Managing for Quality in Hospitality

Dominika Nováková

Bachelor's thesis

Abstract:

NOVÁKOVÁ, Dominika, Managing for Quality in Hospitality [Bachelor dissertation] Institute of Hospitality Management in Prague. Prague, 2013. Total number of pages: 55. To be superior industry and market leaders, only attracting new customers is not sufficient, the managers have to be concentrating on keeping already existing customers and putting into practice efficient policies of the satisfaction and loyalty of customers. In the hotel industry it is mostly connected to quality management. The approach of management which is focusing on the satisfaction of customers improves loyalty and the satisfaction as such and is also increasing the hotel’s good image. History and the main principles and tools of quality management are described in the thesis, using Total Quality Management, ISO and EFQM. Hilton Worldwide history and standards are explained. Using the tools of Hilton Prague and detailed customers’ satisfaction figures from Hilton Prague, Czech Republic and Tripadvisor.com lead to analyses of customers’ satisfaction and illustrates the most occurring issues. The final proposal on improvement of the customers’ satisfaction that would be efficient to implement in Hilton Prague is shown.

Abstract:

NOVÁKOVÁ, Dominika, Managing for Quality in Hospitality [Bachelor dissertation] Institute of Hospitality Management in Prague. Prague, 2013. Total number of pages: 55. To be superior industry and market leaders, only attracting new customers is not sufficient, the managers have to be concentrating on keeping already existing customers and putting into practice efficient policies of the satisfaction and loyalty of customers. In the hotel industry it is mostly connected to quality management. The approach of management which is focusing on the satisfaction of customers improves loyalty and the satisfaction as such and is also increasing the hotel’s good image. History and the main principles and tools of quality management are described in the thesis, using Total Quality Management, ISO and EFQM. Hilton Worldwide history and standards are explained. Using the tools of Hilton Prague and detailed customers’ satisfaction figures from Hilton Prague, Czech Republic and Tripadvisor.com lead to analyses of customers’ satisfaction and illustrates the most occurring issues. The final proposal on improvement of the customers’ satisfaction that would be efficient to implement in Hilton Prague is shown.

Keywords

customer, Hilton, hospitality, quality, quality management, satisfaction, service.

Language used: English

Date on which the thesis was submitted / produced: 25. 4. 2013

Thesis defence

• Date of defence: 4. 6. 2013
• Supervisor: PhDr. Marek Merhaut, Ph.D.
• Reader: doc. RNDr. Zdena Lustigová, CSc.

Institute of Hospitality Management in Prague

Bachelor programme / field:
Gastronomy, Hotel Management and Tourism / Hospitality Management (instruction in English)