Quality Management Strategies in the Hilton Hotel: A Report

This report provides a comprehensive analysis of quality management practices within the Hilton Hotel. It begins by defining the concept of quality in the hospitality industry, emphasizing its importance for customer satisfaction and operational efficiency. The report then delves into quality assurance processes, various management methods, and the differences and similarities between these methods. Customer satisfaction is explored, with a focus on improvement strategies such as addressing complaints and gathering feedback. The role of quality in enhancing customer satisfaction is also discussed. The report further examines methods for measuring quality, including structural and process measures, and evaluates the effectiveness of surveys in identifying customer needs. It also covers methods for encouraging employees and the importance of an effective complaints process. The report concludes with an examination of self-assessment, communication, record-keeping, staff consultation, and proposes new systems for improving service quality. This report aims to provide a detailed overview of quality management strategies in the Hilton Hotel.

Quality Management in
Business

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Concept of quality in Hilton Hotel........................................................................................1
1.2 Quality assurance and process of inspection.........................................................................1
1.3 Management of quality using a range of methods................................................................2
1.4 Differences and similarities between various methods.........................................................2
TASK 2............................................................................................................................................2
2.1 Concept of Customer satisfaction in a service environment.................................................2
2.2 How customer satisfaction can be improved in Hilton Hotel...............................................3
2.3 Role of quality while customer satisfaction..........................................................................3
2.4 Types of information and impact on improving market effectiveness.................................3
TASK 3............................................................................................................................................4
3.1 Measuring quality in the Hilton hotel...................................................................................4
3.2 Evaluation of the surveys for identifying customer needs....................................................4
3.3 Methods that can increase the encouragement......................................................................5
3.4 Complaints process on improving quality in Hilton hotel....................................................5
TASK 4............................................................................................................................................6
4.1 Role of self assessment in the Hilton hotel...........................................................................6
4.2 Role of communication and record keeping.........................................................................6
4.3 Stages of staff consultation...................................................................................................7
4.4 Improving or proposing new systems for improving service quality...................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Management of quality is considered as a very important tool in any organisation which
helps in satisfying a huge number of customers ans also in increasing the rate of operational
efficiency as well as the productivity of the organisation (Cascio, 2018). There are various ways
that can be involved by the organisation to manage the standards and quality so that they can be
able enough to satisfy the customers. The report is about analysing the quality measures in the
Hilton hotel and also, its relationship with the customer satisfaction. It also includes the ways of
measuring quality in the Hilton hotel. Along with it, it also represents the importance of
complaints procedure and sources of encouragement.
TASK 1
1.1 Concept of quality in Hilton Hotel
Quality, in terms of the hospitality industry means how the Hilton hotel serves it to its
customers and employees as well. This is necessary to be maintained in order to obtain
sustainable competitive benefits along with a huge number of satisfied customers, which results
further to the increased level of productivity of the Hilton Hotel. From a service and business
perspective, as in case of Hilton hotel, quality can be considered as the degree or standard which
Hilton hotel has adopted and implementing so that the customers can get satisfied from the
specifications and perception of the hotel. For improving the quality and standards of the hotel,
Hilton may involve various new methods and techniques that can stay act more impressive and
satisfied for the customers. Thus, the Hilton hotel will be able to meet the current needs and
requirements to cope with the other hospitality brands in the market place.
1.2 Quality assurance and process of inspection
Quality assurance is considered as a method by which the Hilton hotel can manage and
control the standards and quality of the products or services and this is being achieved by
providing proper attention and support to each and every stage of the processes. The process of
assurance in Hilton hotel means that a quality assurance team can facilitate various easy and
smooth procedures for testing so that they can from time to time, analyse the quality of products
and services being supplied. It is necessary because if it is being done on a regular basis, it can
help in maintaining the quality as well as standards of the products and services that can help
Hilton hotel to stand up in the market with the other competitors.
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1.3 Management of quality using a range of methods
Involvement of a set of methods in Hilton hotel can actually help in managing the quality
of the products as well as services. These range of methods can involve the factors as making it
clear that what is required by the employees as the output. It is because when employees know
what are the expectations of the authorities, they tend to work like that only to make their special
place that they were able to achieve the specific goal. Also, making an efficient commitment
with the people in the organisation can also help as it helps in maintaining a happier and
healthier environment in the work place which further leads to a better management of quality.
So, these methods can be involved in order to manage and control the quality efficiently.
1.4 Differences and similarities between various methods
In every factor, as there are some similarities, then there are some differences as well.
Like, if the authority makes it clear in the beginning only that these are some things that they
want from the employees, in such cases, some employee may feel burdened as well like they can
feel they are being given extra work, whereas some will confine to the fact that the company is
clear about their requirement, so they will work and manage according to that only. These can be
considered as some similarities and differences between different methods. In maintaining a
happier environment also, there are some people who always act as spoilers and do not interact
with anyone etc., but there are some who keeps interacting with each other and stay relaxed and
fresh to continue the work again (Trkman, 2010).
TASK 2
2.1 Concept of Customer satisfaction in a service environment
Customer satisfaction is considered as the term that is being attained by the organisation
by involving a set of services and methods that are efficient enough to satisfy the basic needs of
the customer (Reijers, Mendling and Recker, 2010). It is a marketing term which gives a sort of
assessment about the services and products of an organisation surpasses the expectations of the
customer. Customer satisfaction is a very important tool for any organisation because when more
number of customers are satisfied with the organisation and its operations, it howsoever
increases the popularity as well as productivity of the company. So, for Hilton hotel as well, they
can involve more attractive and needy ways so that the customers can get satisfied because it will
further help in maximizing the operational efficiency of the Hilton hotel as well.
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2.2 How customer satisfaction can be improved in Hilton Hotel
There are various ways that can be adopted by Hilton hotel in order to improve the
experience of customers so that they can get satisfied with the services of the hotel and these are
discussed as under :
Addressing complaints fast
The Hilton hotel can focus on the fact that if any customer is facing any issue regarding
the service of the hotel etc., in such cases the authority at the Hilton can resolve the issue as soon
as possible because by this way, the customers can also consider the fact that they are important
for the company which helps in maintaining their interest in the Hilton hotel. If Hilton hotel
addresses all such complaints faster, it will help them with a few or no complaints and it is good
for the popularity of the hotel.
Take Feedbacks
After the visit of every customer, Hilton hotel can ask for feedbacks from the customers
that how was their stay and experience, what things they liked and what not. Taking feedbacks
plays another important role in satisfying the customers because as per the customers, what was
not satisfying can be changed or modified by the Hilton in order to satisfy the customers. It can
actually make improvements to a huge extent.
2.3 Role of quality while customer satisfaction
While creating ways for providing satisfaction to the customers, the quality also plays a
major role. As the customers of Hilton hotel when staying there, it is obvious enough that they
want all the products and services that are of quality and standard so that they can have a
comfortable stay. Thus, the factor, quality also gets added while the hotel is focusing on giving
efficient and appropriate satisfaction to the customers by different means. So, the hotel can focus
on involving various ways so that they can provide quality and standard based services to the
customers. This can be achieved by focusing on the need and taste of the customers what they
like because if things will be like that, then, it can seem more satisfied to them which can help in
increasing the productivity as well as the rate of satisfied customers of the Hilton hotel.
2.4 Types of information and impact on improving market effectiveness
There can be various types of information that can help in analysing the effectiveness of
the market and these involve the descriptive, qualitative and the quantitative. It further involves
various factors such as the complaints, products and other service queries. If the hotel stay aware
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of all these factors, then they can help in resolving the issues which can further help in improving
the effectiveness of the market, thus satisfying the customers to a huge extent. All the
descriptive, qualitative and the quantitative can help in analysing the current situation of the
Hilton hotel in the market place, thus the hotel can very efficiently focus on the ways and
methods to involve that can help the hotel in increasing the productivity.
TASK 3
3.1 Measuring quality in the Hilton hotel
There are various ways by which quality in the Hilton hotel can be measured and some of
these facts are described as following :
1. Structural measures : Structural measures can be considered as the measures because of
which the customers at Hilton hotel can get an analysis of the capacity and systems of it.
This can be analysed by the fact whether electronic systems are being used in the hotel or
not for the processes such as record keeping etc. Use of digital technology is important
these days as it fastens up the whole process. So, such structural measures can help in
analysing better about the quality measures of the Hilton hotel.
2. Process measures : Process measures are considered as the measures that the hotel does
for maintaining the attractiveness and efficiency of the hotel that it can be able to satisfy
the customers (Oakland, 2014). So, it can also help in getting an evaluation about the
quality of the hotel.
3.2 Evaluation of the surveys for identifying customer needs
Taking surveys from people can actually help Hilton hotel to get an analysis that how
well the hotel and its functioning is going. Feedbacks can also be a form of survey that can help
in analysing the performance of the hotel and its services. After the visit of every customer, the
hotel can take regular feedbacks from them and ask for any factor which they seem
uncomfortable or irrelevant. So, after analysing all that data and information, the hotel can focus
on improving those factors as soon as possible so that the customers may not have any such issue
and they can have a comfortable stay in the Hilton hotel. Also, the hotel can take outside surveys
as well in which they can take few random samples and inquire from people about what are the
factors they need when they visit a hotel. This can help them in getting a variety of options
according to the outside people that what factors they need in the hotel, what attracts them the
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most. Analysing that data can help the hotel in involving some suitable factors out of the all so
that all the customers who visit their hotel can get satisfied with the services and processes of the
hotel.
3.3 Methods that can increase the encouragement
There are various methods that the Hilton hotel can involve so that they can give
encouragement and motivation to the employees and these are discussed as under :
Incentives
The Hilton hotel can focus on providing some sort of encouragement or motivation by
means of providing some incentives or increments because by these means, the employees will
also be able to consider the fact that they are important for the company and also, it will help in
maintaining their interest in the company. Incentives and increments on a regular basis can
actually maintain the environment of the hotel, thus in a happier and healthier environment, the
employees can also be able to work and focus on the work better, thus it can help the hotel in
achieving all the targets and goals at a faster rate.
Offer opportunities
The Hilton hotel can also focus on providing various opportunities to the employees as if
there is an event or any big function, they can give the opportunity to a few employees to
manage it completely because when they will manage it once, they can be able to do it the
second time as well. Also, it helps in providing a huge level of confidence in the employees with
the help of which, the employees can focus on achieving the goals better and more efficiently
(Trkman, 2010).
3.4 Complaints process on improving quality in Hilton hotel
The complaint's procedure can act very effectively as when all the negative factors and
complaints of the people comes in front of the authorities, it is their responsibility to involve
some ways and methods by which they can resolve the same and focus on maintaining the
quality of the processes and services in the Hilton hotel. Complaints are considered as a sort of
dissatisfaction, either it can be verbal or non verbal as well. It however affects the whole group
of people. If after the visit of the customer, they hold any complaints regarding the services,
behaviour of the staff etc., that should be analysed before completely and it is very important.
After analysing it, the hotel authority can take actions against it. If it is regarding the behaviour
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of the staff, then the specific person can be suspended for a specific set of time so that they can
be able to realise their mistake and did not repeat it again. At the time of selecting the members,
the hotel should make clear such facts such as how they have to behave in the hotel, how they
have to treat the customers and their queries (Chaffey and White, 2010). This all is being done at
the time of giving induction only because these are the basic rules of any organisation to ensure
the way they have to talk and behave with the other members of the hotel. It is important as well
because it helps in maintaining a level of discipline in the hotel so that everyone working there
should be aware of their limits and know what they should do and what not.
TASK 4
4.1 Role of self assessment in the Hilton hotel
Self assessment can be considered as a very important tool that can be done by the
authorities and members of the hotel itself in order to analyse where they are lacking. Along with
the feedbacks and surveys that have been taken by the external bodies, focusing on the self
assessment is important as well because one can easily analyse that what are the factors and
services in the hotel are going in a way that they are not that suitable or relevant that they can
satisfy the customers. It can help the person for a lifetime as the view of others is important but
along with this, it is important that the person should be capable enough to understand
themselves that what are they doing because a person knows better their capability and the points
where they lack, so self assessment is very important as it gives a self analysis about the going
situation.
4.2 Role of communication and record keeping
Maintaining a level of communication and interaction with all the other employees and
members is very important because if one has maintained that interaction with the other ones in
the Hilton hotel, then they can share their ideas as well as issues with them and can reach to a
conclusion at the time of some conflicting situation. So, it is very important to communicate with
the others in a work place (Zelnik and Gomišček, 2012). Also, it helps in staying relaxed which
further helps in maintaining the focus on the work that can prove beneficial enough for the
Hilton hotel in achieving all the targets and goals at a huge extent and also at a faster rate.
Record keeping is equally important and after the involvement of digital technology, it has
become easier as well. Managing the records is important because it will help them to analyse
whether the customer is not the first time visitor etc. Also, recording all the details of the
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employees and the staff is necessary as well because it is according to the norms that before
selecting any employee, it is important to take proper details of them so that any of them is not
any criminal etc. because if the hotel remains unaware of the actual details of the employee's it
can turn in some negative or big conflicting situation sometimes. So, the system of record
keeping is must in every organisation as in Hilton hotel as well.
4.3 Stages of staff consultation
There are four stages of consultation and these are discussed as under :
Stage 1 – Formulation of the ideas
In this stage, information about the budgets is being done in order to identify all the
structural changes that are going under consideration. Also, advice is taken from the employees
about the specific budget that what they should keep the budget about because it is set in a way
that all the customers can afford it because if the rates will be according to the customers that
their pocket can be satisfied, thus, it satisfies the customers to a huge extent and by such way,
people also might plan to visit the same one as well.
Stage 2 – Consulting on the proposal
After making the proposal, it is very important to take consultations on the same that
whether the budget they have made is accurate or not. So, a proper consultation is been taken
from the customers and other members and then it gets fixed (Oakland, 2014).
Stage 3 - Feedbacks
In this stage, feedbacks are been taken from the customers about what they want. If it
comes within the budget made, it is being involved, if not, its replacements are being involved in
the Hilton hotel.
Stage 4 – Implementing the decision
This is the final stage where the decision is being made and implemented finally. After
the implementation of the final decision, maintenance on it on a regular basis is done in order to
satisfy the customers of the Hilton hotel to a huge extent.
4.4 Improving or proposing new systems for improving service quality
There can be involved various ways which can help in improving the service quality at
the Hilton hotel and it involves systems such as tracking mistakes, working with the right attitude
etc. These can be implemented because if the mistakes and complaints are been tracked on a
regular basis, there can occur much number of mistakes, so the Hilton hotel can focus on those
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and resolve it as soon as possible. It will help in improving the overall service quality at the
Hilton hotel, thus they can be able to satisfy the customers as well and that too at a huge extent.
CONCLUSION
It can be concluded from the report that maintaining the quality and standards in the
Hilton hotel is very necessary because it comes under one of the factors that leads to the
satisfaction of the customers. The Hilton hotel can involve variety of methods which they can
sue and implement to provide satisfaction to the customers to a huge extent. Complaints and
feedbacks from customers play a very important role in improving the status of the measures in
the Hilton hotel. Also, variosu ways can be involved as well that can help in improving the
service quality which further results in improving the productivity of the company.
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REFERENCES
Books and Journals
Cascio, W., 2018. Managing human resources. McGraw-Hill Education.
Chaffey, D. and White, G., 2010. Business information management: improving performance
using information systems. Pearson Education.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Oakland, J. S., 2014. Total quality management and operational excellence: text with cases.
Routledge.
Reijers, H. A., Mendling, J. and Recker, J., 2010. Business process quality management.
In Handbook on Business Process Management 1 (pp. 167-185). Springer, Berlin,
Heidelberg.
Trkman, P., 2010. The critical success factors of business process management. International
journal of information management. 30(2). pp.125-134.
Wang, C. H., Chen, K. Y. and Chen, S. C., 2012. Total quality management, market orientation
and hotel performance: The moderating effects of external environmental
factors. International Journal of Hospitality Management. 31(1). pp.119-129.
Wheelen, T. L. and Hunger, J. D., 2011. Concepts in strategic management and business policy.
Pearson Education India.
Zelnik, M. and Gomišček, B., 2012. Quality management systems as a link between management
and employees. Total Quality Management & Business Excellence. 23(1). pp.45-62.
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