TQM-Based Self-Assessment tool for Hospitality Industry
International Journal of Scientific & Engineering Research Volume 4, Issue 7, July 2013
ISSN 2229-5518
1
TQM-Based Self-Assessment Tool for Hospitality Industry.
Walid Youssef Montasser - Prof Dr. Abd Alhakim Al Manhawy – Prof Dr. Essam Alanany
Abstract: In the hospitality industry, quality is of extreme importance but so far the focus of many institutions working in the field of hospitality have only been on training front line staff to ensure guest satisfaction. When a customer stays at a hotel, his perception of quality is defined by reliability, assurance, empathy, tangibles and responsiveness. All five factors combined lead to customer satisfaction and even loyalty. Working to improve the quality of service in the hospitality industry has a positive impact on the hotel overall business performance which includes of coarse internal and external customers satisfaction and loyalty. The employee working values increases leading to a high job commitment and satisfaction, employee empowerment and involvement improves communication and encourages teamwork. Effective leadership reduced cost and increases external customer loyalty which in return will exceed the competitive advantage of the hotel over its rivals in a rapidly changing environment. But unfortunately the importance of process measurement and improvement has been widely ignored. Forms and questionnaires used as measuring tools for evaluating service quality and determining customer satisfaction have proved to be ineffective since steps can be taken for improvement after dissatisfied customers had left the hotel. Thereby, the suggestions and recommendations are received too late to prevent a customer from being affected by it.
When an hotel is initiating or intensifying a systematic work based on TQM, one important question is where and how to start, for so, some institutions working in the field of hospitality developed its own self- assessment tool to identify areas that are important
ISSN 2229-5518
1
TQM-Based Self-Assessment Tool for Hospitality Industry.
Walid Youssef Montasser - Prof Dr. Abd Alhakim Al Manhawy – Prof Dr. Essam Alanany
Abstract: In the hospitality industry, quality is of extreme importance but so far the focus of many institutions working in the field of hospitality have only been on training front line staff to ensure guest satisfaction. When a customer stays at a hotel, his perception of quality is defined by reliability, assurance, empathy, tangibles and responsiveness. All five factors combined lead to customer satisfaction and even loyalty. Working to improve the quality of service in the hospitality industry has a positive impact on the hotel overall business performance which includes of coarse internal and external customers satisfaction and loyalty. The employee working values increases leading to a high job commitment and satisfaction, employee empowerment and involvement improves communication and encourages teamwork. Effective leadership reduced cost and increases external customer loyalty which in return will exceed the competitive advantage of the hotel over its rivals in a rapidly changing environment. But unfortunately the importance of process measurement and improvement has been widely ignored. Forms and questionnaires used as measuring tools for evaluating service quality and determining customer satisfaction have proved to be ineffective since steps can be taken for improvement after dissatisfied customers had left the hotel. Thereby, the suggestions and recommendations are received too late to prevent a customer from being affected by it.
When an hotel is initiating or intensifying a systematic work based on TQM, one important question is where and how to start, for so, some institutions working in the field of hospitality developed its own self- assessment tool to identify areas that are important