الفهرس 
Background of the studyOnly 14 pages are availabe for public view
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Abstract
Quality management can be described as all those coordinated activities that are required to direct and control an organization with regard to quality.In reality, managing for quality is all about recognizing who your customers are and what they need from you both now and in the future. It is about identifying potential customers and markets and how they might be persuaded to use your services or product.
And it is about how you deliver your service or product to your customers in accordance with their expectations of quality, delivery and budget. Not forgetting, of course, that you have to make a profit and plan to meet the expectations of tomorrow’s customers.But, most importantly, managing for quality is about performance improvement. This means improving the quality, delivery schedule and price of your product or service, improving the systems and processes that deliver them and all the resources that support these processes.
The quality manager monitors and advises on how the system is performing, which may often include the publication of statistics regarding company performance against set measures. A key role of the quality manager is that of ensuring that customer requirements and expectations have been accurately identified and that the organization is meeting or exceeding customer expectations. This role may also extend to determining how customers’ expectations will change over time and what the organization needs to do to meet these changing expectations. Additionally he/she will be responsible for supporting the development and maintenance of a customer focused culture within the organization.
Knowledge of statistics is required with general numeracy, coupled with good interpersonal skills. The job function covers all aspects of a work group or company’s operation and requires the ability to assimilate and analyses information. to help the hotel management to get correct decisions. This is done by applying measurement models such as (SERVQUAL – SERVPERF – DINESERV – LODGSERV – LODGQUAL) by analyses the information about the services in hotels.