Report on Quality Management for Travelodge Hotel Chain

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According to an annual survey carried out by Which? a consumer watchdog, Premier Inn has been rated as the best budget hotel chain for the seventh year in a row in the UK (Hubbs, 2019).

Also, the hotel chain has been on the news as its owner, Whitbread, PLC announced in April 2020, that it will continue to play its part in Covid-19 crisis and by offering 5,000 Premier Inn rooms open to support NHS key workers.

While their major competitor Travelodge the budget hotel chain has been on the news for forcing temporary housing residents onto streets as they closed their hotels in March due to Coronavirus (Butler, 2020).

Additionally, it is not within the top 5 hotel chain in the UK as per the survey carried out by Which? in 2019 (Hubbs, 2019).

ASSIGNMENT QUESTION

Prepare a report for the Quality Managers of Travelodge hotel chain. In your report, you are expected to identify and describe the concept of quality management. Additionally, you are expected to outline the major issues currently experienced by the organisation and assess the impact of one of the techniques like Balanced Scorecard or Benchmarking could have in terms of delivering consistent and effective quality management. Also, you need to provide applicable recommendations to improve the quality.

Please follow the recommended format for an academic report.

• Executive Summary

• Table of Contents

• Main body

• Assignments should be correctly referenced using the Harvard system of referencing. Incorrect or insufficient referencing will be penalised.

1. Identify and describe the concept of quality management. /25

2. Outline the problems being currently experienced by Travelodge in the UK.

3. Assess the impact that one of the following techniques could have on Travelodge in terms of delivering consistent and effective quality management.

• Balanced Scorecard or Benchmarking

4. Recommendations/Conclusions /15

5. Layout and Referencing /10

POINTS TO CONSIDER:

1 Please consider the evolution of quality and quality gurus while identifyingand describing the concept of quality management.

2 Please consider the reviews given by customers of Travelodge on Trustpilot or Twitter or Facebook while outlining the problems currently being experienced by the organisation.

Also, consider providing a rationale in terms of the review provided, from a theoretical context, examine whether Travelodge meets the following requirements of Dimensions of Service Quality.

I. Reliability

II. Responsiveness

III. Assurance

IV. Empathy

V. Tangibles

3 You should consider advantages and disadvantages associated with your chosen technique Balanced Scorecard or Benchmarking while assessing the impact of the technique will have in terms of delivering consistent and effective quality management.

4 You should provide recommendations to the problems identified and recommend briefly at least one Total Quality Management concept like Juran’s trilogy or KPI.