Analisis Total Quality Management dalam Manajemen Operasional di Hotel Ramayana Situbondo

Abstract

This study analyzes the implementation of Total Quality Management (TQM) in the operational management of Hotel Ramayana Situbondo. The hotel requires a management system focused on quality to achieve the desired level of service quality and customer satisfaction, which is the implementation of TQM. The purpose of the study is to describe and analyze the implementation of TQM in the operational management of Hotel Ramayana Situbondo. The research method used is qualitative research with domain analysis and taxonomy analysis techniques. Data were collected through interviews, field observations, and documentation. Hotel Ramayana Situbondo implements TQM by prioritizing customers, respecting individuals, adopting a fact-based approach, and pursuing continuous improvement. However, there are challenges in implementing the fact-based approach, leading to less optimal managerial decisions. Other challenges in pursuing continuous improvement include updating facilities, limited staff numbers, and the absence of employee training programs. The hotel needs to update its resources as part of continuous improvement efforts to achieve higher service quality and significantly enhance customer satisfaction.