Hospitality Administration and Management Commons^™

Benchmarking Quality Management In Hotels, Deborah Breiter, Sheryl Fried Kline

Hospitality Review

In the early 1980s many hotels in the United States adopted quality assurance as a business strategy. By the late 1980s independent and chain hotels realized that total quality management (TQM) was a more powerful process and they began utilizing many of its components. For over 10 years, hotels have flirted with a variety of tools, processes, and theories to improve service to the guest