الفهرس 
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Abstract
Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. In the hospitality industry, Total Quality Management (TQM) has become one of the topics that receive a wide attention regardless of the organization types and sizes. In this study the researcher aims to assess the performance and effectiveness of quality management department in sample of five-star hotels in Sharm El Sheikh City. Data in this study was collected through two questionnaires. Quality and assistants managers’ and Heads of departments questionnaire. Analysis of data collected from the two questionnaires, Statistical Package for the Social Sciences (SPSS). to analyze and compute them. Quest about barriers , benefits and Quality Department roles & responsibilities. The review of literature was divided into five sections. The first section pertains to an overview of Total Quality Management including TQM concept and definitions, historical background, TQM principals, benefits and implementation barriers. The second section focuses on roles and responsibilities of Quality Management department in the hospitality industry. The third section deals with TQM and employees’ job performance. The fourth and fifth sections reveal the relation between TQM and quality of service and customer satisfaction respectively. Based upon both the literature reviewed and the field study findings, recommendations could be suggested : Stabilization of the concept of service quality as a strategic objective begins with the top management and ends with beginners in the organization.