Total Quality Management Practices And Quality Service Delivery In 3 To 5 Star Hotels, Nairobi City County, Kenya.

The aim of every hotel is to deliver quality service that matches customers’ expectations in any service encounter at the same time remaining profitable. The hotel industry in Kenya is faced with competition emanating from a competitive market described by globalization, changing, and soaring consumer demand for quality services, emerging touristic destinations, and increased value for their money. The hotel industry has now become more competitive than ever before and meeting customer needs is a necessity. Providing quality service determines hotels’ success or failure, hence hotels do priori…