نوع فایل:Word (قابل ویرایش)تعداد صفحات :سال انتشار : 1394چکیدهTotal Quality Management (TQM) methodology can help organizations to achieve business excellence. This methodology is also useful for the hospitality industry; almost all hotels focus on quality management to improve their business by enhancing customer satisfaction, competitive advantage and retaining guest loyalty. TQM is teamwork; every functional department must work cohesively together and support each other in order to achieve business excellence. Different departments in a hotel have different roles in delivering the service to hotel guests. This dissertation is aimed to find out how the Engineering Department, a back-of-house department in a hotel, 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 qualityواژگان کلیدی