Pearson New International Edition International pcl tp indd 1

Model for Quality
Figure 2 provides an overview of how an emphasis on quality can help a hotel 
become and remain more competitive. As you review Figure 2, note the role of 
top-level leadership (the general manager and all others on the executive committee,
including the FOM) as they emphasize the need for quality and work process
improvement, with a focus on guests.
Emphasis on quality will yield guest satisfaction that, in turn, will increase hotel
revenue. How will revenue increase? As stated earlier in this chapter, guests want and
will pay for the appropriate level of service. They will see value in a higher room rate
because they are willing to pay for products and services that meet their requirements.