Quality Certification for Hospitality/Accommodation/Hotel
The following points apply to the quality assurance and quality management in hospitality/accommodation/hotel:
General (static criteria)
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- 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:
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- 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)
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- 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
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