Malcolm Baldrige National Quality Award Research Paper

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In larger establishments, this would require specific focus on personnel management as well. Managers could, for example, be appointed in teams in order to ensure that personnel are managed effectively.

In the lodging industry, a secondary component of quality assurance is the products that customers receive in terms of accommodation and food. To ensure that quality is maintained in terms of these aspects, personnel should be trained to effectively and thoroughly clean rooms once they are vacated, and regularly throughout a client's stay. Towels, sheets, and bathroom equipment should be replenished on a regular basis. Personnel should be trained to do this as unobtrusively as possible, so that clients always feel that they receive excellent quality for the price that they pay.

The same is true of restaurant and room service food. The best kitchen personnel should be secured for the lodging industry, as food is often a major aspect of the customer's experience when looking for accommodation. Again, this is subject to thorough training. In general, when assuring quality in the lodging industry, human resources should be managed in such as way as to ensure that they remain committed to the quality of the customer's experience.

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Whether it be interpersonal interaction, food, or cleanliness, the human resource manager should maintain a focus on excellence and quality from the customer's point-of-view.

Customers of the lodging industry require quality on a variety of levels, including direct interaction with lodging personnel, as well as non-direct interaction such as room cleaning and food preparation. On all levels, human resource managers can help their personnel provide excellence of service to their customers in order to thrive in the business. Inevitably, quality of service and product in the lodging industry is also connected to the ability of the business to survive not only in the industry, but also in the economy as a whole.

Reference

NIST (2010, Feb 18). The Malcolm Baldrige National Quality Improvement Act of 1987. Retrieved from: http://www.nist.gov/baldrige/about/improvement_act.cfm.....

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