Quality Assurance & SOPs

Quality Assurance in Hospitality and Tourism must be important to any operator who seeks total service and business excellence.


Quality is defined as “consistent delivery of agreed service standards” – how consistent is your service?

Quality Management is based on two key factors:

  1. Setting and agreeing operational standards
  2. Delivering these standards on a consistent basis.

Setting operational standards requires a structured approach. Operational standards or “Standards of Performance” (SOPs) are guidelines to excellence.


Our approach

We conduct an assessment of your operation in order to understand your current service performance; this includes reviewing your existing service guidance.

We then lead you through the “setting standards” process. Standards are not set by us but by your operations team. Total quality management should apply to all sectors of your business – however, customer facing departments must be in the forefront:

  • Restaurant and/or Food & Beverage operations
  • Food production
  • Housekeeping
  • Front Office
  • Reservations and Sales


Tailor made workshops with your team will ensure that the set standards meet your businesses requirements. NOTE: Setting standards does not have to be complicated.

Without operating standards there can be no consistency.

Without proper training of your service standards you will not achieve the desired results.

We address the operating standardstraining process” and “control measures” which are both essential to achieving a consistent service performance.


Contact us for more detailed information and to discuss your requirement.

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