Quality Management in Hilton Hotel

This report discusses quality management in Hilton hotel, including improvement in product/service quality, control, planning, and assurance. It also explores how the hotel adapts to changing consumer preferences and the impact on guest service management.

Quality management

Table of Contents.
INTRODUCTION...........................................................................................................................3
CONCLUSION................................................................................................................................3
REFERENCES................................................................................................................................4

INTRODUCTION
Quality management can be defined as the act through which the management of the organisation
oversees all the activities as well as tasks within the organisation must be completed with the
desired level of excellence. The quality management is the management team in the organisation
which includes their following functions to be practiced such as improvement in the quality of
product or service, quality control, quality planning & assurance in implementation as well as for
ensuring quality in the task which has been assigned. In this report it has been discussed about the
guidelines which will going to provide the understanding of the market environment along with the
knowledge of changing consumer preferences and their ultimate impact on the guest service
management. Here in this report, the organisation whose auditing has been done on Hilton hotel
(Nemet and et.al 2018).
About the organisation Hilton hotel
The Hilton hotel is the American multinational hospitality company which manages and franchises
the broad organisation of resorts and hotels. This organisation has thousands of properties all across
the world. This hotel Hilton provides the various service to facilitate it gets with most possible
luxuries experience during their stay in the hotel (Weckenmann, Akkasoglu and Werner, 2015).
Services provided in the Hilton hotel
The various services provided by the Hilton hotel are
Although Hilton provides all the basic amenities which are essential for the guests staying in the
hotel. That why through this year’s Hilton has never lost its reputation in the servicing its guests,
instead it has always gained. The services provided by the hotel are best in call with full value for
money (Zaharias and Pappas, 2016).
The various special facilities or services provided by hotel Hilton are
The baggage storage
This service of baggage storage facilitate the guests who does not need room to stay instead the
guest only required some space to keep its luggage or precious stuff safely. Thus, this service of
baggage storage serves as a budget friendly facility for the backpackers.
Electric service
The 24hrs electricity backup service is the facility provided by the Hilton hotel, which ensures that
there will be no power cut in the premises of the hotel until and unless any savvier natural calamity
would go to happen.
Elevators and excavators
Elevator service provided by this organisation gives a leisure service to its guest. To go upstairs in
the hotel, there is a all time facility of elevators as well as excavators

Laundry/ Valet service
The laundry and valet service provided by this organisation is for 24hrs. There are some special
packages too for the laundry services provided by Hilton hotel are instant laundry and well as same
day laundry. The guest tends to pay depending on their need of type of service.
Lounge
Food Lounge or the restaurant serving around several types of cousin is the facility provided by
Hilton hotel. This service provided by this organisation is 24hrs available.
Room Service
Servicing of the room, in order to clean the room is the facility provided by this hotel organisation.
Whenever wants a clean room, it can ask for the service to its management and immediately the
customer is facilitated with its demand or need.
Safety Deposit Box
Safety deposit boxes is the another special service provided by this organisation of Hilton hotel.
Here a safety box means the place where the guest can place its precious staff such as jewellery or
cash at one place which safe and secure from any kind of theft or unwanted occurring or
mishandlings (Nemet and et.al 2018).
Quality management i.e. continuous improvement in Hilton hotel
For business convenience the organisation of Hilton hotel has stated one more outstanding service.
This is the facility for business meetings. Here the organisation gives the facility of booking the
hotel for business purpose where board meeting can happen as well as some sort of event that could
be happen such as event for appreciation. Therefore in order to make advancement in its business,
the organisation has started this type of facility, where business owners can conduct their business
meetings or conferences. Moreover, for such business meetings the organisation has provided
several other features too such as
Business phone services
Business phone service is the service provide by the Hilton hotel as if the business meeting is held
on a larger level, where the conference is conducted for couple of days then there might be some
need of business phones in order to coordinate with the several other team members as well as to
the clients.
Express mail
Express mailing is the fast mailing service provided by the Hilton hotel. As it the need, whenever
some sort of business or work related to business is been conducting, then there is an obvious need
of express mailing service, which facilitate for instant sharing of information.
Fax

Similar to the express mailing service, fax is another telecom service provides by this hotel industry,
thus, whenever the information is transferred to the receiver, the receiver could get the information
transferred by the sender.
Meeting rooms
Facility of board meeting rooms, for the purpose of conduction of meeting and conferences is some
extra ordinary service provided by this organisation. Here the Hilton hotel has brought the
advancement in its business structure by facilitating with improvement as well as developments in
their business structure (Weckenmann, Akkasoglu and Werner, 2015).
Modem/Wi-Fi
Modem or the Wi-Fi facility is one of the most advance facility which could be seen associated with
this hotel company. As for the business meetings there is an always need of internet connection in
order to carry out various procedures of the meeting, this facility is provided by Hilton hotel. Hilton
hotel known for its continuous improvements in its business structure as well as in its service
providing.
Photo copying service
For enhancing the quality of service provided by this organisation of hotel for the business
convenience the is the facility of photo coping. As during the board meetings related to business,
there could be a sudden need of photo copying of the document, and then the organisation Hilton
hotel provides this service of photocopying which could facilitate the business meeting.
Therefore , for quality management as well as for the continuous improvement in the organisation.
The management team of the organisation has taken several step to ensure there is continuous
development in this organisation. More over for the long term sustainability in the industry, there is
always a need of regular improvements in all the sectors of the organisation. Thus, here for the
Hilton hotel the quality management team keeps the continues check whether the quality is
maintained in the service or not. As the company focuses on no compromisations with the quality of
service provided to the consumer of the services or the guests staying in the hotel. Therefore,
quality management team plays a very important role for ensuring the reputation of the hotel always
remained high in terms of all factors (Gulia and et.al, 2015).
How the hotel adopts the changing consumer preferences
With the changing environment, the preference and need of the guests has also been changed to
many fold with the time. Therefore in order to cope up with changing demands of the consumers,
the hotel industry has to made several changes depending on the need and wants of the customers.
Customers always need the best in class service, or the service which is the best value for money. It
is always the preference of the guest of the hotel to get the best service at the minimum cost.

Therefore, with the changing consumer preferences the hotel Hilton has adopted several changes in
order to cope up with the competencies of the hotel industry.
The various adoptions taken by hotel Hilton depending on the consumer preferences are such as
introduction of children’ menu in the food menu in its restaurants. Moreover the facility of cribs
high chairs. Additionally the organisation Hilton hotel also facilitates with the service of sightseeing
facility, as it is very common demand of the tourist and guests staying in the hotel to have facility of
sightseeing. Thus, this service is introduced in this organisation after the demands of the consumer.
Additionally, with the changing era, everyone is willing to stay fit. So, the organisation Hilton hotel
has facilitated its guests with one more top service of fitness room. As the name suggests, fitness
rooms are the rooms provided by this organisation to facilitate their guest who wants to do exercise.
Though this service is chargeable most of the time, but this has been introduced in the organisation
depending upon the consumer preferences (Gutierrez-Gutierrez, Barrales-Molina and Kaynak,
2018).
In the increasing competitive environment, the hotels reaction toward the expectation of guest has a
dramatic impact on the hotels profitability. The various preferences of the guests of hotel through
which the hotel industry is tacking now a day are, personalized experiences, mobile obsessions as
well as immediate accessibility. In the present scenario, the guest believed in long term relationship
with the organisation of hotel, unlike traditional system where business was only depending upon
the one time sell. Moreover, the guests also know the power of social media and online reviews,
through which they could give the feedback, whether they are satisfied with their service or not.
Therefore, it is essential for the organisation of hotel to fulfil the sophisticated needs and demands
of the customer in order to gain huge reputations.
Impact on guest service management due to changing consumer preferences
Consumers changing preference is always a critical issue for the guest service management of the
Hilton hotel. As there are various situation where the consumers tends to demand according to their
needs and here the guest service management has to fulfil their needs by doing several critical
changes in their management services. Just for example, when the consumer prefer to get some
other room instead of the one which is allotted to them, here the role of the guest service
management of the Hilton hotel has to make various changes in their pre-allotted rooms, as to fulfil
the demand of the guest without getting mismanaged in terms of allocation of rooms. In this way
the hotel could preserves its reputations (Rumane, 2017).
Moreover, there might be some situations in which the guest did not like the unhygienic condition
of the restaurant and he preferred to have food form some other restaurant, in such conditions, the
management of Hilton hotel has to allow the customer for bringing outside food.

CONCLUSION
This report can be concluded as, quality management can be defined as the act through which the
management of the organisation oversees all the activities as well as tasks within the organisation
must be completed with the desired level of excellence. The quality management is the management
team in the organisation which includes their following functions to be practiced such as
improvement in the quality of product or service, quality control, quality planning & assurance in
implementation as well as for ensuring quality in the task which has been assigned. In this report it
has been discussed about the guidelines which will going to provide the understanding of the
market environment along with the knowledge of changing consumer preferences and their ultimate
impact on the guest service management (Ross, 2017).

REFERENCES
Books and journals
Gulia and et.al, 2015. Urban air quality management-A review. Atmospheric Pollution Research,
6(2), pp.286-304.
Gutierrez-Gutierrez, L.J., Barrales-Molina, V. and Kaynak, H., 2018. The role of human resource-
related quality management practices in new product development: A dynamic capability
perspective. International Journal of Operations & Production Management, 38(1), pp.43-
66.
Nemet and et.al 2018. Barcoded indicators for quality management. U.S. Patent Application
10/049,314.
Ross, J.E., 2017. Total quality management: Text, cases, and readings. Routledge.
Rumane, A.R., 2017. Quality management in construction projects. CRC Press.
Weckenmann, A., Akkasoglu, G. and Werner, T., 2015. Quality management–history and trends.
The TQM Journal, 27(3), pp.281-293.
Zaharias, P. and Pappas, C., 2016. Quality management of learning management systems: A user
experience perspective. Current Issues in Emerging eLearning, 3(1), p.5.