Question 1:

(a) Describe the term "quality" within the hospitality industry and explain on what it stresses and how it influences an organization.

(b) Introduce the concept of Total Quality Management and explain how this can help in managing good service quality.

( c) Explain what you understand by the phrase: "When managing quality well, total quality improvements can be achieved." Illustrate your answer with a diagram.

Question 2:

(a) Show the emergence of leisure in hospitality. Identify the trends of leisure in hospitality.

(b) Describe what are the considerations to be taken when implementing hotel leisure facilities.