Integrating Total Quality Management and Human Resources Management in Hospitality: A Case Study of Swissotel Hotel & Resort

Abstract

This study examines the link between Total Quality Management (TQM) and Human Resource Management (HRM) in the hospitality sector through a case study of Swissotel Hotel & Resort. Swissotel integrates TQM across key departments Human Resources, Sales & Marketing, and Food & Beverage to consistently deliver superior services and products. Employing a mixed-methods design, the research combines qualitative insights from management practices with quantitative analysis of customer and employee reviews sourced from platforms such as Accor, Booking.com, TripAdvisor, Glassdoor, and Indeed. The SERVQUAL scale is used to evaluate the quality of service and product. Findings show that Swissotel’s dedication to continuous quality improvement, supported by ISO 9001 certification and EFQM membership, significantly boosts customer satisfaction and employee engagement. Moreover, effective HRM strategieslike targeted training, competitive compensation, and supportive leadership are essential for successful TQM implementation, offering recommendations to sustain a competitive advantage.