Quality Management in Hospitality

Is a collection of processes and procedures that ensure your business runs as intended and continuously delivers high-quality products and services that meet regulatory and customer requirements.

• Customer Focus

• Integrated System

• Total Employee Involvement

• Quality Management

The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations.

• Tangibles

• Leadership

• Total Quality Management

• Customer Focus

Describes a management approach to long-term success through customer satisfaction.

• Responsiveness

• Total Employee Involvement

• Total Quality Management

• Communication

Refers to the physical appearance and amenities of a hotel or other business.

• Tangibles

• Relationship Management

• Process

• Continual Improvement

Refers to the willingness and ability of staff to respond quickly and efficiently to customer needs and requests.

• Total Quality Management

• Responsiveness

• People

• Physical Evidence

An extremely important part of any company is having the right people to support the company's products and services.

• Leadership

• Total Employee Involvement

• Process

• People

Focuses on exposing the products and services that can be bought by your customers.

• Communication

• Process

• Continual Improvement

• Customer Focus

This refers to the way your product, service, and everything about your company, appears from the outside.

• Quality Management

• Responsiveness

• Physical Evidence

• Total Employee Involvement

For sustained success, an organization manages its relationships with interested parties, such as suppliers.

• Total Quality Management

• Relationship Management

• Tangibles

• Communication

Can be summarized as a management system for a customer-focused organization that involves all employees in continual improvement.

• Continual Improvement

• Responsiveness

• Communication

• Total Quality Management