1. What is Quality?

Quality means “Performance upon expectations” and “fit for functions.”A product is said to be

of good quality if it satisfies the customer's requirements in terms of performance, grade, durability,

appearance and intended use/purpose, etc.

Fitness for use/purpose: If a component performs well in the machinery for which it was

designed, it is said to be of good quality. In other words, the item should be appropriate for its intended

application. Therefore, it is described as being suited for the purpose.

Conformance to requirements: The material's or component's capacity to function admirably in

the use that the user has in mind for it. Thus, a product's quality refers to its compliance to the needs of

the consumer. This term is based on manufacturing.

Grade: It is a distinguishing quality or trait of the product in terms of its look, performance, life,

dependability, flavor, etc. Typically, this is referred to as a quality characteristic.

Degree of Excellence: It is a gauge of quality at a reasonable cost and variability control at a

reasonable price. This definition is frequently value-based.

Degree of preference: It is the extent to which a specific product is preferred over rival items of

comparable quality, validated by comparative testing by customers, and is typically referred to as

customer preference.

Measure of the fulfillment of promises: The quality of a product may be determined by how

well the promises made to customers/users are kept.

Definition by ISO: The entirety of a product's or service's features and qualities that have an

impact on how well it can meet the explicit or implicit wants of the consumer.

2. What is Quality Management?

quality. This comprises formulating a quality strategy, coming up with and carrying out quality assurance

and planning, as well as quality control and improvement. It is also referred to as total quality

management (TQM). TQM requires that all stakeholders in a business work together to improve

processes, products, services and the culture of the company itself.

3. Why is Quality Management important in the Hospitality Industry?

You can create and construct training programs to increase the competency of your workers for

their jobs based on these two important factors. Additionally, you can use cutting-edge training

management software to offer adaptable training programs to your workers while ensuring minimal

productivity impact.

1. Functional Quality - It speaks to the manner in which customers receive high-quality service.

2. Technical Quality - It speaks of what the customer receives.

Continuous Improvements

Every company needs to keep raising the caliber of its output, and the hotel sector is no

exception. The only distinction is that higher standards for customer service are needed. It would be

preferable if they put more of an emphasis on higher-quality services, as this is likely to attract repeat

business. In terms of a lasting relationship with their clients, it will provide more value to their firm.

Customer Relationship Management

Hotels frequently launch loyalty programs and other special deals to attract consumers while

aiming to enhance the customer experience through individualized services and many other ways.

This suggests that customer relationship management is more complicated than it first appears.
They are unable to keep long-term consumer relationships even when they provide so many special

advantages, discounts, and offers.

Supplier Quality

To keep ahead of rivals, uphold loyalty, and finally transfer value to their customers, hotels need

to develop strong connections with their suppliers. They may connect with their suppliers more

frequently and improve their business relationships while improving together thanks to a number of

sophisticated supplier quality management systems.

Regular Audits

Audits uncover systemic irregularities, process flaws, poor product and service quality, and

financial stability in addition to these other factors. Maintaining the audits' regularity is also essential,

particularly in a sector like hospitality where a service error could damage both brand reputation and

client experience.

Quality Documentation

The hospitality sector is transitioning to a paperless manner of doing business as a result of

recent technological advancements in using an electronic document management system. Through role-

based access and password authentication, the software enables businesses in the hospitality industry

to thoroughly record, monitor, save, and communicate information while ensuring security. Customers

will also benefit because it provides greater confidentiality for their data.

4. How can a manager manage quality in the Hospitality Industry?

I. Consider the guests being served

III. Develop procedures to deliver what guests want

IV. Train and empower staff

V. Implement revised systems

VI. Evaluate and modify service delivery systems.

VII. Treat every guest like a VIP

VIII. Make training an everyday priority and not just a one-time event

IX. Provide personalized customer service

X. Create a positive start for new employees

XI. Update your technology toolbox

XII. Take measure of your customer service performance

XIII. Tie your staff’s actions to the hotel’s overall performance

References:

https://techqualitypedia.com/quality/

https://www.investopedia.com/terms/q/quality-management.asp
https://www.qualityze.com/components-of-quality-management-in-hospitality/#:~:text=The

%20quality%20management%20software%20provides,change%20suppliers%20now%20and%20then.

https://www.researchgate.net/publication/

224172669_Quality_Management_in_Tourism_and_Hospitality_an_Exploratory_Study_among_Touris

m_Stakeholders

https://www.nintex.com/blog/7-tips-to-improve-service-quality-at-your-hotel/