Total Quality Management
Hotels, which adopt a TQM approach, aim to develop the highest possible standards of service - to the point of exceeding expectations.
They found out that quality and the speed at which a service is provided is highly related to the customers ' satisfaction. Which led them to introduce employee involvement, participative management, suggestion teams ( team work is very important ),...in order to get an edge in the market.
They developed strong relationships within their business. Workers, supervisors and managers are a team and must work together to ensure that each customer forms a positive impression. Everyone in the business is a service provider, not just the people who come into direct contact with customers.
All departments, therefore, are in some way connected to the external customer. If the front-line people do not receive information or resources in a timely and effective manner, their ability to exceed customer expectation is greatly reduced.
Every staff member is trained in the same way and is aware of the importance of everyone's involvement.
The customer feedback is very important for the improvement of a business.
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