Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards.

Delivering quality service is one of the key challenges hospitality managers are facing and it is an essential condition for success in global hospitality markets.

There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry.

Managers should identify, record and weigh the impacts of cost-profit and be in a position to prioritise quality improvement processes for their own property, a quality approach that will ultimately be measured in terms of customer satisfaction and endorsement.

Interactive lecture-discussions, case study and practical exercises.

Knowledge

• Quality components in hospitality
• Measuring quality in hospitality
• Quality recognition and quality accreditation schemes
• TQM

Competencies

• Measure quality in hospitality environment
  
• Set up a quality plan with meaningful KPIs (SMART objectives)
• Deliver beyond expectation through TQM
  

Mindset

• Deliver consistently and beyond expectation
• Leverage quality to attract customers and talents
  

Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards.

Delivering quality service is one of the key challenges hospitality managers are facing and it is an essential condition for success in global hospitality markets.

There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry.

Managers should identify, record and weigh the impacts of cost-profit and be in a position to prioritise quality improvement processes for their own property, a quality approach that will ultimately be measured in terms of customer satisfaction and endorsement.