The Implementation of Total Quality Management Principles through Employee Involvement at Syariah Hotel Solo

Abstract

Total Quality Management (TQM) is a comprehensive approach to quality management aimed at involving all components of an organization in the process of continuous improvement. In the hospitality industry, the implementation of TQM is considered crucial as it directly impacts service quality and customer satisfaction. It is also essential for ensuring high operational standards and maintaining a strong reputation. This article aims to examine the implementation of TQM at Syariah Hotel Solo, with a focus on human resource involvement, particularly employees, in operational processes as a key factor in enhancing service quality. Through qualitative and quantitative approaches, this study investigates how active staff engagement influences service quality improvement based on empirical data and performance analysis. The research was conducted using in-depth interviews, participatory observations, and an analysis of the hotel’s operational performance data. The findings indicate that staff involvement significantly contributes to service quality improvement; however, challenges remain in ensuring consistent implementation. This study highlights the importance of effective change management and continuous training enhancement to sustain the positive outcomes of Total Quality Management implementation.