ABSTRACT
This chapter discusses the definition of quality, and subsequently how it can be measured. This knowledge is used to design and manage processes that must be put in place to consistently deliver a high quality hospitality experience. It describes the targets student can set, based on these processes, and illustrates the associated costs with examples. In periods of economic downturn and slow demand, hospitality organisations might be tempted to postpone preventive maintenance on their equipment or tangible product, in order to meet profit targets. Bringing the different definitions of quality together, it becomes clear that a hospitality experience can be defined, measured and managed in many different ways and requires active monitoring by the management of a hospitality organisation. Conversely, the technological advances in hotel property management systems and customer-relationship management systems often ensure hotels have information for guests available prior to their arrival, effectively reducing the time needed to check-in.
