The purpose of this book is to understand the state of the art total quality management process for the Hotel Industry and to develop a model of business excellence to help monitor and guide hoteliers in search of excellence.

The objectives are as follows:

To study the barriers and implementation of TQM in the hotel industry

To determine the critical success factors to develop Business Excellence model for the hotel industry

To validate the Business Excellence Model with relevant data

To measure the performance of critical success factors and organisational performance

To measure the strength of casual connections among critical success factors and business excellence

To set up a Business Excellence Index and customer satisfaction index for the hotel Industry