Abstract
As a hired consultant to Hotel Escargo’s management team, this paper will discuss improving the hotel’s procedures and increasing the quality and customer satisfaction. It will be an evaluation report for the management team about the observations and recommendations for improvement for the overriding quality issue for the hotel. It will also discuss how quality management can make the business more successful. Hotel Escargo
Quality is the degree of excellence which can be applied to a broad range of items. It is functional, action-orientated and can be best described with multiple characteristics. These characteristics are quantifiable, either objectively or subjectively. The conformance to requirements or specifications is a common definition of quality. Quality is aimed at the needs of the present and future consumer. Quality affects productivity, cost, delivery schedules, workplace environment, society, and quality of government (Wadsworth, 2002).
The fundamental aspects of quality include governmental, human, environmental, conservational, operational, consumer / marketable, and measureable. The governmental aspects of quality are the quality of rule, law, justice, defense, rights and privileges. The human aspects of quality are the quality of life, health, education, freedom, ethical and moral values. The environmental aspects of quality are the quality of clean air, unpolluted waters, potable water, safe waste disposal, and beauty. The conservational aspects of quality are the optimum use of resources such as materials, land, money, energy and people. The operational aspects of quality are the quality of management, operations, employees, systems, maximum output, minimum waste and cost, and optimum delivery. The consumer / marketable aspects of quality are fitness for use
