectives. There is a
specific standard of quality which management need to achieve in order to maintain excellence.
Quality management include the process of formulating policies and implement the planning as
well as monitor that quality in order to improve overall operational services.
In the current business environment there are various quality management tools available
that is used by the managers of hospitality sector. But, it is also very important to know about the
evolution of quality and its gurus. Before the introduction of total management quality tool,
researchers has to work hard to reach this stage. Because organizations face various problem
such as technique issues, lack of training, defective goods, unskilled workers in the
manufacturing unit etc. After that, evolution of quality happen and effectively implement in
order to improve products & services quality in the organizations to satisfy their consumers and
maximise the demand.
In order to resolve these problems, management build separate department and allot chief
inspector that is a person who is responsible for all activities and taking charge of manufacturing
to manage other works (Chung, 2019). Through formulating new department, it will generate