Quality Retention

CHAPTER ONE

1. Introduction

This chapter covers the core areas of the whole study; the background of the study, the statement of the problem, the objective of the study, the research questions and also the significances of the study as well as the scope of the study.

2. Background of the study

In manufacturing, a measure of excellence or a state of being free from defects, deficiencies and significant variations. It is brought about by strict and consistent commitment of certain standards that achieve uniformity of a product in order to satisfy specific customer or user requirements. ISO 8402-1986 standards define quality as the total of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs.

Today’s hotel customer expects a quality guest experience no matter the types of property they visit. Whatever services are provided, they should be performed in a warm, friendly and guest oriented way. There are literally countless examples of quality service excellence across the hotel industry.

Management of the operational functions of the physical plant of the hotel which combines the operations of housekeeping, front office, food production, food and beverage services and sales. Hotels have to generate money and so many compromise their ratings in desperation to win tourists, especially during the low season (Kangangi, 2010).

Kenya Association of Hotels Keepers and Caterers Branch Chairman further states that there is lack of consistency by Government implementing rules on hotel classification. There is no focused marketing strategy to develop and acceptable product. Globally, he says Kenya needs a different rating system because of its developing economy.

In today’s economy, nearly every organization faces pressure to reduce waste and run at peak efficiency. It costs organizations a tidy sum when they have to fire employees who were either wrongly hired or were underperforming. All...