Quality management in five star hotels : a case study : Intercontinental hotel Malta

Abstract

This case study will investigate quality management practice at the Intercontinental Hotel the extent of quality management practice at the company and to seek continual improvement in the hotel practices. A qualitative research was conducted by documentation, observation and interviews. This was conducted by meeting the staff of the hotel while on duty. The research shows that quality management is the key to an organisation’s success and an open door to their profitability. Quality management is the key approach to organisation’s ways of achieving their goal. From the result, it can be seen the quality management is the building block that holds an organisation together? The research shows that quality management need to be strengthening for continuous improvement. And we discovered that cost is the hindrance to the fact that how quality management could be practiced or engaged at the organisation and how the hotel adopt ISO Certification and how every employee is keeping up to standard to engage in Customer service. Quality management from the research we have seen that it also strengthen the hotel for example it competitive in the local industry. The level of service offered to the guest at the hotel speaks a lot about the standard of the hotel and it shows from their profitability. So it is important for the hotel to continue to ensure quality practice in order to stay at the top. And the fact that there is always a room for improvement.