Conway Inn - Conway, Tx Research Proposal Example | Topics and Well Written Essays - 750 words

Conway Inn - Conway, Tx - Research Proposal Example Customer service quality raises issues for almost every hospitality company in some way or other (Hartline, Woolridge, & Jones, 2003). Although the management of Conway Inn takes good care of every business process to meet the required standards of quality, but there is an area which still needs some focus in order to bring it in line with the quality of all other business process. The area which needs improvement is the customer service area the quality of which has gone down a little in the past couple of years. Customers have made complaints about the behavior, food serving, and room service of the employees of the hotel. The management of the hotel needs to resolve these customer service quality issues in order win the trust of the precious customers and protect the customer base. It is essential for a company from the hospitality industry to implement a well-developed quality management system because it helps in attracting and retaining customers, as well as in gaining competitive advantage in the market. Quality management system is implemented in a company to ensure that the quality of the products and services meet the standards. It acts as the foundation for an organization’s success because without the implementation of an effective quality management system, an organization cannot become able to ensure the optimum level of quality in its business processes. Quality management in hotel industry improves overall business performance (Dulcic & Zilic, 2010). Some of the main benefits that Conway Inn can get from the implementation of a quality management system include increase lower costs of quality, improved quality of services, improve level of customer satisfaction, improved company image, increased return in investment, increased customer base , improved employee morale, and increased organizational productivity and profitability. In our case, decreasing customer satisfaction due to