It is generally recognized, that tourism constitutes a considerable economic activity for an area or a country. The need for effective customer services in modern hotel enterprises becomes top priority by the businessmen. The hotel managers, study and analyses continuously in every detail running tendencies of their sector, in order to provide to their customers, high quality services and hospitable installations with all modern comforts. Main objective and mission of hotel enterprises is the most excellent customer services, the greatest satisfaction of their expectations through the process of continuous improvement and upgrade of the offered services. In our project is talking about total quality management in the hotel which is a participatory process that empowers all levels of employees to work in groups in order to establish guest service expectations and determine the best way to meet or exceed these expectations to ensure the best quality service which guarantees complete customer by Identifying the specific expectations of customers, the dimensions of the service quality, and their relative importance for customers for each specific segment of hotel industry would definitely help managers in the challenge of improving the service quality , find out how the Engineering Department supports the hotel goal of quality management together with the factors and practices that could impact the department both positively and negatively to achieve the quality.
In part two we distributed the questionnaires among the hotel’s staff and customers of the hotel, we collected the questionnaires in order to analyze the data . After analyzing the data we discussed the analyzed data and listed the positive and negative points to focus on weakness points. Finally we listed the results and put the conclusion and the recommendations.