Total Quality Management at Rotana Hotel - Case Study Example

Total quality management Rotana Hotel Name: Institution: Introduction Industry review Total quality management is a management philosophy that has been recognized by business people all over the world to give a competitive advantage. Total quality management focuses on the improvement of quality in an organization’s service delivery to improve the customer regulation. Several different studies have provided insight how total quality management works in the organizations. A study by Summers (2006) highlighted that total quality management programs are important because they improve the operational aspects of an organization. The hotel industry has been experiencing expansion (Summers, 2006). This has led to an increase in the competition in the hotel industry over the last decade. According to Leiper (2003), the increase in competition has led many organizations to seek different approaches to improve the competitiveness of the organizations. One of the best methods of doing this is by increasing the quality of service that is offered in a hotel (Leiper, 2003). However, there are many different methods of improving the competitiveness of an organization. One of the methods is by adopting cheaper methods of providing services to improve the affordability in an organization. The best method of getting a competitive advantage in the hospitality industry is by adopting better quality service delivery in the organizations. Rotana hotel review Rotana hotel is one of the biggest hotels in the United Arab Emirates. It has several different branches and hotels that all offer clients the best service based on the quality provided. The company holds the highest landmark in the United Arab Emirates. The main mission of the Rotana Restaurant is the provision of an experience that will be treasured by all those who visit the organization. The vision of the organization is, “To be the Leading Hospitality Management Company recognized for its unique blend of world-class standards with genuine hospitality and for its truly treasured experiences provided for guests, colleagues and owners (Rotana, 2015).” The main objective of the study is to determine whether there are areas that need rectification in the organization. The specific objectives are as follows: i. To determine whether there is a relationship between gender and the perceptions of Wi-Fi in the hotels ii. To determine whether there are more complaints by smokers than non-smokers at the perceptions in the hotels iii. To determine whether there is a difference between Sharjah Rotana, Park Rotana Abu Dhabi and Beach Rotana Abu Dhabi and food rating Research methodology At the point when undertaking any study, it is critical to make two contemplations. The first thought is whether the study will be primary or secondary in nature. A primary study is a study that uses a novel methodology. Along these lines implies that the study will be done from starting information gathering. This kind of study has two primary advantages. An essential study has specific advantages. The principal advantage is that the information accumulation handle in is done in accordance with the exploration questions. This enhances the adequacy of the study regarding accomplishing the principle goals. Another advantage is that it permits the analyst to calibrate the information accumulation procedure to make it more powerful. The option is a secondary study that uses data from different analysts in answering the research questions (Panneerselvam, 2004). This is quicker to direct than an essential study, yet the data is not generally accessible. The methodology chose for the study is an essential methodology. Another essential decision is whether to lead a qualitative or a quantitative study. A qualitative study is non-experimental and uses topics and disposition to focus the recognition of attitudes. The weakness is that the sample size needed is little, and the investigation is muddled. The option is a quantitative examination that uses numerical data. The specimen size needed in such a study is ordinarily substantial to oblige the parametric prerequisites. In any case, the examination should be possible utilizing programming that decreases the many-sided quality of the study. Notwithstanding this, the probability of making a slip in examination is brought down, and information accumulation should be possible utilizing coding to lessen the workload (Flick, 2008). The data collection process involves asking people in trip advisor for information about their stays at the hotel and any issues that led to a problem with their stay at the Rotana Hotels. The apparatus utilized as a part of the examination is a questionnaire that is semi-structured. A large portion of the inquiries will be closed-ended and coded utilizing a Likert scale, however one will be open-ended. The information gathering procedure is finished with the guide of the SPSS programming where the information gathered entered. This implied that information gathering and coding was done in the meantime (Moutinho & Hutcheson, 2011). Before the real information gathering was done, a pilot study was led where the poll was evaluated for fathomability. This prompted changes to guarantee that there is an inner consistency. Results and analysis Gender Frequency Percent Valid Percent Cumulative Percent Valid female 19 38.0 38.0 38.0 male 31 62.0 62.0 100.0 Total 50 100.0 100.0 The study had 31 males who responded and 19 females. This indicates that there are 62 percent males and 38 percent females. hotel Frequency Percent Valid Percent Cumulative Percent Valid Beach rotana Abu Dhabi 17 34.0 34.0 34.0 Park rotana Abu Dhabi 17 34.0 34.0 68.0 Sharjah Rotana 16 32.0 32.0 100.0 Total 50 100.0 100.0 The study then indicates 17 of the respondents were from Beach Rotana Abu Dhabi, another 17 respondents were from the Park Rotana Abu Dhabi and 16 were from Sharjah Rotana. smokers Frequency Percent Valid Percent Cumulative Percent Valid Yes 17 34.0 34.0 34.0 No 33 66.0 66.0 100.0 Total 50 100.0 100.0 The study shows that there are 17 smokers and 33 non-smokers involved in the study. This indicates that there are 66 percent non-smokers and 34 percent smokers. Service rating Frequency Percent Valid Percent Cumulative Percent Valid very good 16 32.0 32.0 32.0 good 15 30.0 30.0 62.0 neutral 15 30.0 30.0 92.0 bad 3 6.0 6.0 98.0 very bad 1 2.0 2.0 100.0 Total 50 100.0 100.0 The study indicates that 16 of the respondents rated the service to be very good, 15 of the respondents rated the service to be good while another 15 believed that food is neutral. Finally, three respondents rated the study bad and one is very bad. Wi-Fi rating Frequency Percent Valid Percent Cumulative Percent Valid very good 15 30.0 30.0 30.0 good 16 32.0 32.0 62.0 neutral 13 26.0 26.0 88.0 bad 4 8.0 8.0 96.0 very bad 2 4.0 4.0 100.0 Total 50 100.0 100.0 The study indicates that 15 of the respondents rated the Wi-Fi to be very good, 16 of the respondents rated the Wi-Fi to be good while another 13 believed that Wi-Fi is neutral. Finally, four respondents rated the Wi-Fi bad and two are very bad. Booking system rating Frequency Percent Valid Percent Cumulative Percent Valid very good 12 24.0 24.0 24.0 good 18 36.0 36.0 60.0 neutral 16 32.0 32.0 92.0 bad 2 4.0 4.0 96.0 very bad 2 4.0 4.0 100.0 Total 50 100.0 100.0 The study indicates that 12 of the respondents rated the booking system to be very good, 18 of the respondents rated the booking system to be good while another 16 believed that the booking system is neutral. Finally, two respondents rated the booking system bad and two are very bad. Food rating Frequency Percent Valid Percent Cumulative Percent Valid very good 19 38.0 38.0 38.0 good 18 36.0 36.0 74.0 neutral 8 16.0 16.0 90.0 bad 3 6.0 6.0 96.0 very bad 2 4.0 4.0 100.0 Total 50 100.0 100.0 The study indicates that 19 of the respondents rated the food to be very good, 18 of the respondents rated the food to be good while another eight believed that the food is neutral. Finally, three respondents rated the food bad and two are very bad. Hotel rating Frequency Percent Valid Percent Cumulative Percent Valid very good 11 22.0 22.0 22.0 good 15 30.0 30.0 52.0 neutral 17 34.0 34.0 86.0 bad 1 2.0 2.0 88.0 very bad 6 12.0 12.0 100.0 Total 50 100.0 100.0 The study indicates that 11 of the respondents rated the hotel to be very good, 15 of the respondents rated the hotel to be good while another 17 believed that the hotel is neutral. Finally, one respondent rated the hotel bad and six are very bad. Inferential statistics A correlation analysis looks at the relationship between the perceptions of the respondents. This is an important perception in the organization. Correlations Service rating Wifi rating Booking system rating Food rating Hotel rating Service rating Pearson Correlation 1 .166 .114 .053 -.003 Sig. (2-tailed) .250 .429 .716 .985 N 50 50 50 50 50 Wifi rating Pearson Correlation .166 1 .306* .082 .302* Sig. (2-tailed) .250 .031 .571 .033 N 50 50 50 50 50 Booking system rating Pearson Correlation .114 .306* 1 .369** .211 Sig. (2-tailed) .429 .031 .008 .141 N 50 50 50 50 50 Food rating Pearson Correlation .053 .082 .369** 1 .148 Sig. (2-tailed) .716 .571 .008 .307 N 50 50 50 50 50 Hotel rating Pearson Correlation -.003 .302* .211 .148 1 Sig. (2-tailed) .985 .033 .141 .307 N 50 50 50 50 50 *. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed). The study indicates that there is a significant relationship between the Wi-Fi rating and the booking system rating as well as a hotel rating. This is 0.306 and 0.302 Pearson’s correlation value. The correlation between booking rating system and food rating with a 0.369 Pearson’s correlation value. There are some regression values that are included in the study. ANOVAb Model Sum of Squares df Mean Square F Sig. 1 Regression 3.653 1 3.653 3.161 .082a Residual 55.467 48 1.156 Total 59.120 49 a. Predictors: (Constant), Gender b. Dependent Variable: Wi-Fi rating The 3.161 F-value indicates that there is no significant relationship between gender and Wi-Fi rating with only a 0.082 probability value. ANOVAb Model Sum of Squares df Mean Square F Sig. 1 Regression 9.419 1 9.419 10.946 .002a Residual 41.301 48 .860 Total 50.720 49 a. Predictors: (Constant), smokers b. Dependent Variable: service rating The 10.946 F-value indicates that there is a significant relationship between smokers and service rating with only a 0.002 probability value. ANOVAb Model Sum of Squares df Mean Square F Sig. 1 Regression .480 1 .480 .408 .526a Residual 56.500 48 1.177 Total 56.980 49 a. Predictors: (Constant), hotel b. Dependent Variable: food rating The 0.408 F-value indicates that there is no significant relationship between the hotel and food rating with only a 0.526 probability value. Summary and Conclusion The results indicate that the only area that needs review is the service that is offered to smokers in the organization. One of the main problems that have been highlighted in Trip Advisor is the lack of access to smoking areas in the organization (Trip Advisor, 2015). This is the main area that Rotana Hotels have experienced problems. Total quality management involves the improving all areas. Rotana Hotel has one of the best ratings of service, food and quality of delivery (Trip Advisor, 2015). However, the results indicated that there is a problem in the rating specifically when smokers were interviewed. The results indicated that there is a difficulty for smokers and this affects the ratings of Wifi, food and service offered by the hotel (Trip Advisor, 2015). This is the total quality management consideration that Rotana Hotel needs to consider. References Flick, U. (2008). Designing qualitative research. London: Sage publiccations. Leiper, N. (2003). Tourism management. Sydney: Pearson Sprint Print. Moutinho, L., & Hutcheson, G. D. (2011). The Sage dictionary of quantitative management research (3rd ed.). London: Sage. Panneerselvam, R. (2004). Research methodology (1st ed.). New Delhi: Prentice Hall. Rotana. (2015, May 31). About Us. Retrieved from Rotana.com: http://www.rotana.com/aboutrotana/visionourbrandpromise Summers, D. C. (2006). Quality . New Jersey: Pearson Prentice Hall. Trip Advisor. (2015, June 1). Beach Rotana Abu Dhabi. Retrieved from Trip Advisor: http://www.tripadvisor.com/Hotel_Review-g294013-d302775-Reviews-Beach_Rotana_Abu_Dhabi-Abu_Dhabi_Emirate_of_Abu_Dhabi.html Trip Advisor. (2015, June 1). Park Rotana Abu Dhabi . Retrieved from Trip Advisor: http://www.tripadvisor.co.uk/Hotel_Review-g294013-d1488833-Reviews-Park_Rotana_Abu_Dhabi-Abu_Dhabi_Emirate_of_Abu_Dhabi.html Trip Advisor. (2015, June 1). Sharjah Rotana . Retrieved from Trip Advisor: http://www.tripadvisor.com/Hotel_Review-g298064-d305344-Reviews-Sharjah_Rotana-Sharjah_Emirate_of_Sharjah.html Read More