Maranan, Adrian Gabriel D.
HM 8
BS IHM CLOCA 3B Activity 2
1. Choose a popular/leading company or business establishment in the hospitality and
tourism industry, or (example: food chain, hotel, airline industry, restaurants etc.)
and explain how this company evidently make use of any of the elements of TQM in
managing their quality system.
MARRIOTT HOTELS AND RESORTS
“To enhance the lives of our customers by creating and enabling unsurpassed
vacation and leisure experience.”
Elements of TQM
1. CUSTOMER FOCUS – the customer ultimately determines the level of quality
The Marriott hotel international is under the category of service industry, and so its
mandate to achieve its goals and objectives is to ensure its customers are happy. It is
the nature of customers to share their experiences with others whether they are
satisfied or not satisfied. For the company to ensure that their customers share a
positive experience, the company should concentrate on making customers happy
through admirable services. The reputation of the hotel and that of the brand depends
mainly on the reactions of the customers.
2. TOTAL EMPLOYEE INVOLVEMENT – all employees participate in working toward
common goals
Due to their improved customer coverage, the productivity of the company also
increased, and this is achieved by making all the employees in the company participate
and feel like part of the entire company. The employees are encouraged by this system
to assist in improving the various processes found in the company, services, and
making the culture of the company a long-lasting one.
Moreover, the Marriott hotel empowers the employees regarding their tasks to give
them a level of self-confidence and a sense of ownership. They feel responsible for the
HM 8 - Quality Service Management in Tourism and Hospitality
actions they take so they take it carefully as they have in mind that these tasks are
representatives of their behavior and style.
3. CONTINUOUS IMPROVEMENT – is the ongoing improvement of products,
services, or processes through incremental and breakthrough improvements
Marriott International, the world’s largest hotel company, continues to lead the way in
innovating the digital aspects of the guest experience with a slew of initiatives designed
to surprise and delight guests and enhance the quality of the overall guest experience.
When it comes to improving the overall guest experience, Marriott focuses on both the
physical and digital aspects of its business. The physical aspects, including the comfort
and cleanliness of the rooms as well as the pools, spas, exercise rooms, etc., and all
the in-room and other amenities that serve to enhance the guest experience, continue
to demand attention.
Meanwhile, the digital aspects of the guest experience have taken on heightened
importance in recent years. These aspects include everything from the process of
booking a room to engaging with customer service to personalized mobile experiences.
4. STRATEGIC PLANNING – includes formulation of a strategic plan that integrates
quality as a core component
Marriott Global Incorporation follows a variety of strategies at the entrepreneurial level.
The plans are showcased by Marriott’s vast brand portfolio that enables them to
command a strong market presence in the hospitality industry. This approach is part of
the strategy for the entity pursuing differentiation. The Marriot Incorporation
differentiation plan is factored in developing a service and product that satisfies, in a
unique way, the need of its customer. This projection is anchored on the various
competitive advantages at the disposal of the company These advantages include cost,
uniqueness, and competitiveness extent.
5. COMMUNICATION – plays a large part in maintaining morale and in motivating
employees at all levels
Marriott has effective communication strategies among its departments as well as for its
management. Additionally, the company ensures high priority is given to its employees
and customers for a chance to ensure effective customer service and customer
satisfaction. They give importance to communication as it enhances guest experience
as it shows that you are listening to them, valuing their feedback, and conveying clear
messages.
Marriott has a high concern for its employees and ensures that there are effective
communication and cooperation strategies that ensure effective customer service,
which attracts new customers and plays a significant role in retaining the existing ones.
HM 8 - Quality Service Management in Tourism and Hospitality
6. FACT-BASED DECISION MAKING – requires that an organization continually
collect and analyze data in order to improve decision making, accuracy, achieve
consensus, and allow prediction based on past history
Marriott’s decision-makers develop their strategies based on information such as
customer feedbacks, transactional activities, the use of loyalty programs, and third-party
demographic data. It gives them insights about their past activities, either help
quantitatively predict outcomes or qualitatively prescribe what steps to take in the future.
2. Give recommendations on how and in what area can they improve on their system
especially during this time of pandemic Covid 19.
Utilizing Online Platforms. since almost everything is done online, it is essential to use
these online platforms to market, sell, and distribute the products as it will be hassle-
free and contactless on the part of the guests
Strict Implementation of the Minimum Public Health Standards. it is important in
any establishment to ensure that the guests are safe before, during, and after their stay.
They must have people who observe if guests were complying with the protocols like
social distancing, wearing of face masks, and regular temperature checks.
Touchless Check & Smart Room Amenities. a new world of “no-touch” and seamless
check-in is now a new trend in accommodation. These allow guests to check in with
their smartphones and utilize the device as a room key as well – without having to
interact with a single human. In addition, hotels should invest in utilizing voice assistants
to help guests operate features in their hotel rooms.
Investing in New Cleaning Technologies. improving with these new cleaning
technologies will allow guests to feel the quality experience of a hotel with some
noticeable differences to ensure everyone’s safety.
HM 8 - Quality Service Management in Tourism and Hospitality
