Quality Management in Hospitality: Approaches, Systems, and Continuous Improvement

Quality
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1.1 Definition of quality in context of hospitality........................................................................1
1.2 Discussion of the main components of quality management in hospitality...........................1
1.3 Description of various approaches to quality management in hospitality.............................2
1.4 Differentiation of approaches to quality management in hospitality.....................................2
2.1 Description of internal and external quality management systems.......................................3
2.2 Methods of inspection and assurance....................................................................................4
2.3 Evaluation of level and type of management control and communication during quality
inspection and assurance..............................................................................................................5
2.4 Analysis of effectiveness of quality management system.....................................................5
3.1 Description of various approaches to continuous improvement............................................6
3.2 Evaluation of downfall in quality in hospitality setting and identification of root cause......6
3.3 Proposal for new quality system or modification in existing ones which could upgrade
quality..........................................................................................................................................6
3.4 Explanation of the process for implementing the quality system successfully.....................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Quality management can be defined as a framework which is focused by all the business
entities for the purpose of making sure that all the tasks and activities are performed
appropriately so that a higher level of excellence could be acquired. There are various processes
which are involved in it (Goetsch and Davis, 2014). These are formulation of quality policy, its
creation, implementation, planning, assurance and improvement. The organisation which is
selected for this report is Royal National Hotel. It is one of the largest hotels of UK which is
mainly established in Woburn Place, Bloomsbury, London, United Kingdom. This assignment
covers various topics such as concept of quality management, its basis components, effectiveness
of a quality system etc. Additionally, the way in which quality management principles could be
used to improve performance of the organisation is also covered in this project.
MAIN BODY
1.1 Definition of quality in context of hospitality
Quality in the context of hospitality industry organisations such as Royal National Hotel
can be defined as the consistency in delivery of products and services according to the standards
which are expected by the guests. In order to make sure that customers are highly satisfied with
the facilities of the entity it is very important for management to pay attention towards their
requirements. Since earlier years quality was the major concept which was focused by all the
hospitality sector organisations as it can help to enhance client engagement.
For hotels such as Royal National it is essential to focus upon quality of all the services
as it will be beneficial for attracting large number of customers and attain competitive advantage
in the industry. For example, if the food which is served to guests is having great quality then it
can help to retain the clients but the bad eatables or dirty rooms may affect their mind set
(Griffin, 2016).
1.2 Discussion of the main components of quality management in hospitality
Quality management is the process of overseeing all the tasks and activities which are
performed by an organisation for the purpose of carrying out operations so that the desired level
of success could be acquired. In Royal National Hotel managers try to make sure that all the
facilities which are provided to the clients having good quality so that it can help to meet their
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expectation level. There are various key components of it in hospitality sector which are as
follows:
 Meeting customer expectations: In order to manage quality it is very important for hotel
staff to meet the requirements of clients so that the could be motivated to visit again in
future.
 Consistency: For managers in hotel it is very important to make consistency in the
delivery of services as it will be beneficial to provide the attributes to the clients that are
expected by them.
 Standards: All the guests in hotels want that they should get higher standard facilities so
that they can stay and spent their time without any issues such as bad quality services etc.
 Understanding needs: For the purpose of managing quality it is very important for
hotels to understand needs of customers so that profits could be enhanced and brand loyal
clients could be increased (Kafetzopoulos and Gotzamani, 2014).
1.3 Description of various approaches to quality management in hospitality
For all the hospitality sector organisations such as Royal National Hotel it is very
important to use some to the specific approaches for quality management. The employees within
the enterprise are utilising some of them which are discussed below:
 Articles: There are various types of articles which are published online for the purpose of
awaring organisations as well as customers about the trends running in the market. With
the help of it hotels can follow the new trends which are beneficial to attract customers
and manage the quality of services.
 Reviews: It is considered as one of the main approach of quality management which can
help to make modification in the services of the hotel according to the feedback provided
by the clients. With the help of it error in the organisational policies could be determined
and appropriate changes could be made for future.
1.4 Differentiation of approaches to quality management in hospitality
There are various approaches to quality management in hospitality sector which are used
by most of the business entities such as The Royal national Hotel for the purpose of making sure
that good quality services are delivered to all the customers (Kwon, Lee and Shin, 2014).
Differentiation among all of them is as follows:
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