International Research Journal of Management, IT & Social Sciences Available online at https://sloap.org/journals/index.php/irjmis/ Vol. 6 No. 2, March 2019, pages: 22~30 ISSN: 2395-7492 https://doi.org/10.21744/irjmis.v6n2.603 22 The Implementation of Total Quality Management (TQM) in Housekeeping Department of W Bali-Seminyak (A Case Study in Housekeeping Department) I Ketut Yasa a Article history: Abstract Received: 9 September 2018 Accepted: 31 January 2019 Published: 16 March 2019 Competition in the business field is rapid and tight, particularly in the hospitality industry. A company needs the efforts to do continuous improvement toward the potential of human resources, process, and the environment to bring about the best quality of product or service. The effective and efficient way to improve those capabilities is by implementing Total Quality Management (TQM). TQM contributes the benefit such as increasing the competitiveness of the company. TQM concept denotes the concept of continuous improvement that applies to every level of the operation. W Bali – Seminyak, specifically housekeeping department has objective to offer the unique and special moments, inventing the creative staff, and recultivating the hospitality in Bali which committed to implementing TQM optimally. The purpose of the study was to investigate the implementation of Total Quality Management in the housekeeping department of W Bali-Seminyak as well as the obstacles to it. Methods of analysis used in this study were descriptive qualitative and descriptive statistical analysis. The result of this study indicated TQM had been implemented in the housekeeping department, W Bali- Seminyak. The elements of TQM applied in that department had a focus on the customer, obsession of high quality of products and services, scientific approach, long-term commitment, teamwork, continuous system improvement, education and learning, freedom in control, focused purpose as well as involvement and empowerment of the staff to enhance the service quality by the TQM theory. The obstacles of implementing TQM in Housekeeping Department are divided into an internal and external obstacle. The internal obstacles are the limitation of the employee (manpower), the application of job description, the physical condition of the hotel, the new employee with lack of knowledge of hotel and hard to adapt with the culture of a hotel, empowerment tends to be premature. The external obstacles such as a characteristic of guest and delivery delay from a supplier. Keywords: business; hotel culture; human resources; staff empowerment; total quality management; 2395-7492© Copyright 2019. The Author. This is an open-access article under the CC BY-SA license (https://creativecommons.org/licenses/by-sa/4.0/) All rights reserved. a Politeknik Negeri Bali, Kampus Bukit Jimbaran, Bali, Indonesia