The purpose of this research is to understand the state of art of total quality management in Hong Kong Hotel Industry and to develop a model of business excellence to help monitor and guide hoteliers in search of excellence. With this in mind, a preliminary study was conducted to understand the concepts, management practices, barriers to their implementations and future plan that are pertinent to total quality management. Founded on Kanji's Business Excellence Model, the Business Excellence Model for Hong Kong Hotel Industry is developed, tested and applied using survey data from 28 members of the Hong Kong Hotels Association and the questionnaires are mainly responded by directorates of the hotels. To compliment the business excellence study, over 2,400 interviews were made from guests of 62 hotels to set up a customer satisfaction index for Hong Kong Hotel Industry. A full-scale study on customer satisfaction for three international and two Asian hotels is included as a case study. Five critical success factors are identified in the preliminary study and they are People Management, External Customer-Satisfaction, Teamwork, Internal Customer-Satisfaction and Leadership. Under staffing is the major barrier to the hotel's implementation of TQM in terms of both frequency and degrees of difficulty, and the approach believed to be short-lived gimmicks or fads comes second. The customer satisfaction survey 1999 reveals that Customer Satisfaction is mainly influenced by both Expectation and Perceived Quality. This, perhaps, gives the hoteliers the starting points for improving their customer satisfactions. Contrasts between the two groups of hotels in the case study reveal that the Asian group outperforms the International group of hotels in all the five dimensions of the Customer Satisfaction Model for both sexes and for both ethnic groups of White and Chinese. This indicates that the difference is something fundamental, perhaps in their quality cultures, quality initiatives and, most importantly, leaderships.

Vår studie belyser hur hotellverksamheter arbetar med social hållbarhet kopplat till sextrafficking. Studien undersöker hur hotellen arbetar förebyggande mot sextrafficking, vilka utmaningar personalen upplever i verksamheten sett till förebyggandet av sextrafficking samt hur Corporate social responsibility (CSR) används i verksamheten kopplat till sextrafficking. Vårt syfte är att undersöka hur svenska hotellföretag arbetar med ärenden kring sextrafficking i sin verksamhet. För att möjliggöra detta genomförde vi intervjuer med åtta informanter anställda på tre olika hotell. Kriterierna för hotellen var följande: medelstora hotell (100–250 rum), belägna i en stad i mellansverige och att en ansvarig chef kunde ställa upp på expertintervju. Expertinformanten valde en eller flera i personalen från receptionen, restaurangen eller housekeeping som informanter till kvalitativa intervjuer. Huvudbegreppen som lyfts fram är sextrafficking och CSR. Det finns mycket forskning kring sextrafficking och CSR, men dessa fenomen satt i samma kontext alltså hur förebyggande av sextrafficking är en del av CSR visar att en teoretisk lucka finns. Utöver att använda sig av CSR finns olika certifieringar och checklistor som kan underlätta ett förebyggande arbete. Dock är det upp till ledningen eller chefer att implementera dessa arbetssätt för att arbeta mot sextrafficking. Studien visar att hotellen vidtar åtgärder för att förebygga sextrafficking, men det sker på olika nivåer och olika aktivt. Resultatet av studien visar att hotellen letar efter spår i bokningar från externa kanaler när de får en misstanke. Informanterna konstaterar även att personalen agerar på misstänkta fall utifrån den svenska lagen mot sexköp som är en skyddsaspekt för att vidta åtgärder mot sextrafficking. Utmaningar för personalen är olika typer av profilering av gäster, bristen på utbildning, tyst kunskap, och digitalisering som tar bort mötet med gäster. Informanterna belyser att polisen är en viktig resurs samt andra hotellaktörer på platsen. Resultatet visar att hotellen arbetar med CSR och har lokala samarbeten för att förebygga sextrafficking. / Our study highlights how hotels work with social sustainability linked to sex-trafficking. The study examines how the hotels work preventatively against sex-trafficking, what challenges they experience in the business and how corporate social responsibility (CSR) is used in the businesses linked to sextrafficking. The aim of the study is to investigate how Swedish companies in the hotel industry take measures to prevent sex-trafficking of people. To enable this, we conducted interviews with eight respondents employed at three different hotels. The criteria for the selected hotels were as follows: Medium size hotels (100 – 250 rooms), located in a city in central Sweden and that a responsible manager could provide an expert interview. The managers from the expert interviews chose one or more staff from reception, restaurant or housekeeping as respondents to the qualitative interviews. The main concepts highlighted are sex-trafficking and CSR. There is a lot of research on sex-trafficking and CSR as two separate terms, but these phenomena set in the same context show that there is a theoretical gap on how sex trafficking can be prevented as part of CSR. In addition to using CSR, there are different certifications and checklists that can facilitate preventative work. However, it is up to the management or managers to implement these working methods to work against sex trafficking. The study shows that the hotels take measures to prevent sex-trafficking, but it is done at different levels and the work is done differently. The results of the study show that the hotels look for different traces in the bookings coming from external channels. These traces help staff identify suspicions even before the guest arrives. The respondents also note that the Swedish law against sex purchases is a protection aspect to act on suspicious cases. Challenges identified by the companies are different types of profiling of guests, lack of education, tacit knowledge, and digitization that takes away the meeting with guests. The hotels highlight that the police and other hotels on the site are an important resource. The results also show that the hotels work with CSR and have local collaborations to prevent sextrafficking.