Quality Management in Tourism, Hospitality & Events: Airbnb

This report delves into the quality management practices of Airbnb within the hospitality, tourism, and events industries. It begins by identifying the problems Airbnb currently faces, such as regulatory challenges, competition, and issues with service quality. The report then explores Airbnb's competencies and capabilities, highlighting how the company can leverage these strengths to enhance its service quality. Finally, it examines the impact of various quality management techniques, such as Kaizen, on Airbnb's operations, emphasizing the importance of continuous improvement and customer satisfaction in maintaining a competitive edge. The report underscores the need for Airbnb to address its shortcomings and implement effective strategies to ensure consistent and high-quality service delivery, thereby fostering customer loyalty and sustained business growth.

Managing Quality in
Hospitality Tourism & Events

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1) Problems currently experienced through Airbnb....................................................................1
TASK 2............................................................................................................................................3
2) Airbnb has competencies and capabilities to improve quality...............................................3
TASK 3............................................................................................................................................5
3) Impact of techniques on Airbnb in context to effective quality management........................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality, events and tourism are those industries which contribute towards an economy
of country. The government of United Kingdom country invests more towards more for make
improvement in the tourist destination. In United Kingdom, there are large number of hotels
which give better hospitality services to visitors of different countries in an effective or
significant manner (Bowdin and et. al., 2012). This report is based on Airbnb which main focus
is on improving quality. This firm operates online marketing as well as hospitality services to the
people on rent or lease for short time lodging. Under this report mentions about the issues which
faced through Airbnb organisation. An impact of different techniques on Airbnb of delivering
effective as well as consistent quality management will also be discussed in given report.
TASK 1
1) Problems currently experienced through Airbnb
Airbnb is a private organisation and it operate its business in online market place and also
hospitality services for large number of people. It provides rent or lease short term lodging
involving apartments, hotel rooms, holiday cottages, homestays in order to participate experience
concerned with the tourism like for an instance walking tours and also book hotels in advance.
This firm conduct its business in more than 191 countries and also facilitate the 260 million
check- ins. This organisation is more familiar but also face many challenges as well as
complexities. In addition to this, Airbab organisation certainly splash in travel sector and also
based in recent financing and its worth is $30 billion. After series of guidance and literation from
the incubators, Airbnb business firm developed frequently through emphasizing in order to odder
travel accommodations given local experience and authentic which were differentiated as well as
unique from model and hotel (Chen and Chen, 2010). The main problem is that consumers do
not like this firm because it does not provide travelling services, transportation facilities and
clean rooms to people. In addition to this, there are some problems or challenges faced through
Airbnb given below as above:
Regulatory challenges- These types of problems faced through Airbnb organisation
generally in symbolic, key and large cities of the New york and San Francisco. In this, housing
are affordable minimum and several are complaining that the host of Airbnb developing rent
which is less affordable. It is necessary that if firm conduct its business in to the other countries,
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then it should follow all legislations as well as rules of that country other wise its affect will be
negative on business.
Traditional competitors- At market place, there are large number of competitors of this
organisation such as Marriott which has partnership with Ian Schrager in order to revitalize
boutique edition of hotel chain on the demand.
Competition from the Airbnb clones- Organisations such as homestay, onefinestay and
oasis collections (Getz, Andersson and Carlsen, 2010). These all serve various segments of
market, target consumers, focus on destinations and also price segment.
Attraction places are not according to needs- Airbnb company does not provide
destinations on the basis of their demands or needs. So, it develops bad affect on mind of people
and productivity of firm goes slow down.
Anything not working during stay- Under this, if there is any problem arise at the time of
staying in hotel then staff of this firm do not give proper respond and also do not focus on solve
problem. This organisation does not have refund policy and consumers get dissatisfied from its
services as well as goods.
All these kinds of problems can be removed with the help of better communication and
also research.
This organisation conducts the services of online lodging that the investors believe us
around $30 billion faces reckoning (Hall, 2011). Other than these all given challenges, some of
are given below:
 There is lack of trust between hosts and customers.
 Legal regulations.
 Engineering of new business related models.
 Become the consumer oriented.
 Niche- oriented, new rivals are beating an organisation.
 Image of this firm became bad because of failed partnership with online ticket
seller.
 Host fails to give the reasonable access to booked listing.
 Less retention rate of travellers.
 The guests of this organisation not turn up as well as interacting without internet
as well as no mobile phones (Kim, Kim and Goh, 2011).
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 The guest of this organisation expect that staff should use language same as
guests so there is a lack of training and development programme.
 The visitors never wants subscribe to model of Airnab. Firms do not want to be
linked themselves with the business travellers and illegal whose main focus is on
efficiency and productivity of business.
Airbnb organisation takes revenue cut when home or room is booked as well as charge
the service fee from guests. It aids communities through enable the middle class facilities in
context to make additional money. This firm does not paid tax on regular basis. In most of the
popular attraction places, Airbnb organisation takes the affordable housing off market, disrupts
neighbourhoods and cost of homes with transient tourists streams (Law, Buhalis and Cobanoglu,
2014). In addition to regulatory threats loon, this fir announced that it will develop online
registration system for the owners of property as well as automate an enforcement of current
rules in San Francisco and New York which have limited operators. In the Berlin, this
organisation fighting city demand to aid enforce new legal system imposed fine up to the
$110,000 on persons renting more than the 505 houses. In Europe, this organisation has the third
biggest market.
TASK 2
2) Airbnb has competencies and capabilities to improve quality
Capabilities and competencies both are the different term or concept. Capabilities refers
to doing activities or tasks by using skills, abilities, knowledge etc. ON the other hand
capabilities is power to do something in a better or effective manner. Competencies is a unique
combination of experience as well as resources of specific organisation (Lee, Jeon and
Kim,2011). This firm use both concepts in order to make improvement in qualities of its
products. In context to competencies, Airbnb firm is close to the 1 million and also has presence
in 192 countries in all over world. It is United Kingdom based firm and also have more than the
75% of transactions include one single party of outside. It displays acceptance of platform as
well as global coverage with large user- base. Assets of Airbnb are accommodation listing on
platform. Under this many investment in to firm gone to enhancing more coverings. In addition
to competencies, this firm possess characteristic of extended firm.
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For make improvement in quality, this firm use the new or advanced technology in
business. With the help of this production process of Airbnb firm will be better (Morgan, Lugosi
and Ritchie, 2010). This business firm invests more money in make improvement in capabilities
and skills of employees. With the help of this, through training, all staff members will do work in
an effective or better manner. The services of Airbnb is recent manifestation of disruption in
travel lodging sector. In addition to this organisation, its main focus on its efficiency as well as
effectiveness for findings, uploading and also booking the tickets of pole in advanced. In
addition to this, there is a requirement to this firm to invest more money for make improvement
in business. If the production will be better then in this case quality of goods also be
improvement. At market place, there are many approaches of quality management through which
firm can remove all wastages and work on improving quality of goods in an effective or efficient
manner.
In context to competence based strategy is main part of over all strategy which is related
with an integrating technology, culture and value to develop more competencies. The challenge
for firm by using the core competencies as effective strategy which appears in proper
determination of better resources and core competencies necessary to apply them (Moutinho and
Vargas-Sanchez, 2018). In order to make improvement, manager of Airbnb firm use different
approaches of quality likes for an instance six sigma, lean production, continuous improvement
and many others. Among all of them, Airbnb firm use six sigma because it helps in removing
also the wastage and under this chances of improve quality is more.
In order to make improvement, this firm needs to have more money to invest and use the
advanced technology in business. This business firm has right competencies as well as
capabilities for improving or enhancing quality of its services or products. Regarding new
technology as well as machineries, this firm provides guidance to staff member's or workers
regarding used them in a proper or significant manner (Nickson, 2013). If quality of goods will
be improvement then large number of people will be attracted towards firm, sales as well as
revenue will be enhanced. With the help of this market share of this organisation will also be
improved in an effective or significant manner.
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TASK 3
3) Impact of techniques on Airbnb in context to effective quality management
Quality management assures that services or goods of business firm are very consistent.
Under this four major elements are included like for an instance quality control, quality
improvement, planning and assurance (P. Crick and Spencer, 2011). In addition to this, it is a
primary responsibility of an organisation to make improvement of products to increase sales in
better manner.
Kaizen- It is a strategy of improvement which is based on demand and needs of customers. As
per this tool, staff members of enterprise should continuous think to improve in the firm. Mainly
there are two major approaches to achieve progress one is gradual improvements and the next is
improvement based on innovation (Pullman and Rodgers, 2010). Continuous improvement
indicate the process of achieve cost reduction and better productions. Service sector has
experiences a significant growth over the last past years. Due to intense competition, quality is
known as one of the most significant factor of every business so it is very important for firms to
maintain the quality of its products and services to survive in market for long time period and to
generate large amount of profits. It is very important for Airbnb to maintain the quality of its
services in order to better satisfy the needs of its customers. This tool support firm to improve its
services on continuous basis. This help in attract large number of customers. Various factors
such as supervision and training required to offer to employees to offer quality services to
customers is also taken under this approach (Yeoman And et. al., 2012). For maintain its market
share and number of its profits, it is very important for service enterprises to do continuous
improvement in its services as this help in get the attention of large number of customers and at
the same time results in customer satisfaction.
Advantages:
 It is process centred approach which help in identify where the things are going wrong
and help in identify the areas of improvement. Wasteful processes are reduced which
save cost and make the process of production more effective.
 Every individuals who take part in process get specific roles to perform and this increase
the purposefulness of this tool.
 This reduce the requirements of inspection so there are less chances for error.
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 Increase teamwork so due to this workers think and give more beyond their specific
requirement.
 All products and services are manufacture as pert the specific needs and requirements of
customers (Bowdin and et. al., 2012).
Disadvantages:
 Entities require to introduce a change in their working style otherwise it create
unnecessary hurdles and issues in whole business process.
 Excitement of use a new management style down soon and due to this entities fail to
achieve desired goal or objective.
Benchmarking: This is known as a significant tool for manage quality. One of the main benefit
of this tool is that it bring transparency in business operations. Mainly this is known as a tool to
improve organisation's competitiveness and performance in business life. This is known as the
process of using the experience and knowledge of other to improve the firm. It examine the
strengths and weakness of entity to identify what should be done by firm to improve its set goals.
Benchmarking help Airbnb to maintain the quality of its services as this provide an opportunity
to eliminate the errors from the process of make improvements (Chen and Chen, 2010). One of
the main benefit of benchmarking is that is speed up the firm's ability to make improvements.
Advantages:
 It reduce the cost of business process.
 It support in improve effectiveness.
 It provide focus in plan operations.
Disadvantages:
 This imply that there is only single way to carry out business.
 It depend on the accuracy of data about the firm.
Fro get maximum benefits of benchmarking, it is very essential for Airbnb to use this method in
an effective manner. In this way firm can better satisfy the needs of its customers and can retain
them for a long time period (Getz, Andersson and Carlsen, 2010).
All these are the major techniques that can be use by an enterprise in order to maintain
the quality of its services and to satisfy the needs of its customers. In every business enterprise,
quality is known as one of the most important factor especially in case of service industry. In
case of Airbnb, it is very important for entity to maintain the quality of its services for maintain
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its market share and to generate a large amount of profit (Getz, Andersson and Carlsen, 2010).
With these two tools, firm can maintain the quality of its service and at the same time can
introduce improvement in its services on continuous basis. In this way entity can retain
customers for a long time period.
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CONCLUSION
It has been concluded from the above given report that there are many problems which
are faced through Airbnb organisation. This firm deals in the online sector in marketing field. In
order to make improvement in quality, Airbnb organisation has a right competencies as well as
capabilities. There are two different techniques like benchmarking and Kaizen also studied in
this given report. In given report also studied about the affect of two quality technique used by
Airbnb company in context to delivering the better as well as effective quality management. It is
necessary that Airbnb business organisation should use advanced machineries as well as
technology. It will help in gaining competitive advantage to business at market place.
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REFERENCES
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of research quality in tourism. Tourism Management. 32(1). pp.16-27.
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Tourism Texts. Cabi.
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Quality Management, 2018. [Online]. Available through:
<https://www.investopedia.com/terms/q/quality-management.asp>./
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