You have been approached by Mr. Adnan, the President of a large hotel group named AL SINDIBAD Hotel Group. He needs your advice on Quality matters. Help Mr. Adnan to improve the reputation of his hotels through the implementation of TQM. Case Study: The Sindibad Hotel Group was established in 2010. The group has three hotels so far, two in Dubai and one in Al Ain. The three hotels were doing really well when they first opened. They were competing very effectively with well known 5-star hotels in the UAE and even globally. However, when the pandemic hit, things became really bad. When things went bad, and when profit went down, the first things that went out of the window were, Quality, ethics, and social responsibility. Many employees were fired without giving them any notice, workload on the remaining employees became unrealistic, room rates were increased in order to boost the profit, new charges were introduced, like if you want to talk to anyone at management you must pay AED 100, if want to book a table at the restaurant you would be charged AED50 booking charges, even valet parking was no longer free. In addition, many rooms were smelling really bad because they were left locked for a long time, some customers reported mice sightings and cockroaches. The hotels simply were not fit for UAEs visitors and the Municipality gave Mr. Adnan a warning that if he cannot improve things within 3 months, he will have to close the hotels permanently. Question: Advise Mr. Adnan on the importance of customer satisfaction. Use external references at least 4. Any suggestion, advice, or opinions must be supported by reference to literature. Instructions: 1. Word Limit: 450 Words 2.You MUST relate the above-stated issue to TQM

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