Managing Quality in Hospitality: Ryanair Case Study Report

This report analyzes the quality of service provided by Ryanair, focusing on the reasons for poor quality and potential areas for improvement. It identifies three underlying issues impacting Ryanair's service quality: a lack of customer service focus, non-adherence to COVID-19 guidelines, and inadequately trained staff. The report examines Ryanair's financial capabilities and employee competence to improve service quality. It recommends improvements based on Juran's trilogy model, including quality planning, improvement, and control. The report emphasizes the importance of hiring trained employees, focusing on customer needs, and implementing effective strategies to retain and attract customers in the competitive hospitality and tourism industry.

Managing Quality in
Hospitality Tourism and
Events

Contents
INTRODUCTION.....................................................................................................................................3
MAIN BODY.............................................................................................................................................3
3 underlying reasons for poor quality that may have impacted Ryanair..................................................3
Examine to what extent Ryanair has the financial capabilities and competent employees to improve
quality......................................................................................................................................................3
Recommendations for Ryanair, to improve the quality of their service by ensuring that your group
suggest a suitable total quality management concept...............................................................................4
CONCLUSION..........................................................................................................................................4
REFERENCES..........................................................................................................................................5

INTRODUCTION
Quality plays a very important role when it comes to the hospitality and tourism industry
(Ferrari and Guala, 2017). This is because it not only helps an organization in attracting potential
customers but also contributes to the overall goodwill. This report is based on Ryanair, an airline
company that ahs been rated the worst in the UK by the passengers.
MAIN BODY
3 underlying reasons for poor quality that may have impacted Ryanair
One of the underlying reasons for poor quality that may have impacted the company is
that it is not focusing on customer service as it should. The staff members do not show any
concerns or interest in addressing the needs of the customers.
Besides this, Ryanair along with Wizz air has also been accused of putting their
passengers at risk and not adhering to the coronavirus guidelines that are set by the government.
Due to this, the company has seen a decline in the number of its customers.
Lastly, the staff members are not properly trained and lack experience due to which they
are not able to address the needs of the customers in an effective way. They are not able to come
with solutions for the issues that the customers face.
Examine to what extent Ryanair has the financial capabilities and competent employees to
improve quality
Ryanair is significantly committed towards offering its customers with the lowest fares as
well as notify them of any delays or cancellations (Getz, 2017). The company is capable of
improving its capabilities as well as competencies by working on the same. The company needs
to develop strategies that will help it in serving the customers with effective services. By doing
so, the company will be able to perform against its competitors in an efficient manner. It can be
said that the Ryanair has the capability of performing better and serving its customers in an
effective manner. Quality management is one aspect that the management of the company should
take into account in order to improve the overall position in the market.

Recommendations for Ryanair, to improve the quality of their service by ensuring that your
group suggest a suitable total quality management concept
From analyzing the current performance of the respective company, it has been found
that it is not able to meet the needs of the customers and provide them with a good customer
service. Ryanair is recommended to hire trained as well as experienced employees and they will
be able to provide appropriate service to the customers (Raj, Walters and Rashid, 2017). Ryanair
should also focus on customer focus in order to attract a greater number of people. The
recommendations for the company can be explained through Juran’s trilogy model.
Quality Planning – The respective company should plan its design process of its
products effectively as this will help it in ensuring innovative services for the customers.
Quality Improvement – By improving their services, Ryanair will also be able to attract
a greater number of customers as well as improve overall performance.
Quality Control – Ryanair is also recommended to use various statistical methods in
order to control the overall quality of its services.
CONCLUSION
From the above report, it can be concluded that in order to retain existing customers as
well as attract new ones, a company should develop and implement effective strategies. Due to
this, the overall operations of the company and its employees get impacted.

REFERENCES
Books & Journals
Ferrari, S. and Guala, C., 2017. Mega-events and their legacy: Image and tourism in Genoa,
Turin and Milan. Leisure Studies. 36(1). pp.119-137.
Getz, D., 2017. Developing a framework for sustainable event cities. Event Management. 21(5).
pp.575-591.
Raj, R., Walters, P. and Rashid, T., 2017. Events management: principles and practice. Sage.