Quality Management in Airbnb: Hospitality, Tourism, and Events Report

This report examines quality management within Airbnb, focusing on the challenges it faces in the hospitality, tourism, and events sectors. The introduction highlights the importance of service management for profitability and the rapid growth of Airbnb as an accommodation provider. Task 1 identifies key issues, including poor customer service, breaches of local tourism laws, safety concerns, and last-minute cancellations. Task 2 explores strategies to improve service quality, emphasizing understanding guest needs, providing excellent experiences, and utilizing technology. Task 3 introduces quality management techniques such as Kaizen and benchmarking, detailing their application in enhancing efficiency, reducing waste, and improving customer satisfaction. The report concludes by summarizing the key findings and recommendations for Airbnb to improve its quality management practices.

MANAGING QUALITY
IN HOSPITALITY,
TOURISM AND
EVENTS

Table of Contents
TASK 1............................................................................................................................................1
Description on the problem currently focused by the Airbnb in UK. ...................................1
TASK 2............................................................................................................................................2
2. How to bring quality service in the operation of Airbnb with the capabilities and
competences...........................................................................................................................2
TASK 3 ...........................................................................................................................................3
3. Description on the access of the impact of techniques in order to have effective quality
management............................................................................................................................3
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
The managing of the services under the hospitality tourism and events is very essential.
This is helpful in relation to maintain the good services so that firm can achieve the desire
profitability. The operation of the Airnab grew rapidly by focussing that its is the way of
providing the accommodation services to the traveller. This entity works as to provide the online
platform which is helpful to allow individuals to rent out their homes, room and apartments to
visitors (Lee, Kim, and Kim 2018). These firm is facing the various issues in the current days.
The present report will cover the activities of Airnab and its challenges. This is helpful in
relation to determine the growth of business in large manner. Hence, it can be true to said that the
Airbnb is the kind of brilliant innovation in the area of hospitality and tourism as well as in the
field of the real estate investing.
TASK 1
Description on the problem currently focused by the Airnab in UK.
The Airbnb took the various initiative in order to made splash in the hospitality industry.
Under this there are four kinds of major challenges are need to be focused as are-
The many customers felt that air Bun is not providing the services as they are displaying. As per
the norm the customer can contact to the company withing the 24 hours of check in. The one
customer did the same but they won't pay to them (Ryan Hernández-Maskivker and Valverde,
2018). These affects the firms position in the market in large manner. The major issue with them
is that they do not get the help even that they bneed it most. The customer are experiencing the
poor services from the which is affecting the brand image of the firm in the large manner.
Currently the Airbnb has just been found to breaching of the local tourism laws. This entity is
also working as under attacking in relation to growing in the number of cities. As in the above
case study it has been stated that the customer service of the Airbnb was so poor, rude, failed to
refund them properly. This entity is also received the various of reviews on Trust pilot in relation
to the provision of bookings and customer service (Lee, Kim, and Kim 2018). The most of the
customers are compalining that is this is unsafe and unsuitable. There was no availability of the
smoke alarm, fire extinguisher, safety, emergency and other kind of the things the services of the
firm si not that much effective. The safety feature of the firm are badly lacking which are
affectiong the attraction level of the customers. The property is so dirty and poorly maintained.
The one customer complained that Airbnb has canceled the reservation in the last minute.
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Without the knowledge of the customer they did cancel the reservation and there is assistance for
the new place (Kelly and Fairley, 2018). No compensation is made to the customer at the time of
last minute reservation in another city. The firm is not maintaining the technological
advancement in there services this factor is affecting the working of the enterprise in the large
manner (Nunkoo and et.al., 2018). This entity works as to provide the cheap accommodation
facility to the tourists by massively undercutting the price charged by the hotels B&Bs.
TASK 2
2. How to bring quality service in the operation of Airbnb with the capabilities and competences.
The Airub has taken various initiative in relation to have the brilliant innovation services
in the area of hospitality and tourism. Recently the Airbnb industry has challenged the hotel
industry. In order to improve the firm image in the eyes of customer the Airbnb is taking various
initives such as are-
The one of the key in relation to provide the Airbnb experience for the guest is to understand the
need of the tenants (Lee and et.al., 2018. ). The needs and expectation of the Airbnb hosts will
depend on the location as they are visiting the season. There are some facts which are helpful in
relation to improving of the Airbnb experiencing of the guest as are-
With the help of providing the better Airbnb experience, the can sustain the brand image of the
firm in their eyes. With the help of doing nice behaviour with them they can enhance ethe brand
image of the firm in the market. With the help of providing the better breakfast option they are
able to attract the customer in the large manner. With the help of managing the service they are
able to deal with the operation of the firm in the large manner. The more amount of
entertainment facility is need to be provided so that Airbnb rental property boost up the review of
the guest in relation to maintain the brand image of the firm.
With the help of increment in the Airbun income they are able to provide them adorable
experience to the customers. They need to install the software which provide the guest the
service option like mid day cleaning and late check outs etc. These kinds of idea is unique and
innovative to attract the customer, in this guest can able to make their interaction with the owner.
Hence, it can be true to said that the competition in the world of Airbnb is increasing without the
doubt and experience of the Airbun guest can be improvises (Nunkoo and et.al., 2018). This will
be helpful in relation to reap the awards. The entity need to provide timely assistance to the guest
so that they can able to carry the function of the firm in the effective and efficient manner. The
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quality is something which attracts everyone. The good services in the affordable price will
attract the customer in the large manner. Guest may be require the assistance in regard to
transportation, sightseeing and dining and many more. This will be helpful to attract the
customer in the large manner. The positive review of the customer will be helpful in order to
sustain the brand image of the firm in the market. This entity need to maintain the property in
clean manner. By providing the entertainment facility to the customers they are able to maintain
the brand image as well large number of customer attention to the firm (Kelly and Fairley, 2018).
These all are the things which is need to be improvised in relation to improve the overall
experience of Airbnb.
The Airbnb host are taking various initiatives in relation to bring perfection in the market so that
things can be done in effective and efficient manner. With the help of having improvement in the
Airbnb experience they are able to achieve the desire amount of profitability in the market.
Providing the guest with the entertainment facilities will be helpful to maintain the customer
retention in the large manner. Moreover, in the present market there is high amount of
competition available in the market. With the help of providing the essential services there can
be boost up market position of Airbnb.
TASK 3
3. Description on the access of the impact of techniques in order to have effective quality
management.
There are two kinds of technique will be helpful in relation to effectively manage the
quality of the things in the appropriate manner. These are as-
 Kaizen
 Benchmarking
Kaizen- The term kaizen is the kind of Japanese word. The key means change, Zen
means better. This is one of the effective tool in relation to have betterment or improvement. It
focuses on simplification by braking down complex process. The Kaizen is more philosophical
than the specific tool, its approach is the found in many kinds of differed process improvements
ranging total quality management (Nunkoo and et.al., 2018). In this all employees are
responsible for identifying the gaps and inefficiencies at the every level organisation. There was
no availability of the smoke alarm, fire extinguisher, safety, emergency and other kind of the
things the services of the firm is not that much effective.
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Kaizen aims that there is need to have improvement in productivity, effectiveness, safety
and waste reduction (Ryan Hernández-Maskivker and Valverde, 2018). The Airbnb need to take
this kind of tool in the process of providing satisfactory services to the customer. This will be
helpful in relation to management the things in the effective and efficient manner. The effective
management tools are helpful in order to bring prosperity to the organisation (Buhalis and
Leung, 2018). This is the kind of the process which works as to bring the continuous
improvement in the small increments which are helpful in relation to make the whole process
effective and more efficient, effective, under control and adaptable. This kind of things are
helpful in relation to maximise the satisfaction level of the customers. There are Kaizen
improvements are the things which mainly focuses are like-
Less waste- The term inventory is used more efficiently as are employee skills. This is helpful in
order to manage things in the effective as well efficient manner.
People are most satisfied- There is need to have direct impact on the things which is need to be
done in the effective as well efficient manner.
Improved commitment- The team member is taking various kind of initiatives in order to stake
in the job and more inclined to commit to doing a good job. The things are need be improved in
relation to maintaining the things effectively and efficiently (Lee, Kim, and Kim 2018). By
having improvement in the things in the quality of the things can be improvised.
Hence, it can be said that in order to manage the things in the impressive manner it is important
to maintain the following elements as are-
 Teamwork
 Personal Discipline
 Improved Morale
 quality circles
 Suggestion for having the improvements.
Improved retention- The employee are need to be satisfied and engaged this kind of people are
likely to stay.
Improved consumer satisfaction- There is need to maintain the higher quality of products with
the fewer fault. The customer satisfaction plays the major role in relation to achieve high amount
of profits (Wu and et.al., 2018). With the help of these things the quality of the product is need
to be maximised.
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Improved teams- in this the kaizen mainly focuses over the bringing improvement in the teams
so that problem can be solved easily and it also helps in relation to build and strengthen existing
teams.
Hence, it can be true to said that the main aim of the Kaizen is to bring improvement in the
manufacturing processes. With the help of this kind of element there is need to be decreasing the
waste through various factors as are overproduction, improving quality, more amount of the
efficiency etc. The focus given by the Kaizen is on the during the waste. This is inclusive of the
following factors as are-
Movement- The moving of the material from one place to another before further value can eb
added to them.
Time- under this there is no value is need to being add during this time.
Defects it is very essential to bring the elimination in the wastage of the material so that the
organisation can able to run its operation in the effective manner.
Over processing- this term is defined as that the doing more product of the that it is necessary to
be done works as to bring the customer the maximum value for the money. In this the more time
is need to be invest on the document so that it can be framed as per to satisfy the need to
consumer (Davis and et.al., 2018). The Airbnb is also needed to take effective steps which will
be helpful to enhance the satisfaction level of the customer. The customer are need to be main
part in relation to serve good products to them.
Benchmarking- In the quality management the benchmarking plays the essential role. It is the
kind of improved strategic tool which is helpful in relation to enhance the transparency and the
performance (Sheehan, Grant and Garavan, 2018). With the help of this the things in the
organisation can easily maintain. This is one of the effective technique which is helpful in order
to having standard measurement between the so that each things can be done in the expertise and
efficiently. The benchmarking is very helpful in relation to bring improvement in the service of
Airbnb on the following manner as are-
Benchmarking
 Top management commitment
 Strategic quality planning process
 Quality information and analysis
 Human resource department
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 Quality assurance
 Customer focus and satisfaction
 Public responsibility
With the help of this kind do the activities the organisation is able to earn the desire amount of
profitability and productively. The main aim is to reach the effects of the Total quality
management on the overall factors of the firm so that organisation is able to carry ins functioning
in the expertise manner (Croes, Ridderstaat and van Niekerk, 2018.). There is need to access the
significance of TQM variables so that the major development activities can be made into the
organisation of Airbnb. The quality is something which attracts everyone. The good services in
the affordable price will attract the customer in the large manner. Guest may be require the
assistance in regard to transportation, sightseeing and dining and many more. This is very helpful
in relation to manage the things in the effective and efficient manner. It helps to enhance the
performance of the business enterprise so that the overall activities in the organisation can able to
ruin in the market in the effective manner.
CONCLUSION
Based on the above factor it can be concluded that managing of the services under the
hospitality tourism and events is very essential. This is helpful in relation to maintain the good
services so that firm can achieve the desire profitability. The operation of the Airnab grew
rapidly by focussing that its is the way of providing the accommodation services to the traveller.
In this assignment two kinds of tools has been taken to bring improvement in the quality
management as are Benchmarking and Kaizen. This two techniques are very helpful in relation
to achieve the desire profitability in the enterprise. The main aim of the Airbnb is to provide
satisfactory services to their customer so that organisation can able to earn the desire amount of
profitability. This is very helpful in relation to manage the things in the effective and efficient
manner. It helps to enhance the performance of the business enterprise so that the overall
activities in the organisation can able to ruin in the market in the effective manner.
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REFERENCES
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