Assessing Quality in Hospitality: A TUI Group Case Study Report

This report examines the quality issues affecting TUI Group, a prominent travel and tourism company. It identifies underlying reasons for the company's performance decline, including poor customer reviews and inadequate customer service. The report assesses TUI Group's employee capabilities and competencies, highlighting the need for improvement in customer service training. Recommendations are provided, emphasizing the application of the Kaizen theory for continuous improvement and employee engagement. The report suggests conducting both internal and external market research to understand customer behavior and improve service quality. This analysis aims to provide insights into how TUI Group can regain its market leadership and enhance customer satisfaction within the competitive hospitality and tourism sector.