Quality Management System in Hotel
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Date
2012
Authors
Azza Atera
Dana Eid
Maysa Nidal
Thekrayat Hawash
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Abstract
The objectives of the project were to Study tourism and hospitality industry in Palestine which implemented for Haddad Tourism Village in Jenin after visiting a number of other hotels in different regions in Palestine. The project was implemented through: Study the level of customer satisfaction through the preparation of questionnaires fit with the objectives of the project. Building quality system to improve the provided services. Building a system in order to follow the level of customer satisfaction and any proposed improvement. General View In today's changing environment, many businesses are facing increasing competition that forces them to seek competitive advantage, efficiency and profitable way to differentiate them . In both domestic markets and internationally, the service concept is gaining in importance in parallel with economic development and increasing standards of living. In business _such as travel, tourism, catering and banking _ the delivery of high _ quality services to consumers is increasingly recognized as a key factor affect the performance of the firm . Not surprisingly, service _ quality measurement has become the main subject of several empirical and conceptual studies in services marketing . Various scale and index _such as SERVQUAL , SERVPERF , service quality index SQI) and service performance index (SPI) _ have been developed and extensively used by academic and practitioners . Introduction to our project. Today's the information is spread by mean of international communication in addition to follow up of technical evolution in the world. Traditional managerial approaches to quality management have been found to be less than satisfactory and are being replaced by improved managerial tools and techniques. Even nonprofit institutions such as hotels are looking more closely at quality issues. Because of importance of this approach in organization service in general and tourism organization particular so this study depends on descriptive comparing way for analysis, limitation and treatment of change that represented by service diminution's. In recent two years the security situation in Palestine has become better than before which affect the economy especially in tourism sector. As result number of visitors who enter Palestine as tourists has been increased, so which lead to the needs for hotels satisfy customer requirements and needs by applying the rules and quality standards in scientific way to fill gaps which exist in the current system which many hotels dont consider it in their quality system. Objectives. The objectives we wish to achieve : Study tourism and hospitality industry in Palestine . Study the level of customer satisfaction. Building quality system to improve services. Building a system in order to follow the level of customer satisfaction and proposed improvement. Methodology The high-quality service has become a key factor that affect the performance of firms especially in businesses like travel , tourism , catering and banking. So this procedure will be followed: Haddad Park & its relevant facilities have been studied, especially Haddad hotel and the presented service has followed. Data about tourism in Palestine exactly in Jinen city has collected, comprehensive questioners designed, all customer needs& requirements have covered and what is customer service level expectation, then data have been analyzed to have clear results. The service level presented in hotel was compared with customer expectation and the gap between them has been studied to try to fill it using special tools. The study has been applied on Haddad hotel to improve quality & develop services. Conclusion. By descriptive analysis for questioner results some weakness points have been determined in Haddad Hotel which effected on level of services and customer satisfaction, so a system was built to improve current situation, and some corrective actions have been taken into consideration during the implementation of this study such as employing officer to hold bags and attending customers to their rooms.