Human Resources Involvement in Adapting Total Quality Management: The Case of 4 and 5 Star City Hotels in Athens

Abstract

The objective of this paper is to examine the extent and special characteristics of the involvement of human resources, working in 4 and 5 star hotels, in adapting Total Quality Management. The research, which was conducted in hotels located in the city of Athens, revealed that hotels aspire to quality and customer satisfaction; still, quality has not been universally defined and can be conceived differently. The research also revealed a limited use of Total Quality Management models. Despite the fact that city hotels are aware of the significance and role of HR for the achievement of particular quality parameters related to their services, they still do not focus sufficiently on training and motivating their staff in issues related to quality, as quality can be perceived for each individual field.