A study of challenges in quality management systems practiced in hotels

This study was carried out in order to determine the challenges in Quality Management Systems (QMS) Practiced in Hotels through the department managers. The universe of the research consists of department managers working in five-star hotels in Belek, a popular tourism region of Turkey. The sample group consists of ten department managers selected by purposive sampling method. Semi-structured interview technique, one of the qualitative data collection methods and action research pattern were used in the research. The MAXQDA program was applied in the analysis of the obtained data. The data were interpreted by content analysis method. As a result of this research eight themes are determined: The advantages and disadvantages of the QMS, the evaluation of the QMS and customer relations, the evaluation of the QMS and the stakeholder relationship, the vulnerabilities of the QMS, the difficulties of hiring seasonal personnel, the evaluation of their training and the recommendations. Keywords: Hotels, Quality Management Systems, International Standards, Hotel Managers