Service quality is always a winning strategy when it allows us to combine differentiation and cost reduction actions, that is, to be more competitive. In service companies, and especially in hotels, two or more hotels can offer the same services but different quality of service. It is in service differentiation that we can add those competitive advantages that make us different.
“With quality service, everybody wins. Consumers win. Employees win. Managers win. Shareholders win. The community wins. The country wins”. Parasuraman et al. (1990)
What does a quality management system bring to the hotel?
Having a quality system in place is one of the best guarantees that a hotel can offer, and even more so if it is certified. It can be considered as a reason to improve quality and be more competitive. Since the 1990s, the international hotel industry has been interested in quality systems, both state and private, in all cases it is a question of defining and complying with a series of requirements that help to maintain the management system and establish process improvements when necessary.
Objectives of quality management systems
The objectives sought with the implementation of these quality systems are:
- To comply with quality and environmental legislation.
- Continuous improvement, establishing goals and objectives that guarantee that the service is better day by day.
- Offering customers comfort and safety through its facilities, i.e. controlling the management of material resources.
- The hotel’s human team contributes enormous value, which is why it is also important to commit to training when we talk about quality.
- Involving suppliers and clients, extending the commitment to quality beyond the hotel.
- Accessibility standards and social responsibility must be fully integrated into the project.
What does quality management seek to guarantee?
Prestige, differentiation, reliability, rigour and promotion are the main values that grant quality recognition to a hotel and tourist establishment. All recognised establishments have passed strict audits that ensure that their service provision is a guarantee of quality, safety and professionalism, all in order to guarantee customers the best possible tourist experience.
This study aims to analyse whether quality management improves the business performance achieved by hotels. To do so, firstly, hotels have been classified into two groups, those with a medium commitment to quality management and those with a high commitment. Secondly, it is found that hotels with a high commitment are those that achieve higher business performance. Therefore, there is a positive relationship between commitment to quality management and performance in the hotel sector.
The increased competitiveness of the hotel sector worldwide and the higher demands of tourists have made quality management an important factor for the success of hotels.
What results does the quality management system provide?
Experience has shown that after implementing a quality system, results such as the following are achieved:
- Increased customer satisfaction.
- Internal work of the company.
- Increased productivity.
- Increased profits.
- Lower costs.
- Higher quality in hotel products.
An improvement in quality implies a reduction in costs and an improvement in productivity that allows the hotel to achieve a greater market share and improve its competitiveness. Furthermore, the European Foundation for Quality Management model (EFQM model) shows the relationship between the factors of quality management and the results of a company.
A quality management system is constantly evolving, it is a living and dynamic system that ensures the provision of a service in the desired manner. The main benefit that the client receives is that what attracts him to the hotel is repeated during all his visits, that his problems are attended to and that the clients’ expectations grow.