This work addresses the growing interest in total quality management (TQM) within the hospitality industry. It examines theories and developments in quality management, and looks critically at the subject in an international context. Drawing on the authors' experience, the text compares and contrasts examples of quality practices from the UK, Ireland, Europe, USA, South East Asia, and the developing countries of Eastern Europe. The book has a strong practical emphasis and seeks to encourage debate of key issues at the end of each chapter. Topics covered include: strategic analysis of the hospitality industry; quality and competitive advantage; hard and soft quality management; human resource issues; infrastructure requirements; and evaluating quality.