TOTAL QUALITY MANAGEMENT IN HOTEL INDUSTRY
Total quality management (TQM) is a systematic management approach aiming at continuous increase of the value offered to consumers through improvement of the service quality. In hotel industry, success is achieved through service quality, which stands as a key factor for sustainability in the twenty-first century. Nowadays, quality is the basic factor for survival on the market, better competition, and greater profitability. TQM is a process that starts and ends with the consumer. The aim of this paper is to provide control of service quality and its continuous improvement in the hotel industry. Total quality management in service sector, tourism and hotel industry is of great importance with economic and social character.
Key words: quality, control, TQM, hotel industry