Chapter 7: Total Quality Management (TQM) – Flashcards

Guests will overlook missing amenities if the product they came for is delivered. TQM begins in the guest room

Mattress quality is key but there is more to a bed than a mattress. There are linens and pillows. Most hotels triple sheet their beds and provide 5 to 6 pillows

Top concern, ranked higher than price, location, and amenities. Most noticeable in the bath Taken for granted, guests don't compliment how clean hotels are but definitely complain when it is lacking

Due to poor initial construction which is not easily remedied, limitations in budget leads to limited insulation

Inability to control room temperature adds to the sleeplessness Central HVAC is far superior to individual room units

Rarely do guest rooms have architectural lighting, usually rely on lamps

Identify the complaint Preventing the complaint Handling face to face