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ABSTRACT
This study aims to analyze the quality control done by Papandayan Hotel with the Malcolm Baldrige method. Quality control can be determined by looking at the characteristics and standards set by the company in accordance with what is perceived by consumers. The data used were obtained from the initial questionnaire, in-depth interviews with human resources managers and literature studies on quality control. The research method used in this research is qualitative method with descriptive approach and explorative research type because in this research describes and explains the object of research in depth. In analyzing the quality control of Hotel Papandayan using Malcolm Baldrige model. The results showed that the quality control of Papandayan Hotel's service products based on the perception of the company is in the industry leader. While the results of research based on consumer perceptions, product quality control services Papandayan Hotel is in the benchmark leader category. The conclusion of this study is the quality characteristics of Papandayan Hotel's service is to focus only on human resources, existing facilities, customer relations, and results.
Keywords: Quality Control, Malcolm Baldrige, Hotel
1. INTRODUCTION
The growing hospitality services industry in Bandung makes companies in the hospitality industry must know that they have many competitors who provide similar services so it takes a strategy to win the competition so that the company can survive. One strategy that can be done by the company is to pay attention to the quality of products offered. According to Heizer and Render (2004: 253) quality is the overall features and characteristics of products or services that are able to satisfy the needs of the visible or the disguised. Companies must maintain the quality of its products, especially companies that produce service products then it takes the activity in maintaining the service product that is quality control.
Tourism and hospitality have a very close relationship. This is because hospitality becomes one of the facilities and infrastructure that support the development of the tourism sector. Travelers need a place to stay and the role of the hotel will be seen to meet the needs of these travelers. From the economic side, can be seen the relationship between tourism and hospitality, namely the higher the number of tourists in an area then...