Improving Quality Management at Britannia Hotels: A Report

This report provides a comprehensive analysis of quality management within Britannia Hotels, a UK-based hotel group. It begins by defining the concept of quality management and the role of a 'quality guru' in an organization. The report then discusses the problems Britannia Hotels faces, including negative customer feedback and service quality issues, particularly in the context of the COVID-19 pandemic. The analysis uses the five dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) to evaluate customer experiences. Furthermore, the report assesses the impact of various techniques, such as employee engagement and performance appraisal, on delivering consistent and effective quality management. The conclusion emphasizes the need for Britannia Hotels to improve employee performance, address customer dissatisfaction, and implement strategies for better service quality to achieve long-term success. The report highlights the importance of Total Quality Management and its practices to overcome the challenges faced by Britannia Hotels.

Managing Quality in
Hospitality Tourism
and Events

Executive Summary:
In this report it contain quality management related issues in context of Hospitality as
tourism company within different situation within perspective organisation, to recommending
effective solutions which is experienced by hospitality firm in better way. The finding are
relatable towards employees unskilled traits are not appropriate which causes lack in service
performances.

Table of Contents
Contents
MAIN BODY...................................................................................................................................5
1. Identify and describe the concept of quality of management.............................................5
2. Discuss and consider review by customer of Britannia hotels on Trustpilot or Which? or
TripAdvisor or Twitter/ while outlining the problems currently being experienced by the
organisation............................................................................................................................7
3. Assess the impact that one of the following techniques could have on Britannia hotels in
terms of delivering consistent and effective quality management.........................................9
Recommendation..................................................................................................................10
CONCLUSION................................................................................................................................1
REFERNCES...................................................................................................................................2
REFERENCES................................................................................................................................5

INTRODUCTION
The term Hospitality defines about relationship between a guest and host, where the host
receives the guest with positivity greet and generosity behaviour to make them feel unique or
exceptional (Croes, Ridderstaat and van Niekerk., 2018). The services are includes during
entertaining guests, visitors or strangers through personal caring such as Reception, food and
beverages, housekeeping, laundry etc. Hospitality is plays a important role to reduces the volume
of sales of organisation to retaining services as well as customer.
As per this report is concerned, the hospitality based organisation is selected name as
Britannia Hotels is British based hotel group with 61 hotels across the country. Britannia
basically operates on budget as end of the market (Hsu, Xiao and Chen., 2017). It has actively
serving in 61 hotels across in the United Kingdom and providing services like conferencing
room, banqueting functions, health club function membership and others. The revenue is
generated annually around 55.448millions pounds and they having number of workforce of
12,000 in overall branches in United Kingdom. In following report, the topics would be covers to
discuss about quality management, elaborates problems which Britannia Hotels is facing in their
hospitality services. To defines impact use one of the technique for reflecting solutions towards
Britannia services perspective.

MAIN BODY
1. Identify and describe the concept of quality of management.
Quality: This concept defines about something which contain unique specification that
makes different from other similar product or objects. .
Quality Guru: It encompasses about a good, wise or knowledgable person who have all
types of positive traits and tend to approach the quality for business that enhance huge impact.
The role of quality guru in organisation as similar than leader where they scrutinize and evaluate
about task in fur factors: Plan: Before pursue the task, it must to design proper plan about particular task which
support to systematic approach objective. Do: It emphasis to starts taking action to initiate project. Check: To measure about errors and unethical practises which prevails in particular
projects.
 Act: For reducing barriers and improving problems for better accomplishment.
The process of Quality Guru emphasis its three main elements which helps to organisation fir
better improving quality management:
 Quality Control: This element tends to practise by controlling the quality which it
would reduce the cost that enhance better effectiveness.
 Quality Planning: Before measuring improvement, there is must to implement planning
to execute quality systematically.
 Quality Improvement: By assessing both control and planning of quality it is require to
in built improvement which set benchmark for organisation product and services.
In above elements of quality guru will helps to Britannia Hotels to improves their quality
in appropriate way. By successfully handle quality management through the guidance of quality
guru Britannia Hotels can easily attain their productivity factors like better employees
performance, deliverables of service in creative manner etc.
Quality Management: According to this term, it ensures that an organisation product or
service is having reliable in effective manner. It is act of mapping overall activities and task that
must contains to maintained the excellence level of durability. The purpose of enhancing quality

management in product and services to sustain for long term goals through contributing a short
trait of initiatives (Ivanov and Webster eds., 2019). As Britannia Hotels, they hospitality team is
facing many implication such as negative performance, not optimum quality of services,
dissatisfaction by customer feedbacks and many others issues which creates high influence as
barrier in objectives or goals of Britannia Hotels.
As Total Quality Management is one of important business philosophy that indicates
about new creativity or idea that enhance long term success towards company which comes
between for customer satisfaction and loyalty. Through Total Quality of Management influence
to stakeholder of particular organisation to work in together for develop the process, product
quality, accuracy in services and define better culture of respective firm. Similarly, Britannia
Hotels must approach Total Quality of Management because it helps to reducing or eliminating
the unethical practises in producing, supply chain management, performance deliverables from
staffs. Meanwhile, Total Quality Management having motive to holding all parties which
involved in production process accountable to evaluating overall quality till process of finishing
product and services. By implements other managerial practises like:
 Training and Development, this support to instruct through leader who increase the
chances of improvising skills and attributes of employees in parameters of decision
making, soft skills, accuracy, managing aspects which related with coordination of
working togetherness.
 Another is Employee Engagement, as it explain the basic motive to motivate staff and
putting efforts for making employee engaging with innovative activities as well as reduce
work stress. Reward Management states that providing exceptional performance by
workforce hey will able to receive incentives or rewards which increase self motivation
along with job satisfaction (Jiang and Wen., 2020).
 Talent Management practises helps to Britannia Hotels manager to identify their potential
employees which create huge benefit for further outcomes attainment in term of positive
productivity.
 Employee engagement: This is one of the best practise which adopt by every hospitality
and tourism industry to motivate their employee for job satisfaction as well as retention
them for long terms. Employee engagement involves different factor of managerial
related activities which propounded and execute within the instruction through manager

and leader as well as there is a reason to implement this management practise to reduce
work stress Kenyon, Robinson and Musgrave., 2020) . Similarly, Britannia hotels
management team needs to enhance employee engagement activities which helps to
evaluate different type of workforce potential capability along with it creates more
creativity and innovative skills.
 Performance appraisal: It has vital role towards employee recognition in terms of their
performance attributes that evolve in their key performances as well as increases level of
satisfaction. This can be huge benefits to employees of Britannia hotels, by design
appropriate performance appraisal which include optimum aspect of question which
involve different managerial practise.
As overall analysation of Quality management in Britannia Hotels, their manager and
leaders needs to focuses on service improvement which helps to setting benchmark as per
context of punctuality, accuracy and customised in service style which creates impression
towards clients. Many method or practise related with management enhance to improve
quality of individual in Britannia Hotels, as customers are not satisfying with service quality
from staffs that can creates barrier in performance alignment. Total Quality Management
essentials to implements through removes obstacles from performances in staffs productivity.
2. Discuss and consider review by customer of Britannia hotels on Trustpilot or Which? or
TripAdvisor or Twitter/ while outlining the problems currently being experienced by the
organisation.
In Britannia Hotels having huge issues that customer are generating feedback in terms of not
appropriate services delivered where they posted negative feedback on Trip advisor as well
as customer dissatisfaction. It arises at the time of COVID-19 through larges economic fall
down through recession and inflitation by less customer interaction (Koc., 2019). As rest of
people visiting they are experience unfavourable services to elaborates further in perspective
of Dimension of Service Quality towards Britannia Hotels:
The instrument which helps to measure five dimension of service quality, as five
dimension are explained below: Tangibility: As this service quality derives when customer started differentiate with other
service product to measure durability. This practise commence to appearance of physical

facilities , equipment , personal and better two way communication aspects . As Britannia
hotels can approach this to access their customer analysation service which they provides
to them that increase satisfaction level. Other method to implement this service process
by designing set of questionnaire and survey factor that emphasis more reliable to
measure customer preferences how they wanted service style which fulfilled their
satisfaction. Reliability: It is encompasses on surround in ability where it perform on the basis of
promised enhanced towards services that dependably and in appropriate way. In other
words, reliability refers that company successfully enhanced their promises as per
delivery or provision within problem solving with pricing matters (Lak., Gheitasi and
Timothy., 2020). Eventually, if Britannia Hotels able to fulfilled their promises in terms
of quality of service in perfect timing than customer will attract and propose to
collaborate with business related activities that increase brand value in market. Responsiveness: To comprise about solving queries and provides optimum services
which has willingness to helps customers (Van Niekerk., 2017). This is one of most
important services dilemma that effectiveness approach to solve as well as fulfilled
customer’s related problems, requests, different queries along with complaints. To
improve customer feedback Britannia hotels need to show some concerned towards their
customer’s expectation and other aspect which they have believe from particular
hospitality organisation. Because responsiveness also captures the stimulus of flexibility
and capabilities to modified the service to needs of customers. Assurance: According to this service factor influence or motivates to enhancing trust and
confidence which defines employees knowledge of courtesy and having ability of
employees and company’s core values which generate trust and confidence. As according
to this dimension is tend to be essential and customer preference that involves high risk
which company simply evaluate. As in Britannia Hotels there is less traits of trust and
confidence because customer are not satisfied by not gain better experienced. Therefore,
staffs must well aware about the importance to create trust and confidence from customer
to gain high competitive advantages.
 Empathy: This is comprising about individual attention which firm provide to customer.
In premium hospitality venture are tend to presumes this regular practise by providing

attention to customer to satisfy their needs and wants. From implement through empathy
is enhance to increase loyalty along with confidence (Uysal, Sirgy and Kruger eds.,
2018). In Britannia Hotels, empathy plays important role to scrutinize to meet demand of
customer and responsibilities towards people. It ensures that customer not receive any
kind of attention in terms of individual.
In above process of five dimension that emphasis about service quality management describes in
context of COVID-19 situation based where less customer interaction are faces every
organisation. As Britannia Hotels need to work on their service improvement that enhance to
create better efficiency in individual employee performance to develop punctuality, managed
service related aspects (Tasci, Hahm and Breiter-Terry., 2018). The five main elements comprise
in Service factor defines major changes which in built to under stand how employees can bring
new attributes that helps to identify their problem identification effectively (Lugosi and
Jameson., 2017). By understanding different type of service in five segments defines about how
relationship can manage towards customer that makes all their expectation fulfilled in better way.
Requirements are essentials in terms of aligned by manager to guide how to serve and present
such as welcome, greet etc this enhance service quality which set a proper bench mark.
3. Assess the impact that one of the following techniques could have on Britannia hotels in terms
of delivering consistent and effective quality management.
There are many techniques where Britannia Hotels improve their servicing segments with
better consistency towards effective quality management. As Quality Management ensures
about organisation related production or service is must in constant through all activities
execute in systematic manner.
It involves one of important techniques which implement quality management in Britannia
hotels are:
Kaizen Techniques :
This is one of lean manufacturing tools which develop quality, productive, safety and
workplace culture. It mainly focuses on applying small daily changes that obtain result with
effective improvements over time (Taheri. and Thompson, 2020). To implement this
techniques by Britannia Hotels will generates work engagement quality in individual and

teamwork. In team employees of hotel can improve their coordination as well as responsible
for their work also able to development to enhance better working experience.
The process of Kaizen Techniques is type of cycle which has design six phrase
It presumes with problem where that more exactly recognize the particular issue which
exists (Lundberg and et. al., 2017). Apart from it, there is plenty of opportunity along
with chances of improvement. If the problem is scrutinize, the particular organisation
identified cross functional personal to understand the base of cause (Rasoolimanesh and
Sharif, 2018). As many problem faces in Britannia Hotels and managers are planning to
identifying lack in performance and improvement in adequate manner.
 Identify the problem: This first step to scrutinize the problem which organisation
is facing for long time. Similarly Britannia Hotel need to evaluate their problem as
that need to fix along with coming out proper solution that reduces uncertainty.
 Analyse the process: After detecting problem then interpret that particular problem
which helps to provide internal and external information which essential to aware y
individual. As to get knowledge about issue to proceeds analyse the process
towards enhance for reduced particular problem.
 Develop optimum solution: To observe with finding in related to problem for
seeking effective solution from overcame that problem. By evaluating solution
Britannia Hotel need to hire leader who suggest different type of alternative to
overcame or improve errors such as employee performance in terms of accuracy
and implement optimum process for specific solution.
 Implement solution: Through explore different solution, them making strategic
planning to implement particular procedure with one motive to improvement.
Therefore, manager and leader must discuss about solution for their issues that
evaluate more ways to overcame problem .
 Standardise best solution: For explore many solution by manager and expertise
they must consider one solution which benefitable towards oversell development .
Similarly Britannia hotels expertise or top level management essentially rectify one
factor of improvement which classified different solution of significant problems.
As from above process has discussed is having an understanding that how organisation can
evolve their issues or barrier to reduce in effective way through Kaizen Technique

(Mooney., 2020). To recommend this technique for Britannia Hotel is because this helps to
provide detailed scenario about their problem which they are facing in service
performance, employee unproductivity and other. By implement this managerial practise
might sure Britannia hotel would generates vast expansion of growth in hospitality
industry.
Recommendation
To describing with proper understanding about hospitality sand tourism sector quality
management there are many management practise which elaborated in above sections as well as
recommended to Britannia Hotels is Total Quality Management. As they management is facing
many challenges in situation of service quality knowledge which tend to develop individual
competency to enhance development in effectiveness (Pavia, Martc and Brnetić., 2020). Through
implement Total Quality of Management it provides different alternative method like training
and development, performance appraisal, employee engagement and talent management all these
activities commence under quality management. To detecting the errors and eliminates it through
applying proper planning and experiences. According to Britannia Hotels would evaluate
manufacturing and supply chain management where their services is get to performed through
resources which provides ample of solutions.

CONCLUSION
From above report of managing quality of hospitality in tourism and events has come to
conclude about to explains the detail information of quality of management in perspective of
tourism related activities. Different problems is implements within hospitality organisation
related with poor performances trough services regarding which is driven by staffs in terms of
performance in servicing. By approaching Total Quality Management which scrutinize as well as
helps to develop new skills and attributes in performances. Apart from it different managerial
method applies such Training and Development, Employee Engagement, Talent Management,
Performance Appraisal and Reward System all these improves skills and competency of
employees in effective manner. Clients sharing their poor experiences through posting feedback
in Trip advisor website. At last, analyse impact of using of Kaizen techniques which facilitates
the Britannia Hotel a process of solutions towards their issues as well as with proper information
regarding Quality management in terms of delivering constant trait of service quality
management. It also consider Benchmarking model to explain performance improve through set
parameter in terms Quality which helps to develop skills and knowledges.
1

REFERNCES
Books and Journals
Croes, R., Ridderstaat, J. and van Niekerk, M., 2018. Connecting quality of life, tourism
specialization, and economic growth in small island destinations: The case of
Malta. Tourism Management. 65. pp.212-223.
Hsu, C.H., Xiao, H. and Chen, N., 2017. Hospitality and tourism education research from 2005
to 2014. International Journal of Contemporary Hospitality Management.
Ivanov, S. and Webster, C. eds., 2019. Robots, artificial intelligence and service automation in
travel, tourism and hospitality. Emerald Publishing Limited.
Jiang, Y. and Wen, J., 2020. Effects of COVID-19 on hotel marketing and management: a
perspective article. International Journal of Contemporary Hospitality Management.
Kenyon, A., Robinson, P. and Musgrave, J. eds., 2020. Managing Hospitality Experiences.
CABI.
Koc, E., 2019. Service failures and recovery in hospitality and tourism: A review of literature
and recommendations for future research. Journal of Hospitality Marketing &
Management. 28(5). pp.513-537.
Lak, A., Gheitasi, M. and Timothy, D.J., 2020. Urban regeneration through heritage tourism:
cultural policies and strategic management. Journal of Tourism and Cultural Change.
18(4). pp.386-403.
Lugosi, P. and Jameson, S., 2017. Challenges in hospitality management education: Perspectives
from the United Kingdom. Journal of Hospitality and Tourism Management. 31.
pp.163-172.
Lundberg and et. al., 2017. The value of events. Taylor & Francis.
Mooney, S.K., 2020. Gender research in hospitality and tourism management: time to change the
guard. International Journal of Contemporary Hospitality Management.
Pavia, N., Marta, C. and Brnetić, A., 2020. THE PERCEPTION OF LOCAL RESIDENTS ON
QUALITY OF LEISURE ACTIVITIES IN TOURISM DESTINATION. In Faculty of
Tourism and Hospitality Management in Opatija. Biennial International Congress.
Tourism & Hospitality Industry (pp. 192-201). University of Rijeka, Faculty of Tourism
& Hospitality Management.
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Rasoolimanesh, S.M. and Sharif, S.P., School of Hospitality, Tourism and Events, Taylor’s
University, Subang Jaya, Malaysia.
Taheri, B. and Thompson, J., 2020. Generating socially responsible events at ski
resorts. International Journal of Hospitality Management. 91. p.102695.
Tasci, A.D., Hahm, J. and Breiter-Terry, D., 2018. Consumer-based brand equity of a destination
for sport tourists versus non-sport tourists. Journal of Vacation Marketing,. 24(1).
pp.62-78.
Uysal, M., Sirgy, M.J. and Kruger, S. eds., 2018. Managing Quality of Life in Tourism and
Hospitality. CABI.
Van Niekerk, M., 2017. Contemporary issues in events, festivals and destination
management. International Journal of Contemporary Hospitality Ma
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