Wednesday, March 14, 2018

Effective Quality Management is Paramount in the Hospitality Business


With an established career as a hospitality executive and hotel owner, Bharat Lall has become recognized as a leading investor in San Diego and around the nation. The president and chief executive officer of Pinnacle Hotels USA, Bharat Lall has been in the hotel acquisition business since 1989, and always with the goal of improving the revenue generation of underperforming hotels. 

An important factor in achieving a successful hotel operation is ensuring quality management. Effective quality management means consistently delivering service that matches the standards set by the company, is expected by hotel guests, and ultimately results in customer loyalty and referrals. Indeed, research shows that quality consistency is more effective at driving occupancy rates and profits than high-value amenities.

Employees play a vital role in quality management as they are responsible for the quality of all services delivered. Inevitably, when employees underperform and don't meet the expectations of the hotel manager, service quality suffers. To ensure quality management, managers should provide regular reviews of employee performance and conduct continual customer-service appraisals to ensure the hotel team is working together to maintain and improve the quality of services provided.

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