TOTAL QUALITY MANAGEMENT IN THE HOSPITALITY INDUSTRY
Abstract Total quality management (TQM) has achieved notable success as a philosophy of management in manufacturing industry. This paper examines the differences between the manufacturing situation and that of service industry in general and the hospitality industry in particular to identify the similarities and differences and highlight the likely difficulties in implementing TQM in the hospitality industry. We conclude that the primary area of difficulty is in identifying appropriate quality measures. Some approaches to overcoming the problems are suggested and a case study of the application of measurement techniques in a hotel is described. 1. Introduction
Visualize the lobby of a hotel that is renowned for its quality service. The General Manager is discretely observing the activity in the foyer. Nearby is the front desk and guests are being checked in, and from his vantage point the Manager can hear what is being said. The front desk clerk is confirming the arrangements of the booking with the guest and the following discussion occurs: "Sir, you will be charging your accommodation to the company and paying your other expenses." "No, all expenses will be paid by the company."
"I am sorry sir, but according to this we have only authorized charge of the accommodation." "Last time I stayed here I had the same problem and last week I personally rang to sort this out. All expenses are to be charged." The clerk goes to get authorization on the account and the now disgruntled guest turns to his companion and says in exasperation: ". . . you see it's exactly as I said it would happen. I stay here every month and yet every time I have this same problem." The General Manager considers the exchange with...