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Hospitality industry is one area where highest quality standards are required. The guests or rather the customers expect quality to be maintained in every product they are anticipating to use from the hotels and restaurants both services and goods.
Failure to meet the required quality, a hotel business can easily lose customers to other competitors since the industry has become so competitive. Quality earns its full definition when it fully conforms to requirements (Beckford, 2010).
Total quality management has to be enhanced in the hotel industry and the organizations that have enhanced quality should incorporate its principles to their corporate strategy to ensure high quality services and customer satisfaction.
Product design and adoption of modern technology to improve production processes must be continuously used to meet the minimum required standards. The employees of an organization are expected to maintain the highest standards possible that will try to differentiate the hotel’s products from those of other competitors.
Many hotels have introduced measurement standards in their businesses that are perpetually evaluated to see whether the hotel has achieved its goals and objectives and ensure high quality standards are maintained (Evans & Lindsay, 2008).
There are two principal approaches to service quality. There is technical and product approach and customer oriented approach. The two approaches are attributable to managerial efforts that are from two points of perspective.
The manager strives very hard to abide by the standards set by the organization and at the same time meet the customer satisfaction. Every consumer visits a hotel facility with one expectation, high service delivery and incase of dissatisfaction it is hard for the consumer to show it therefore the employees must always be sensitive in determining whether the customers have been fully satisfied (Evans, 2005).
Quality maintenance is joint efforts of the management and other employees of the hotel. In the event of poor cooperation, the business finds it easy to enhance the expected quality. The management also finds it hard to ensure quality when the organization’s goals have not been adequately communicated to the employees.
The quality may not be addressed when the customers’ expectations differ with the standards maintained by the hotel. A situation may arise whereby the management thinks it has fully performed to the maximum and the customers’ demands have not been met. In short, the quality is said to be achieved when the hotel’s standards match customers’ expectations (Dale & Plunkett, 1990).
The customers’ demands must be closely monitored and analyzed to achieve the efficiency of the entire system involved in the hotel for the achievement of the desired quality. This goes hand in hand with definition and controlling process and constant improvements implementation.
Quality consists of several elements and each one of them is equally important to obtain a hundred percent quality. In today’s world, quality is attributed to expansion and escalating diverse customer needs, highly competitive markets, market internationalization and modern technology improvements (McConnell, 1986).
Service quality measurement may impose some complications since there are no precise parameters that can be used to determine quality. This does not include product quality because measurable indicators exist that can determine their quality for instance the product’s durability. In conclusion, the survival or success of any hotel or restaurant facility is dependent upon the quality of goods and services it offers.
References
Beckford, J. L. (2010). Quality: A critical introduction. New York, NY: Routledge.
Dale, B.G., & Plunkett, J.J. (1990). Managing quality. London: Prentice Hall.
Evans, J.R. (2005). Total quality management, organization, and strategy. Cincinnati: South- Western.
Evans, J.R., & Lindsay, W. M. (2008). The management and control of quality. New York, NY: Southwestern.
McConnell, J. (1986). The Seven tools of total quality control. Sydney: Delaware Books.
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