Internal Quality Management In Hospitality Industry

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According to Stauss (1995, pp. 62‐78), quality in hospitality industry is basically the continuous delivery of services and product according to the standards expected. It creates higher chance for the customers to pay more when they receive exceptional services.

2. Internal Quality management in Service Organization
Service quality can be address from two point of view one is external and other is internal. The internal service quality is dependent on the conformance to requirement. External quality is dependent on the perception by customer towards quality (Salih, 2003).
Under Internal Quality Management, the manger plays an important role to sustain their employees. As higher loyalty works for higher level of satisfaction within the …show more content…

This BHA is responsible for promoting hospitality industry’s interest towards Government Ministers, EU commission, Welsh Assembly Members and media. They operate through membership based system. By a group of hoteliers, BHA was established in the year 1907 and now it is marked as the national trade association for restaurant, leisure, and catering and hotel industry. They have become one of the leading representatives of several hospitality industries’ sub-components working in Britain at government and policy level …show more content…

They work on to give higher importance to internal quality system by ensuring to provide their staff with equal opportunities, competitive employment package, developing their performance and skills, creating stronger communication and recognising and rewarding them (Kandampully & Sparks, 2001, pp 45-57).

Application of SERVQUAL Model
SERVQUAL model can work effectively for BHA, as it provides useful approaches for managers to determine their organizational variables including technology, policy, structure, processes and staff that guarantee the best service quality at minimal costs. SERVQUAL Model also supports hotel managers in evaluating their hotel position regarding its strategic, competitive and operative decision making impact. Therefore BHA will help managers to apply SERVQUAL model for measuring their service quality and satisfy their customer’s expectations (Nigel, 2015, pp

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