Total Quality Management And Employee Performance. A Case Study Of Hotel Intercontinental, Nairobi.

ABSTRACT

The need for total quality management (TQM) of services has become increasingly relevant in

the Kenya's' hospitality industry. But only a few people in the industry are aware of the concept

TQM in the daily running of their business. This is the main reason that has prompted to this

study. The entire study has focused its attention to evaluating, and assessing the efforts put by the

management team of the Hotel Intercontinental Nairobi towards promoting TQM whilst

adjusting to fast changing guests' preferences and behavior and increasing competition.

Specifically, the study begins by vividly defining the following concepts, which are key words:

quality, service, quality service, quality management, quality management systems, total quality

management, hospitality industry and hotel. Definition of these concepts will make it easy to

understand the flow of the work. Various studies relating to TQM of services contacted

elsewhere and relevant literature are cited. The actual research was contacted through

questionnaires, personal observation, and review of relevant materials like textbooks, brochures

and journals. Both junior staffs and managers were required to fill in questionnaires which

covered the following; motivation, challenges, empowerment, benefits of providing quality

service, training, and management style.

Out of38 questionnaires 22 were returned and used in the data analysis. The data collected were

tabulated, frequencies and percentages calculated. The finding from the research indicated that

the majority of the junior staffs acquired knowledge about TQM while at the work place rather

than in college or school. Also according to the findings most junior staffs have a general

background of quality service in regard with TQM.

According to junior staffs one of the most benefits of adopting quality service is the fact that the hotel gains total revenues. Lastly the research indicated that one of the challenges facing total quality service management is lack of inadequate facilities and equipment. From the findings it was recommended that the hotel should encourage teamwork, empowerment of junior staffs, training and motivation to achieve TQM concept.