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

This document discusses the concept of quality management in the hospitality industry, including the definition of quality, main components of quality management, various approaches to quality management, and the evaluation of quality management systems. It also explores the methods of inspection and assurance, the level and type of management control and communication during quality inspection, and the effectiveness of quality management systems. Additionally, it covers the approaches to continuous improvement and proposes a new quality system or modifications to existing ones to upgrade quality in the hospitality setting.

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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Cost is the total amount of a service which is charged from a customer for the using it. It
is an approach to quality management which is beneficial for making sure that facilities provided
to the customers are in their budget or not. Implementation is also an approach to quality
management which guides the management to make sure that all the policies related
administration of quality are implemented properly so that targets could be achieved. Employee
engagement and involvement approach is used by Royal National Hotel to make sure that all
the activities are performed properly by all the staff members with higher productivity or not.
Documentation is also an approach to quality management which is used by hotels for the
purpose of keeping records and feedbacks of all the clients so that changes in the delivery system
could be made to enhance quality of services. One of the point for the differentiation in the
approach of quality management is focus on customer, staff and organisation because it can
help to make proper alteration in the strategies to meet the expectation level of clients.
2.1 Description of internal and external quality management systems
There are various types of external as well as internal quality management systems which
are used by hospitality sector organisations such as Royal National Hotel for the purpose of
making sure that higher quality facilities are delivered to clients. Description of them is as
follows:
Internal systems: All the insider systems which are used by the organisations for the
purpose of managing quality are considered as the p[art of these systems. First one of SOP's
which is standard operating procedure which is a step by step instruction compiled by the
enterprises which helps staff members to perform complex jobs. Internal customer survey is
also an internal system which is used for the purpose of managing quality as they will share their
views on the services acquired by them (Nanda, 2016). Employee satisfaction survey is also an
internal quality management system which could be used by hotels to analyse the reason for
lower performance of them and reach to organisational goals.
External systems: All the systems which are available outside of the organisation are
considered as the elements of it. ISO9000 is an international standard which is used for the
purpose of quality management and it is used in Royal National Hotel for the purpose of
maintaining attributes of all the services of it. Star rating is also a system which is used in
quality management as it helps to segregate the hotels on the basis of their ratings. Health and
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safety are also considered as the systems which are used externally to manage quality of all the
facilities provided to the clients.
All the above described standards leave impact upon the market of hospitality sector
because all of them are required to be focused by the organisations operating business under it
for managing and maintaining interest of clients.
2.2 Methods of inspection and assurance
Royal National Hotel is one of the largest organisations operating business under
hospitality sector of UK. The management within the entity make sure that all the services which
are delivered to clients have good quality (Oakland, 2014). For this purpose timely changes are
made in the policies and strategies.
In order to control the quality firstly managers try to figure out the causes which may
result in bad quality of services. Afterwards different ways for control and maintenance of it are
analysed and at last one of them which may result properly is selected and implemented. There
are various tips for quality improvement which are as follows:
 Analysing the level of quality of services of competitors so that proper changes in the
delivery system could be made.
 In order to improve the quality of room allocation the managers in Royal National Hotel
can use latest technology such as digital keys could be used.
There are various methods of inspection and assurance which are as follows:
 Quality identification: In this method of inspection and assurance managers try to
identify the quality of all the services so that they can analyse that it will be able to meet
expectations of customers or not.
 Quality measurement: Under this method, quality of all the services offered by
organisation is measured by assessing feedback of customers.
 Quality control and maintenance: This method states that for the purpose of controlling
and maintaining quality it is very important for the management to make sure that they
are delivering such services which are able to meet expectation level of visitors (Papp,
2018).
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2.3 Evaluation of level and type of management control and communication during quality
inspection and assurance
Management in hospitality sector is very important and required at every level because
with the help of it all the operational activities could be carried out in systematic manner.
Without proper management it is not possible for hotels such as Royal International to perform
operations properly (Ross, 2017). Communication is the process of interacting with each other so
that information regarding the activities of business could be passed properly. It is very
important in hospitality sector to communicate properly as it can help to perform different jobs
such as room cleaning, food delivery, booking rooms etc. There are various communication
channels such as direct meetings, mail etc. which are used in Royal International Hotel by
managers for the purpose of interacting with all the staff members. All these channels leave
positive impact upon functionality of business as with the help of them employees perform their
jobs properly.
In Royal National Hotel downward management control is followed in which top
management guide all the middle and lower level employees to perform all the tasks in
systematic manner. It facilitate the managers to conduct timely meetings with staff members and
aware them about the responsibilities of them.
2.4 Analysis of effectiveness of quality management system
For all the hospitality sector organisations such as Royal National Hotel it is very
important to apply effective quality management system as it can help to deliver best quality
services to all the visitors of hotel. There are various benefits of effective quality management
which are as follows:
 Effective quality management results in higher satisfaction level of customers as it help
the business entities to make sure that the services which are delivered to the visitors at
hotel are having good quality (Rumane, 2017).
 With the help of it profits could be increased because it may increase the satisfaction
level of customers which will be beneficial for the enhancement of profitability.
 If hotels such as Royal National are managing quality effectively then it may result in
loyalty of customers which is beneficial for making increment in revenues of
organisation.
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 By using effective quality management an organisation can reduce staff turnover and
reduce cost of operating business because if quality will be managed properly then it will
help to increase employee engagement and save the cost of hiring new employees.
3.1 Description of various approaches to continuous improvement
Continuous improvement is an ongoing process of making modification in the business
procedures so that long term goals could be accomplished successfully. It is very important for
organisations such as Royal National Hotel which is operating business under hospitality sector
as it can help to carry out operations properly (Sallis, 2014). There are various approaches of
continuous improvement which are as follows:
 TQM: It can be defined as a system which is used by business entities for the purpose of
making improvements in business procedures. It is used by managers in Royal National
Hotel to detect and eliminate errors from the business procedures so that possibility of
uncertainties could be reduced.
 Six sigma: It is an approach used in continuous improvement for the purpose of reducing
the possibility of defects from business strategies so that long term goals could be
accomplished. In Royal National Hotel six standards recognise, define, measure, analyse,
improve and control of it are focused to perform operations properly (Six sigma, 2019).
3.2 Evaluation of downfall in quality in hospitality setting and identification of root cause
All the hospitality sector organisations are required to maintain quality as it can help to
achieve business goals properly. Downfall in it may result in different issues for the organisation.
Managers in Royal National Hotel are facing some problems due to downfall in the quality. All
of them are lack of employee engagement, reduced profit, lack of money, improper
communication etc.
For the purpose of causing roots of the challenges different techniques could be used.
These are why why analysis in which reasons for the problems could be determined. Cause and
effect diagrams are also effective in the identifications of causes.
3.3 Proposal for new quality system or modification in existing ones which could upgrade
quality
A proposal for a new quality system is as follows:
Proposal
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Particulars Details
Actions Planning, organising, directing,
staffing, controlling
Staff and external consultation Staff require 20 external
consultants 2
Priorities Improvement in the quality of
service delivery
Documentation Permission from the top
management
Standards ISO9000, food and hygiene
maintenance
Monitoring Jobs of employees are
performed properly or not
Improvements Old room booking system
Performance indicators KPI, balance score card
Feedback and review From customers while checking
out
3.4 Explanation of the process for implementing the quality system successfully
For the purpose of implementing the quality system properly it is very important for
management of Royal national Hotel to pay attention towards the implementation process
(Weckenmann, Akkasoglu and Werner, 2015). For this purpose PDCA cycle could be used
which is described below:
PDCA cycle Actions
Plan At this stage different plans for the implementation of
new quality system will be formulated for future.
Do This is second stage in which all the plans or strategies
will be implemented for improving the quality.
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Check The actions which will be taken are analysed in this
stage to take proper actions in future.
Action At this stage actions for controlling business
procedures are taken.
CONCLUSION
From the above project report it has been concluded that quality management is very
important for all the organisations as it can help to perform operations properly and reach to the
long term business goals successfully. The key components of quality management are meeting
expectations of customers, understanding their needs etc. The approaches which could be used to
manage quality are analysis of articles and reviews. Different methods of inspection and
assurance are quality identification, control and measurement. While implementing a new quality
management system the PDCA cycle could be used for attaining success.
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REFERENCES
Books and Journals:
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Griffin, R. D., 2016. Principles of air quality management. CRC Press.
Kafetzopoulos, D. P. and Gotzamani, K. D., 2014. Critical factors, food quality management and
organizational performance. Food Control. 40. pp.1-11.
Kwon, O., Lee, N. and Shin, B., 2014. Data quality management, data usage experience and
acquisition intention of big data analytics. International journal of information
management. 34(3). pp.387-394.
Nanda, V., 2016. Quality management system handbook for product development companies.
CRC press.
Oakland, J. S., 2014. Total quality management and operational excellence: text with cases.
Routledge.
Papp, J., 2018. Quality Management in the Imaging Sciences E-Book. Elsevier Health Sciences.
Ross, J. E., 2017. Total quality management: Text, cases, and readings. Routledge.
Rumane, A. R., 2017. Quality management in construction projects. CRC Press.
Sallis, E., 2014. Total quality management in education. Routledge.
Weckenmann, A., Akkasoglu, G. and Werner, T., 2015. Quality management–history and
trends. The TQM Journal. 27(3). pp.281-293.
Online
Six sigma. 2019. [Online]. Available through:
<https://blog.coggno.com/what-is-the-hype-around-six-sigma-and-why-should-i-
become-certified/>
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