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Volume 7, Issue 6
1 November 1995
International Journal of Contemporary Hospitality Management Cover Image for Volume 7, Issue 6
Case Report| November 01 1995

Bergstrom Hotels: a case study in quality

;
Deborah Breiter
Assistant Professor in the Hospitality and Tourism Services Program at New Mexico University in Las Cruces, New Mexico, USA.
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;
Stephen A. Tyink
Director of Human Resources and Quality at Bergstrom Hotels in Neenah, Wisconsin, USA.
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Susan Corey‐Tuckwell
Director of Quality & Training at the Hotel Del Coronado in Coronado, California, USA.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1757-1049
Print ISSN: 0959-6119
© MCB UP Limited
1995
International Journal of Contemporary Hospitality Management (1995) 7 (6): 14–18.
https://doi.org/10.1108/09596119510095343

Total quality management in hotels is becoming more commonplace. But the meaning of total quality management (TQM) is often misunderstood. Presents an overview of TQM and a case study of quality processes in a US hotel company. Bergstrom Hotels of Wisconsin has been practising quality principles since 1989. What started out as a“quality commitment” has evolved into “continuous improvement”. Explains a variety of the tools used by Bergstrom,including the team process, data‐based decision making, and human resource support systems.

Keywords: Hotels, Human resource management, Quality, Teams, Training
© MCB UP Limited
1995
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