Human-Resources Practices of TQM Hotels

Aligning human-resources practices with total-quality initiatives requires fundamental changes in the way hotel organizations train, empower, evaluate, and reward individuals and teams. Total quality management is more than simply another operations-improvement program. Instead it must be ingrained in a company's culture at all levels. Interviews with human-resources professionals, general managers, and TQM experts in eight hotel companies that belong to the AH&MA's Committee for Quality reveal that specific HR practices are needed to support a TQM culture. Among the key practices are employee involvement in operating decisions, appropriate measurement and rewards for accomplishments, training for TQM, and a secure, safe working environment. Even though these hotel organizations are recognized for their TQM achievements, respondents identified needed improvements in HR practices regarding selection, promotion, career development, and tracking of measurable outcomes.