Novotel London City South is 4-star, 200-bedroom hotel located near The City of London. It attracts a mixture of mainly corporate guests during the week and leisure guests at the weekend. In recent years, sales in both markets have been decreasing and customer complaints have been rising. Staff morale is low and staff turnover is high and the hotel is finding it more and more difficult to recruit suitable employees. The staff complain about poor internal communication between departments, lack of career development, lack of consultation and involvement in decision making and lack of recognition or rewards. You are the Front of House Manager and the General has asked you to come up with some ideas on how to improve the situation. Due to declining revenue, there are insufficient funds available for product development. You believe improving quality is the solution and can be achieved with limited resources. Your task is to conduct research and address each of the following points: Clear definitions of quality in terms of business and services provision (1.1) (1.2) Discuss a range of approaches that can be taken to improve quality management (1.3 Explain the similarities and differences between the different methods (1.4)
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