GUEST LECTURE ON QUALITY MANAGEMENT IN THE HOSPITALITY INDUSTRY

On the 10th of October 2023, the Department of Management Studies organized a guest lecture on the topic "Quality Management in the Hospitality Industry” for I MBA Students.

The distinguished speaker for this enlightening event was Mr. Godwin Rajesh, who currently serves as the Learning and Development Coordinator at ITC Kakatiya - A Luxury Collection Hotel, Hyderabad. This report aims to encapsulate the key takeaways from Mr. Rajesh's lecture, offering a comprehensive perspective on quality management within the hospitality sector. The lecture commenced with Mr. Rajesh's elucidation of quality management within the hospitality context. He emphasized that quality management in this sector revolves around not only meeting but exceeding guest expectations, all while maintaining the highest industry standards. He stressed that, in an era where customer reviews and word-of-mouth recommendations significantly influence a hotel's reputation and success, upholding and improving service quality is non-negotiable and further added that Quality management, serves as a strategic tool for not only satisfying guest expectations but also cultivating brand loyalty, fostering business growth, and securing a competitive edge in the industry. The resource person vividly demonstrated how a steadfast commitment to quality management has yielded tangible results in terms of elevated customer satisfaction, revenue growth, and an enhanced brand reputation and also provided invaluable insights and practical wisdom. His in-depth knowledge and hands-on experience at ITC Kakatiya illuminated the critical role of quality management in elevating the guest experience and driving success in the hospitality sector. The lecture served as an indispensable resource for students, faculty, and industry professionals, expanding their horizons on this crucial aspect of the hospitality business. The program was coordinated by Dr. S. B. Jeshurun, Associate Professor/MBA with the guidance of Mrs.D. Annie Rose Nirmala, Head/MBA.