During the 90’s and even more in the current decade, the issue of quality has been high¬lighted as the most crucial in achieving competitive advantage and profitability. This article is aiming at, on the one hand, analyze the quality management in hotel operations as being a strategic issue, which concerns the entire business management, and on the other, present
the Total Quality Management philosophy.
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Firstly, are presented the quality’s definition and prerequisites for achieving the services quality, through a global vision. This is consisting of the approach that quality constitutes a strategic issue traversing the entire business operation. An analysis of the Total Quality Management’s philosophy is then carried out, by presenting its components and methods, and the implications of the commitment for continuous improvement in order to provide hotel services of high quality and excellence.
(EN)
