The purpose of this study is to explore Malaysian hotel general managers or quality executives’ experiences in implementing Total Quality Management (TQM) practices. Specifically, this study tries to understand the benefits of applying TQM practices, the challenges or barriers faced during the implementation process, and to identify strategies or success factors in implementing TQM. Individual interviews will be conducted with general managers or quality executives who are currently or were previously responsible for quality programs at three-, four- and five star rated hotels. Hotels must have been operating for one year with a minimum occupancy rate of 60% and located in the nation’s central region. This study will provide useful findings for the betterment of quality practices in the Malaysian hotel industry. The information on benefits, challenges or barriers, and strategies or critical success factors will provide quality management best practices for use as benchmarks by other hoteliers. Additionally, findings will help hotels’ management teams better organize, strategize and exploit their resources in ensuring the success of quality management programs.