Customer-Driven Management System as a tool for Total Quality Management Application in Hotel Higher Education Institutions in Egypt

Abstract

The study aimed at providing a direction for establishing a customer-driven management system in Egyptian governmental faculties of tourism and hotels, especially the hotel management department, as it is the main resource for the qualified employees in the hospitality industry, also to analyze the important skills required for hotel management graduates as perceived by hotel managers (human resources), educators, graduates and fourth year students of hotel studies department, Finally, the study identified quality indicators in hotel higher education faculties as perceived by educators and students. Finally, the study clarifies a proposed model that reflects the customer requirements in hotel higher education institutions.The results revealed that human resource managers perceived “the desire to learn” as the most important skills required for graduates, while educators and students perceived “Total Quality Management” as the most important skills, and the graduates perceived “Communication” as the most important skills. Also, managers, educators, students, and graduates perceived that human resource, operating skills and personal skills are very important for the graduates. Conceptual skills have a medium level of importance as perceived by educators, students and graduates, but managers perceived that these skills are not important.

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