Total Quality Menagement

Introduction

The aim of this is to analyze management practices at the Mantra Group , one of Australia 's biggest companies in the hospitality industry The Mantra Group operates three successful brands , Peppers , Mantra and BreakFree . With 20 years of industry experience , it boasts a network of 140 hotels , resorts and apartments . The decision to focus on a company in the hospitality industry is based on the fact that there is growing literature on the differences in application of managers often find such application to be a challenging yet highly rewarding task . This

attempts to document such challenges and offer creative solutions for overcoming them based on primary data collected through in-depth interviews with Mantra Group managers and on-site observations . The interviews have taken place at a Mantra Group 's hotel at Brisbane , Mantra on Queen . Main s discussed were various management styles , involvement of employees in decision-making processes , customer service excellence , and job design . The has the following structure : first , relevant literature on the subject of TQM is surveyed , particular attention being paid to the peculiarities of TQM application in the service sector and Baldrige 's (1987 ) and Lakhe and Mohanty 's (1995 ) models secondly , theoretical models and observations are applied to analyzing interviews with Mantra on Queen 's managers with a view to making conclusions about management practices in general and TQM in particular at the Mantra Group and , finally , an overall assessment of the...