Abstract
<jats:p>The chapter examines the role of Total Quality Management (TQM) tools and techniques in enhancing operational efficiency and customer experience within hospitality operations. It explores the application and integration of key quality management approaches, including Six Sigma, Lean systems, ISO 9001 standards, and the PDCA cycle, in addressing service quality challenges and improving consistency in service delivery. The chapter highlights the importance of aligning technical quality tools with human-centered frameworks such as Human Sigma and customer experience management to achieve sustainable service excellence. Through a conceptual and integrative literature review, the chapter develops a comprehensive framework linking quality management practices with operational efficiency, employee engagement, and customer satisfaction outcomes. The findings emphasize that the combined use of these tools enables hospitality organizations to reduce inefficiencies, enhance service reliability, and deliver superior customer experiences.</jats:p>