Quality Certification for Hospitality/Accommodation/Hotel

The following points apply to the quality assurance and quality management in hospitality/accommodation/hotel:

General (static criteria)

• • All legal permissions and required ensurances to run the hospitality object
  • Compliance to the respective national star ratings
  • Overall condition of the rooms/appartements/studios/surroundings in relation to the standards and price
  • Coherence of all details space/condition of toilets showers etc, reception area
  • Qualification and competence oft he staff

Communication:

• • Public description of the offers (Internet, printed matters) in reasonable relation to reality (print and online)
  • Implementations oft he regionally prescribed privacy guidelines for personal data
  • Reaction to queries (Telephone, Internet)
  • Reservation, check-in/check-out process

Quality management (dynamic criteria)

• • General strategy, aims, unique selling propositions, image, quality demands
  • Own quality criteria according to strategy and formulation of Key Quality Indicators (KQI)
  • Souces oft he KQI (e.g. feedback of customers and partners, staff education programme, staff satisfaction etc.)
  • Clear structure of responsibilities and workflows of quality related issues in the company
  • Evaluation of the KQI on a regular basis and written reports about them
  • Written reports on quality relevant changes in the company