Managing Quality in Hospitality, Tourism and Events

Managing of Hospitality and
Tourism Events

Executive Summary
As per the following report, it consider about the managing of quality in tourism by
consider British Airways company and they faced serious issues in pandemic situation. Other
points are highlight on the basis of identified issues and how the quality management can create
impact on British airways business. To used Benchmarking as technique to resolve the challenge
that effectively faced during the British Airways internal workplace.

Table of Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
Identify and describe about the concept of quality management...........................................4
Outline the problems which faced by recently in British Airways to applying dimension
SERQUAL..............................................................................................................................6
Assess the impact the one of following techniques which could have British Airways in terms
of delivering consistent and effective quality of management...............................................8
Recommendation..................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Managing quality is the process that ensure the purity of product and services and also it
must have relevant traits of specification which fulfil the customer expectation (Stienmetz., Kim.
and Fesenmaier, 2021). Through better quality management is essential to create superior way of
quality product and services. The role of quality management in hospitality and tourism, it
involves consistent delivery of products and guest services accordingly to expected standards. In
this, manager must identify record and weigh up the impact where the cost profit and position
towards the prioritise towards the quality improvement process in their own priority. In this
following report, the company has been selected as British Airways that is type of tourism airline
business in United Kingdom. The topic is based on British Airways case issues as they are facing
certain factors such as customer are not satisfied and they have negative opinion regarding with
British airways services. Some of management tools implemented to collects the information.
MAIN BODY
Identify and describe about the concept of quality management.
Quality Management is a process that is based on the concern as with this the
transformation of different basic inputs as like raw materials into the furnished goods and
services. It is a procedure though which the accomplishment of various profitability and
performance is developed as it assist to covered largest market share and in this the working
potential also get developed (Honcharov and Honcharova, 2021). In this the company must have
ensure that all the different requirement and demand of customers must get satisfied in
satisfactory manner. Further, it can be defined as a structure of management that contemplate
that every person working in an enterprise is accountable for maintaining the optimum quality in
each and every activity of the company. In this activity the managers try to keep up with the
levels of qualitative aspects regarding their products and services to maintain a standard level of
excellence. The work of quality management is pervasive and continuous in nature and it
includes detecting, reducing and eliminating the errors during manufacturing process for overall
customer satisfaction. The total quality management could help the British Airways in following
ways:
 Cheaper Flights and Hotels : The British Airways surely had been unsuccessful during
the pandemic period but with the help of overall quality management the company will