H/508/0489 Managing Quality in Hospitality Level 4


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Airbnb is a world's leading community driven company in the hospitality sector, the organization was established in august 2008 at San Francisco, California. In recent period it has been observed that it's customers are facing issues related to the services provided to them. The present report is in context to managing quality within hospitality, and identify importance of quality management in hotels. In order to deliver best services to the customers it is essential to maintain and control quality of services provided by hospitality industry. The report will identify various problems and issues faced by Airbnb in its organisation functions or activities  (Moutinho,  2018). The capabilities and competencies used by Airbnb to improve quality of its services will also be discussed in the present report. Furthermore, the report will also include a brief assessment of the impact of two main techniques of delivering effective and consistent quality management such as Bench-marking and Kaizen. The report will focus on analyzing importance of strategies in order to improve performance and quality of the services provided by Airbnb within hospitality sector.


1. Outline the problems being currently experienced by AIRBNB

There are certain problems is faced by AIRBNB organisation nowadays. It is give some negative impact on overall development of execution management. The first moving advantage was the customer satisfaction level must be improved over time period (Moutinho,  2018). To be focus on establishment of revenue the transaction fee to implementing system as well as a customer verification for future development. On the other hand, different kind ODF problem is faced are as follows :

  • Building up a Property Competing Advantage: As specified previously, while Airbnb is a social class innovator and offers bunk hands in its mark subject matter, serviceableness, broad station, and system impacts, the organisation faces trouble in balance up a reparable supper hand (Ouyang, 2017). The subordinate - to peer rental commercial centre is a current attack, and accordingly, isn't a characterized publicize and can be modded with relative simplicity. Because of generally degraded bound to come in this market, Airbnb's rivals can about cleanly same its plan of act, which brand long time period improvement testing.
  • Building up User Certainty: A of the essence blockage to the proceeded with procreation of Airbnb give is creating from raw immaterial up shopper trust. Since Airbnb overlap people to each antithetical versus the accepted model of associating group with a set up social group, proceeding to oppose this standard is a test that Airbnb e'er facial expression, and should deliver while they keep on spread out (Van Niekerk, 2017). While Airbnb has protection approaches set up to address issues of vandalism, burglary, or savageness, the genuine cost of these episodes lie with the possible harm to Airbnb's ill fame.
  • Lawfulness Issues : Airbnb facial expression lawfulness issues in both residential and world-wide markets (Tsaur, 2017). There is observant unclearness with Airbnb's manage and it isn't exactly evident whether its rental handle disregard any Laws 12 This may move from government to state and nation to nation, so Airbnb must be aware of its postponement to bound the dangers of claims and dilated weight from the inn business. Leasing installation for under 30 days is in fact adulterous in ad hoc states, so Airbnb must arrangement with these issues or jeopardy losing its business (Shonk, 2017). Airbnb may need to settle these issues before extending forcefully or on the other hand capital punishment new disposal. Court-ordered work is one of the fewest crucial part to improve the productivity and net income. With the help of many legal factor is find that increase production and other activity. To be face such kind of issue and loosing there business. To be focus on each and every issue is faced by the customer problem. This is only way for organisation to improve level of expectation to each and every customer in market.

Every last much kind of difficulty is aid to alter underway social class condition with the assistance of solve any such kind of problem. With the written record of new rivalry and hazardous lawful/customer issues, Airbnb must organize a travel of key alternatives (Wu, 2017). Disregard the fact that the organization right now appreciates an extensive in the prefatory place mover advantage, Airbnb must consider three rudimentary alternatives to assurance ideal focused situating inside the market to secure future monetary goodness and improvement indefinite quantity use and build up Airbnb in local market Since the associate to peer showcase is still generally chartless to the all inclusive gathering, forcefully promoting Airbnb's business could well increment unexplored family clients keeping up to loan or lease new artifact.

The current 200,000 overall postings' measuring plainly appears there are still a prodigious many undiscovered living spaces Next, possession can be guided towards creating ability or system of rules to separate Airbnb from its rivals (Lugosi,  2017). At the point when gotten some message about what isolates Airbnb from contenders, Brian Chesky only recorded forceful expansion and first mover asset Airbnb has no endurable preferred point of view so building up any edge it can is fundamental.

2. Examine to what extent Airbnb has the correct capability and ability to improved the choice.

The competitive and capabilities of Airbnb is adorable. The performance of Airbnb is improving day by day. The performance and qualities  of all the Airbnb services is different from its competitors (Lundberg,  2017). With the use of social media the services of Airbnb is spreading in the world.  There are many features which makes Airbnb services different from others. Capability-based plan of action are supported on the notion that interior beginning and core competence derived from distinctive capableness provide the plan of action platform that prevarication a firm's long-term profits. There are focus most important sector organisation is to be used in market condition are as follows :-

  • Marketing :- In this context, market means more and more promotion method is to be used by the organisation in market. It is help to increase more number of customer in market. There are different type of method is to be used in future development or improvement is focus on external working environment (Wise, 2017). Facebook Application Programming Interface (API) application which only Airbnb has. With the use of this application Airbnb is able to track it's the preferences of its customers. The behaviour of its customer is also tracked by this application. Facebook application programming is the best app by which Airbnb is able to gain finer picture of its user. In addition, such kind of technology is useful for increase market share. Key capacity is the assets and skills of an association required for it to survive and succeed (). Airbnb is a market pioneer however to end up a market pioneer Airbnb needed to adjust and change with the world as innovation turned out to be progressively prevalent. The most serious issue with an expansion in innovation was the advanced age. Airbnb was the market pioneer in pre-advanced age symbolism and photography which included film, photograph paper and substance improvement. The advanced age brought the improvement and increment of innovation to which Airbnb couldn't contend. This is the kind of strategies is used by the overall working environment.
  • Financial :- In Financial is backbone of each and every organisation. The overall development of company is help to increase the market share. On the other hand, financial statement is help to improve internal work condition or improve external working environment (Hsu, 2017). In addition, finance is need each and every department to manage work. Marketing is use finance for more and more promotion method is to be in different way or different market. This is complete understand is depend on level of customer satisfaction.
  • Technical :- In this context, innovation is help to capture current market. To increase consumer with the help of innovation techniques must be used outside market. Innovation and promotion both the factors are used in one time in market place.

All such kind of factor is help to improve the quality of working environment. The most essential favourable position of having centre skills is having a long haul upper hand.  By connecting wonted business to items and establishment without boundary, the system pimp more significant-shaking open door for progress (Woo,  2018). This additionally aid in enactment of the organization by going about as a rule for expansion. Centre skills are likewise a pointer that assets are being utilized as a part of the correct places in the grade-appropriate sum.

An association should censer around outsourcing all non-content exercises which will streamline the activities to urge learning condition compatible to their capabilities. Centre abilities additionally help in the advancement of centre items. They ought to approach all the essential segment of a perplexing item which can help in long haul a dependable balance in that specific industry. This mind boggling item would then be able to be utilized to make a pipeline of items. Centre skills are significant on the off chance that they are identified with a property esteemed by the market.

Clients need to see a reliable distinction in vital traits between the maker's items or administrations and those of its rivals. Intel especially utilizes this. Their centre ability lies in building up a variety of chip in brief time (.Raj,  2017). With the demonstrated trait of speed and superior against various take care, this area competence gives an obvious upper hand. To wrap things up, centre abilities influence an organization to centre around broad R&D. With the help of research and development is improved the current market condition and increase competence or productivity in market.

3. Quality management system

In this context, quality management is focus maintained the quality of the product or services in market. This is one of the basics of value administration systems. The associations can execute Quality Management Systems to improve its consumer loyalty. Clients needs their items/administrations to fulfil their necessities and desires (Vanhove, 2017.). These necessities and desires of the client can be alluded to as client prerequisite and can be association's item particular. The association may decide client prerequisite by consumer loyalty overviews, client information on conveyed item quality, client feeling studies, lost business investigation, compliments, guarantee cases and merchant reports. Client prerequisite may likewise be determined in an agreement.

At last the client decides if he need to acknowledges the item. The association needs to enhance consistently their items and procedure to upgrade consumer loyalty as client prerequisites continues changing as a result of focused weight and change in innovation by and large. Actualizing quality administration framework encourages the associations to dissect client prerequisite, decide the procedure which are required by the association to create item which meet client necessity and is satisfactory by the costumer. It additionally guarantees that procedures are under control.

Quality administration framework can be a system for non-stop change by upgrading consumer loyalty and furthermore fulfilled of other invested individuals, for example, workers, administrative and statutory experts, investors and society on the loose (Vanhove, 2017.). Actualizing Quality administration framework will offer certainty to the client and association and other invested individuals that the association will give items/administrations which will reliably satisfy prerequisites. There are two most important function is to be used by organisation for maintained the quality and improve productivity in market are as follows :-

  • Benchmarking :- In this way, to set a benchmark for quality and focus on that to improve day to day quality management. This is help to get new ideas is generated for better quality and increase number of customer (). Benchmarking data is regularly used to measure the condition of the commercial centre and to conjecture showcase possibilities. It additionally gives a wellspring of data regarding the business bearings of key players in the commercial centre, drifts in item/benefit improvements, examples of customer conduct et terrace. In numerous ventures, the business bearing of a couple of real organizations can shape the heading of a whole marketplace. The exercises of these sorts of associations frequently gives their rivals and bolster administrations organizations with vital data about future ramifications for their organizations. Benchmarking is a brilliant wellspring of new thoughts. One of the essential huge scale benchmarking is that it opens people to new items, work procedures, and methods for overseeing organization resources (Vanhove, 2017.). Benchmarking requires that people build up formal contacts outside their suborganizations. Introduction to various thoughts and ways to deal with leading business. It likewise gives a chance to representatives to think out of the case to think about elective ideal models and to take part in imagine a scenario in which considering. This is to be used the new method and process is to be used to improve productivity and profit in organisation.
  • Kaizen :- In this context, continues improvement is help to improvement. It is a Japanese word means production is improved in regular bases and increase number of customer in market.


Form the above report is focus on AIRBNB organisation nowadays. It is give some negative impact on overall development of execution management. The first moving advantage was the customer satisfaction level must be improved over time period. As per the above report connecting customary enterprise to items and governing body without bounds, the administration secure more noteworthy open door for physical process. Form the above report is focus on Airbnb interfaces people to each different versus the conventional model of associating people with a set up organization, proceeding to oppose this standard is a test that Airbnb always faces, and should deliver while they keep on expanding. As per the above report is focus on approach all the essential segment of a perplexing item which can help in long haul a dependable balance in that specific industry. Form the above report behaviour of its customer is also tracked by this application. Facebook application programming is the best app by which Airbnb is able to gain finer picture of its user.



  • Moutinho, L 2018. Strategic Management in Tourism, CABI Tourism Texts. Cabi.
  • Ouyang, Z 2017. Role of trust, emotions and event attachment on residents' attitudes toward tourism. Tourism Management63, pp.426-438.
  • Van Niekerk, M., 2017. Contemporary issues in events, festivals and destination management. International Journal of Contemporary Hospitality Management29(3), pp.842-847.
  • Tsaur, S.H 2017. Evaluation of the 2010 Taipei International Flora Exposition from the perceptions of host-city residents: a new framework for mega-event legacies measurement. Leisure Studies36(1), pp.65-88.
  • Shonk, D.J, 2017. Measuring event quality, satisfaction, and intent to return at an international sport event: The ICF Canoe Slalom World Championships. Journal of Global Sport Management2(2), pp.79-95.
  • Wu, H.C 2017. A study of experiential quality, perceived value, heritage image, experiential satisfaction, and behavioral intentions for heritage tourists. Journal of Hospitality & Tourism Research41(8), pp.904-944.
  • Lugosi, P 2017. Challenges in hospitality management education: Perspectives from the United Kingdom. Journal of Hospitality and Tourism Management31, pp.163-172.
  • Lundberg, E 2017. The Value of Events. Taylor & Francis.
  • Wise, N 2017. Sport, Events, Tourism and Regeneration (Vol. 65). Taylor & Francis.
  • Hsu, C.H 2017. Hospitality and tourism education research from 2005 to 2014: “Is the past a prologue to the future?”. International Journal of Contemporary Hospitality Management29(1), pp.141-160.
  • Woo, E 2018. Tourism impact and stakeholders’ quality of life. Journal of Hospitality & Tourism Research42(2), pp.260-286.
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