Authors: Evangelia Kasimati, Panagiota Dionysopoulou, Eleni Mouratidou

Title: Total Quality Management, in Luxury Hotels, in region of Attica

Abstract

Total Quality Management is a management system which focus on delivering quality services and products to the customers, with the participation of all the people who are involved in the production, directly or indirectly. The purpose of this research is to investigate the Total Quality Management in luxury hotels throughout the region of Attica. Furthermore, there are exanimated  the contribution of the Human Resources and Standards Operating Procedures of the Hotel companies in the implementation of the Total Quality Management.

According to the results of the current research, the Leadership of the Hotel Industry in Attica have acknowledged the fact that the policy of providing quality services and products is aiming to the continuous evolvement of their services. Additionally, having as valuable tools of the continuous improvement the Standard Operating Procedures and as methods of quality control the Quality Management Systems and the Mystery Guests, they focus on the appreciation of their customers. In terms of Human Resources improvement are of great importance in matters of leadership, internal communication and empowerment. The implementation of the successful factors of the Total Quality Management, undoubtedly, leads to the prosperous economic development of these companies.

Keywords
Total Quality Management, Quality Services, Luxury Hotels, Standard Operating
Procedures, Mystery Guests, Human Resources