The purpose of this is to identify and apply concepts of Total Quality Management (TQM) to hotel management.

TQM is a concept that came to focus in the 1950s to address quality concerns. A TQM approach aims for long-term success through guest/customer satisfaction by standardization and measurement and requires commitment and participation of all staff members in order to improve processes, services, products, and the company's culture.

Canyon Shadows Resort has been struggling with two key issues: high staff turnover and low guest satisfaction. Your GM recently read an article about TQM and has asked you to help her find additional information on the subject to determine whether TQM could be implemented to address the property's issues.

Review the topic study materials and conduct research about TQM.

Do a letter memo to the GM, address the following:

• 1. Summarize the eight primary elements of TQM.
• 2. Identify areas the food and beverage manager and housekeeping manager could target for continuous improvement such as service levels, physical experience, overall cost to service each person, the number of repeat guests, etc.
• 3. Describe how you could successfully apply TQM at Canyon Shadows Resort to ensure excellent customer service and communication skills.
• 4. Explain how you would evaluate the effectiveness of the food and beverage manager/housekeeping manager who implemented TQM by explaining the evidence of successful results versus what you would consider evidence of a poorly implemented TQM initiative.
• 5. Describe action steps that could be taken based upon the analysis of whether the TQM initiative was successfully implemented or not.