Specialized Lecture on Quality Control in Tourism Establishments Enhances Knowledge for Quality Management Students
As part of ongoing efforts to link theoretical knowledge with practical applications, Professor Dr. Omar Al-Ananzeh hosted Mr. Mohammed Al-Sharman, Manager of Ma'in Hot Springs Resort, within the Quality Management course, to deliver a specialized academic lecture titled “Quality Control in Tourism Establishments.”
The lecture addressed several key knowledge areas relevant to tourism and hospitality students. Mr. Al-Sharman explained the concept of Total Quality Management (TQM) in the tourism sector, highlighting the difference between perceived quality from the customer’s perspective and the actual quality delivered by the establishment. He also emphasized the importance of building an integrated quality system based on clear standards and precise operational procedures to ensure consistent high-level service delivery.
He pointed out that quality control is not limited to performance monitoring but also includes prior planning, continuous staff training, and adopting an organizational culture based on continuous improvement. He further discussed quality measurement tools such as customer satisfaction surveys, periodic evaluations, and complaint analysis, stressing that these tools form the foundation for effective managerial decision-making.
In an important part of the lecture, Mr. Al-Sharman shared practical experiences from his work at Ma'in Hot Springs Resort, explaining how to deal with operational challenges such as maintaining service quality during peak times, managing customer expectations, and ensuring compliance with health and environmental standards.
He also highlighted the role of human resources in achieving quality by selecting, training, and motivating the right employees, as they are the most critical element in delivering an outstanding tourism experience. He emphasized that investing in human capital directly impacts customer satisfaction and the organization’s reputation.
The lecture witnessed strong engagement from students, who asked numerous questions reflecting their interest in the practical aspects of the course. This contributed to deepening their understanding of quality concepts in the tourism sector. This guest lecture is part of a series of academic activities aimed at enhancing students’ practical experience and preparing them for the labor market with high competence.
