Total Quality Management in Front Office in Hotels:
Total Quality Management in Front Office in Hotels:
Manish Anand
M.M.I.C.T&B.M (Hotel Management) M.M. University Mullana, Ambala.
INTRODUCTION
Total Quality Management can be defined as a tool to look after and improve the effectiveness, efficiency and competitiveness of any business enterprise. In hotels TQM consists of commitment of the hotel to the guests using the services in all departments with all employees on each level. Quality consists of a complex term particularly related to the are of service provision. When quality is considered in terms of Front Office Department in a Hotel it means a series of actions taken place to satisfying the needs of a guest from pre arrival stage to the arrival his stay in the hotel and departure stage. Quality consists mainly of Total Quality Management and it also helps in upgrading the importance of the organization.
Definition of Quality: The word quality is used frequently in today’s scenario and it has been observed that it has been used more in lat ten years than used in last ten centuries (Grover 1997). There is no fix definition of quality as its perception differs from person to person. The meaning of quality is the perception of the guest in his mind about the services he is availing in the hotel that can be different in different times in different areas like Front Desk, Restaurants, and Room etc. Though definition of quality was framed as when a product or services is meeting its prescribed specifications but in today’s world the definition of quality has no limits depending on how a customer thinks about the product or services or what he expects from the services. How ever now the conception of quality now is not only concerned with guest satisfaction but also to exceed them like customer loyalty retaining the customers for long time in hotels. Quality depends on the customer’s evaluation of value for their money of a product or service (Velissoriou et al, 2000). Quality can also be defined as
Manish Anand
M.M.I.C.T&B.M (Hotel Management) M.M. University Mullana, Ambala.
INTRODUCTION
Total Quality Management can be defined as a tool to look after and improve the effectiveness, efficiency and competitiveness of any business enterprise. In hotels TQM consists of commitment of the hotel to the guests using the services in all departments with all employees on each level. Quality consists of a complex term particularly related to the are of service provision. When quality is considered in terms of Front Office Department in a Hotel it means a series of actions taken place to satisfying the needs of a guest from pre arrival stage to the arrival his stay in the hotel and departure stage. Quality consists mainly of Total Quality Management and it also helps in upgrading the importance of the organization.
Definition of Quality: The word quality is used frequently in today’s scenario and it has been observed that it has been used more in lat ten years than used in last ten centuries (Grover 1997). There is no fix definition of quality as its perception differs from person to person. The meaning of quality is the perception of the guest in his mind about the services he is availing in the hotel that can be different in different times in different areas like Front Desk, Restaurants, and Room etc. Though definition of quality was framed as when a product or services is meeting its prescribed specifications but in today’s world the definition of quality has no limits depending on how a customer thinks about the product or services or what he expects from the services. How ever now the conception of quality now is not only concerned with guest satisfaction but also to exceed them like customer loyalty retaining the customers for long time in hotels. Quality depends on the customer’s evaluation of value for their money of a product or service (Velissoriou et al, 2000). Quality can also be defined as