Quality Assurance in Hospitality

Quality Assurance in the hospitality industry

The term 'quality assurance' is mentioned many times in various situations in an

assortment of industries, and it has befallen to be an essential part of establishments drawn into

the prerequisite of hospitality services. Those businesses which operate effectively will all be

presenting quality product and service. The definition of 'quality', is a slanted term, and can

imply anything from the novelty of the features, to the way meals are cooked at the breakfast bar

and the style in which they are served to guests.

If one can't really appraise “quality”, one therefore cannot provide an “assurance” that

certain standards of quality are at hand within your business.

Award-winning hotels, such as the Hampton Inn and Suites in Burlington( N.C.) have

such physiological system in place, that their trained staff provides service to the standards they

have layed down as an absolute minimum. Additionally, ensuring the upholding of their quality

standards, those establishments customarily work on a standard of constant improvement in their

routine. This process is intended to build up a culture of quality throughout the establishment,

and to keep it at the peak end of the attractive amenities.

It is vital that establishments constantly go all-out to advance the quality of their product

and service.

Chief quality procedures used in the hospitality industry are: the star rating system, Gold

plate and other similar award frame works, critical guide books and articles in newspapers and

magazines. The superior ones use reliable criterion and experts. Uniform criteria for making

conclusions are an important tool in the measurement of quality.

The cost of not providing quality

Evidently, if hotel is providing a product or service

that does not meet the quality expectations of its clientele,

benefaction will fall and revenue will have gone astray.

Guests will nag and nitpick the product and that it may have

to be remade or the service needs to be provided again. This throws into the rather rapid loss of

business.1

  Being that hospitality and tourism is big in the Caribbean, Quality Assurance,

above all is key especially within underprivileged economies. Hospitality and Tourism is one of

the major growth industries across the world today.2 In the Caribbean, it is the largest contributor

to the Gross Domestic Product of many of the island nations, and is the primary factor in the

emerging quality of life of the province. The opportunity of development in the economies of

these countries can be greatly improved by enhancement in efficiency and quality of service that

may result from enhancements in human resource development through education and training.

Hospitality and Tourism education and training would benefit from the introduction of quality

assurance measures across the region as well as internationally.

1 "Quality Assurance." Quality Assurance. Web. 06 Dec. 2014. <https://sielearning.tafensw.edu.au/toolboxes/KitchenOps/tools/office/sous/quality.html>.

2 "Quality Assurance." Quality Assurance. Web. 06 Dec. 2014. <https://sielearning.tafensw.edu.au/toolboxes/KitchenOps/tools/office/sous/quality.html>.

The designation of Quality Assurance that is used throughout this paper is that offered by

the International Network of Quality Assurance Agencies in Higher Education (INQAAHE) in

1992. It says:

“Quality assurance may relate to a programme, an institution or a whole

higher education system. In each case quality assurance is all of those

attitudes, objects, actions and procedures which, through their existence and

use and together with the quality control activities, ensure that appropriate

academic standards are being maintained and enhanced in and by the

programme, institution or system.” 3

Quality assurance comes in different forms for example: accreditation, assessment,

academic audit and external examination. These are different ways to educational quality

evaluation. Customarily to each practice is the augmentation of standards; the purpose of those

values to a program or institution by intermediaries for the intention of assessment and

enhancement and the ensuing improvement of the educational institution.

A successful quality assurance and control structure is “underpinned” by extensive

contribution, helpful pipelines of communication, the measurement of standards and satisfactory

verification, the recognition of task and duty by staff.

A Quality Assurance System may be considered as a system which:

is clear in its specification of roles, responsibilities and procedures; enables institutional aims and obligations to be achieved;

informs decision-making;

3 Craft, Alma (Ed.). Proceedings of an International Conference: Quality Assurance in Higher Education.Hong Kong, 1991. London: The Falmer Press, 1992.

is free from individual personal bias;

is repeatable over time;

involves all staff and students;

includes the specification of standards and acceptable evidence;

prompts continuous improvement;

Is driven by quality management practices.

Burlington, North Carolina (HIS) - Month To Date (Dec) Guest Segment: 4

To evaluate quality assurance at each Hampton Inn hotel, the internal Quality Assurance

Counselor for the Hampton Inn brand assesses each property throughout the year during two

impromptu visits-sometimes with or without notice. Every area of the hotel is rated, counting

guest rooms, public areas, back-of-house areas, and parking lots.

Customer satisfaction scores are consequential from stalking studies in the form of

surveys that are sent out to customers from an outside survey company, such as Medallia as

noted above. Medallia selects past Hampton Inn customers shortly after their lodgings ( usually a

week out). The past guests are asked to grade innumerable characteristics of their stay at that

hotel, from pre-arrival/arrival, accommodations, and overall property and brand. This is one way

Hilton has responding to the guest surveys and continuing to strive for the utmost customer

satisfaction.5

4 Created December 6, 2014 10:46 AM PST Medallia, Inc.

5 "Hotel Venture Management."Hotel Venture Management. Web. 06 Dec. 2014. <http://www.hotelventuresmanagement.com/press.php>.

References

Craft, Alma (Ed.). Proceedings of an International Conference: Quality Assurance in Higher Education. Hong Kong, 1991. London: The Falmer Press, 1992.

"Hotel Venture Management."Hotel Venture Management. Web. 06 Dec. 2014. <http://www.hotelventuresmanagement.com/press.php>.

"Quality Assurance." Quality Assurance. Web. 06 Dec. 2014. <https://sielearning.tafensw.edu.au/toolboxes/KitchenOps/tools/office/sous/quality.html>.