People and quality: the case of Delta Hotels

Abstract

Analyses the concept of quality in the hotel industry. Emphasises that quality has to be a part of the culture of an organisation. Presents Delta Hotels in Canada as an exemplary case study in relation to people and quality initiatives. Delta has, over the years, built a good reputation and currently ranks as the best hotel company to work for in Canada. Presents the companys’ vision, mission and philosophies for people and quality. Lists nine key quality principles and four people resource systems and outcomes. Concludes by making ten recommendations to hotel companies considering implementing effective people and quality concepts.