Total Quality Management in the Hotel Industry - Essay Example

Running head: TQM in Hotel Industry Your name Course name Professors’ name Date Outline Principles of TQM Customer satisfaction Supplier satisfaction Continuous improvement Fact based decision making Communication System & Process Management Five Star Metro Hotel Tower Mill Steps of implementing TQM Table of content Executive summary 4 Introduction 4 Principles of TQM 5 Customer satisfaction 5 Supplier satisfaction 7 Continuous improvement 8 Fact based decision making 9 Communication 9 System & Process Management 9 Five Star Metro Hotel Tower Mill 10 Steps of implementing TQM 11 Conclusion 13 Executive summary 1 Introduction 1 Principles of TQM 2 Customer satisfaction 2 Supplier satisfaction 3 Continuous improvement 4 Fact based decision making 5 Communication 5 System & Process Management 6 Five Star Metro Hotel Tower Mill 6 Steps of implementing TQM 8 Conclusion 9 Executive summary Success in hotel industry is highly dependant on services rendered. Quality management ensures that a hotel is competitive in its industry thus is a reason to conduct a study into quality of services. The theory of service quality management is essential to appreciate quality management in hotel industry and consequently establish gaps. This paper presents principles of total quality management and how it impacts positively on front-line staff in a five star hotel so as to provide quality services to its quests. In a nutshell, the basic principles of TQM philosophy are to assure the customer, satisfy the supplier, and continuously advance the business processes. Furthermore, decisions should be based on facts while communication ought to be defined well in relation to timeline, methods and strategy. Finally, integrated systems are among the principles of quality management where an employee is well versed with mission statement, vision and motto of a specific five star hotel. Introduction Total quality management is a viewpoint that focuses on homogeneous commitment to quality in all locations within an organization. It promotes a culture that meets consumer’s discernment of quality service in hospitality industry. In order for TQM to improve services in an organization, it must be supported at all management levels. Production, finance, marketing, IT and other functional sections are normally affected by TQM. Initial stages of TQI involve listening to customer’s needs and subsequently delivering services to meet them. TQM expounds classification of customers to include those within and outside the organization whom employees passes their work. This assists employees remain focused on quality and role he or she plays to ensure achievement of quality service in an organization. The paper offers to discuss TQM of a hotel firm in hospitality industry. Consequently, steps for implementing TQM in a selected service sector will be detailed after describing fully identified firm. Principles of TQM It must be understood that TQM have its vocal point on teamwork, expanding satisfaction level of he customer, and reducing business costs (Evans, 2004). To register success in an organization, personnel are encouraged to interact positively across functions and departments and with both suppliers and customers. This leads to identification of areas which require improvement. Before elaborating on different principles, it is critical to note that TQM is based on doing the right thing all the time while also striving for improvement (Suganthi, 2005). Customer satisfaction This is the most important TQM principle calling for an organization’s attention to product and services sold. Customers always want to get value for their money thus a hotel must be sensitive to its activities. Identification of both the user and purchaser of a product is important as a strategy process (Pyzdek, 2003). Priority must be placed on satisfying the user of a product or a service then the purchaser. A firm which seeks to meet the needs of its customers will realize repeat business, referrals, and subsequently cut down advertisement or marketing expenditure. Interaction between a firm and customers reduces complaints through guaranteed quality product or service. Front-line staff in a hotel industry must always dress well and exercise courtesy when interacting with customers. This is the first impression which customers always look for. Several companies provide their customers with extra services. This may come in form of entertainment, room services, and guides. It assists in making customers feel important and valued. Such kinds of services are entrenched in organization’s philosophy. Within an organization, an employee offers a service or a product to the supervisor. If quality of services and product offered determines wages received, then the supervisor is classified as an internal customer. The employee is therefore forced to satisfy the supervisor lest he or she looses the job. Frequently, an organization has a chain of customers whose role is to improve a product or service and pass it on to the final external consumer. Responsibility lies squarely on an employee to satisfy not only the immediate internal consumer but also external customer after examining the chain a product flows through. Constant evaluation of customer’s feedback gives the management an opportunity to improve on its services. Supplier satisfaction Provision of clear instructions and requirements to external suppliers and paying for them immediately is a way to realize satisfaction. If suppliers are provided with concise instructions, a firm would be able to give their external customers quality products and services in time. Deficiency of services in a hotel kills interaction between guests and front-end staff. In relation to internal suppliers, a supervisor must look into the possibility of maintaining worker’s happiness and productivity by provision of specific task instructions (Deming, 2000). Workers must also be provided with good tools and equipment need for their jobs. Employees in a hotel ought to have clean attire or dress code so as to remain attractive to the customer consequently bridging gap between them. Working environment is another critical factor to consider when looking for ways to motivate a worker. Praises, good pay and other kinds of incentives play a role in shaping quality of workers (Hesselbein, 2009). Effectiveness of a supervisor and good team of workers determines whether internal customers are satisfied. Empowering workers aid to satisfy internal customers. This is achieved by allowing employees make decisions in areas of their jurisdiction. Delegation of duties not only off-loads the burden from the supervisor but also motivate internal suppliers to perform well in their duties (Saravanan, 2006). Continuous improvement This is the third principle of TQM. In recognition of the fact that customers are attracted to new innovative products and services, an organization must therefore improve its services. Present competition in the business world forces firms to differentiate or rather improve quality of its services in order to attract customers. Some companies try to improve by making their employees work harder while others develop efficiency of machines used in delivery of services. Examining faults and finding solutions to them goes along way in improving the outlook of a firm (Thareja, 2009). Employees are also a source of improvement since they offer suggestions on how to eliminate waste and improve on services provided. An example is where a front-line staff in a hotel captures data about fast moving soft drink or room services. Such kind of information assists management avail more of the product and service to satisfy customer’s needs. Furthermore, a hotel firm can look into the possibility of changing ways to entertain customers i.e. by availing live bands. Fast pace of delivering services will automatically improve contact between a customer and staff. This relationship is vital in increasing revenue of a hotel. Fact based decision making Collection of data, analyzing them and making inferences is a recommended approach when planning to make a decision about a new plan. Decisions based on speculation and subjective thoughts are not healthy since it sidelines participation by workers and other personnel in a hotel. Communication For a plan to be implemented successfully, communication between top management and junior staff is critical. Communication strategy used, channels and timelines should be defined well to evade staff misunderstanding (Suganthi, 2005). If an organization plans to improve customer experience, it must train its staff on customer care services. This will motivate front-line staff to build a rapport with customers consequently realizing more sales revenues. System & Process Management One should comprehend procedures followed when providing services in hotel or rather hospitality industry. Deming rule of 85/15 imply that 85 percent of workers effectiveness is determined by the environment one works under while only15% is obtained from skills gained (Dawson, 2002). Outlook of a hotel therefore captures customer’s attention. Inputs into the system must be of good quality in order to give quality output. Apart from quantitative analysis of variables, outputs should be monitored through end-point inspection. This assists in refining entire process carried out in a hotel and making all front-line staff responsible for whatever they do. Five Star Metro Hotel Tower Mill Metro Hotel Tower Mill which was recently refurbished provides accommodation in a strategic location where one is capable of experiencing sensational views. Since it is situated on Wickham Terrace, everything is accessible. Rooms in the hotel have own balcony and a variety of internal striking features like Movie Theater and air-condition. In addition to these room facilities, the hotel presents seminar and conference facilities. Extra description of the facilities at the hotel captures reception services and undercover parking. Ground floor of the hotel houses "Mill Hotel Restaurant & Bar". It is open daily and supplies its customers with breakfast and Dinner with exception of Saturday when a complete meal is provided. In general, a room in the hotel has central heating, queen size bed, air-conditioning, verandah, mini fridge among other facilities. Electrical conveniences in the rooms include: television, clock radio, hairdryers, satellite TV, ironing board, am/fm radio and facsimile/modem (Paryani, 2010). The hotel is suitable for different class of people and occasions stretching from: couples on honeymoons, wedding, corporations and government officials. Twin rooms, family rooms, and queen rooms are some types of accommodation available in Metro Hotel Tower Mill. Non- smoking rooms with city views are available. Customers who smoke can only do so when outside the room. Metro Hotel Tower Mill has received an AAA tourism rating thus recognized world wide. Neighboring the hotel are bars, supermarkets, museums, bus stop, city, hospitals, railway stations, restaurant /cafes, sporting, taxi rank and other variety of features. This is a proof of its accessibility. The hotel provides a sample of payment methods to its customers including MasterCard, Visa, major credit cards, Australian travelers Cheques and AMEX. 24 hour reception, conferences services, dry cleaning/ laundry service, room services and other common services are available in the hotel. Disabled facilities such as lift, ground flow access helps to avoid discriminating against physically challenged people. As mentioned in the text, cite facilities plays a role in boosting customer’s morale. Steps of implementing TQM The first stage necessary to implement TQM is training front-line staff on dynamics in Metro Hotel Tower Mill. On-job training and control charts checks whether a worker is capable of delivering (MacDonald, 2003). Statistical method like correlation between training a staff member and customer satisfaction can be carried out to establish if there is high or low co-efficiency. The hotel can further implement modern methods of supervision. Supervisors help front-line staff do a better job consequently improving quality and worker productivity. Response from supervisors provides feedback on problems affecting the organization (Paryani, 2010). Supervisors direct front-line staff on appropriate ways to address a customer’s needs. If a staff member encounter a problem while attending to a customer, supervisors offers an immediate solution. Panic and incompetence obstructs to quality management in a hotel industry. It is eliminated by encouraging two way communication and other relevant mechanisms that will encourage positive change. Usually, employees are not receptive to change since they fear how it will affect their working condition. If new and innovative procedure of receiving customers is put in place, front-end staff must be furnished with such information through mail or any other acceptable channels of communication. Departments and sections in the hotel must work together to break barriers in the firm. This is what is termed as goal congruence. Marketing, accounting, customer care, executives and front-line stuff are obliged to form a team that responds immediately to difficult situations. Education is the best avenue to gain wisdom and knowledge. Metro Hotel Tower Mill may initiate a program where front-line staff learns customer care skills. Education is also vital for a person focusing on self improvement. Management’s dedication to ever-improving quality of services must be well defined and factored into organizational policies. Any element that provides zero tolerance to mistakes with no methods should be eliminated since it demeans workers efforts. Conclusion The principles of Total Quality management forms present approaches to managing an organization and in this case is a hotel. Customer satisfaction, supplier satisfaction, continuous improvement, fact based decision, communication, system and process management has been analyzed in relation to Five Star Metro Hotel Tower Mill. The hotel was recently refurbished and lies strategically on Wickham Terrace. Services provide stretches from indoor to outdoor facilities and services. For a front-end staff to form a strong bond with guests they are required to receive: education, training and supervision. Additionally, fear and barriers to customer relationship must be broken. Read More