Authors: Mr. Sunder Srinivasan, Dr. Anuradha V. Karmarkar, Dr. Arun M. Sherkar, and Dr. Prerna N. Bhautik

ISBN: 978-93-7183-320-2

DOI: https://doi.org/10.59646/563

Date of Publication: January 12, 2026

About the Book:

The hospitality industry operates in an environment where service quality, efficiency, and guest satisfaction are decisive factors for success. In an era marked by intense competition, rising customer expectations, digital transformation, and sustainability imperatives, achieving operational excellence has become a strategic necessity rather than a managerial choice. Hotels today must consistently deliver superior service experiences while optimizing resources, controlling costs, and ensuring continuous improvement across all operational areas.
The textbook “Operational Excellence in Hotels: The Role of Quality Practices Adopted by Core Departments” is designed to provide a comprehensive understanding of how quality-driven practices within key hotel departments contribute to overall operational effectiveness and long-term competitiveness. This book emphasizes the interdependence of core departments—such as Front Office, Housekeeping, Food and Beverage, Engineering and Maintenance, and Human Resources—and highlights how coordinated quality initiatives can enhance service consistency, guest loyalty, and organizational performance.
This text integrates theoretical foundations with practical insights drawn from industry best practices, quality management frameworks, and real-world case studies. It explores widely adopted quality concepts such as Total Quality Management (TQM), Six Sigma, Lean principles, standard operating procedures (SOPs), service quality measurement models, and continuous improvement techniques, contextualized specifically for hotel operations. Special attention is given to the role of employee involvement, training, leadership commitment, and performance measurement in sustaining quality standards across departments.
The book is intended for undergraduate and postgraduate students of Hotel Management, Hospitality Administration, Tourism Studies, and Business Management, as well as for hotel professionals, supervisors, and quality managers seeking to strengthen operational capabilities. By bridging the gap between academic knowledge and industry practice, this textbook aims to equip readers with the analytical skills and managerial insights required to design, implement, and evaluate quality practices that drive operational excellence in hotels.
Ultimately, “Operational Excellence in Hotels” aspires to serve as a practical guide and academic resource that fosters a culture of quality, innovation, and continuous improvement—enabling hotels to deliver memorable guest experiences while achieving sustainable organizational success.