Quality assurance - the gateway to business excellence
Quality Assurance is not commonly addressed in hospitality and tourism. However, quality assurance must be considered by any business which seeks to achieve total service excellence and/or a quality operation.
Quality is defined as “consistent delivery of agreed standards”
Quality Management is based on two key factors:
- setting and agreeing operational standards and/or procedures
- delivering these standards on a consistent basis
Setting operational standards and procedures requires a structured approach. We can assist!
Standards of Performance
Standards of performance are guidelines which are meant to ensure that your service is handled and managed perfectly.
Some examples are: what is the standard
- to make up a guest bed?
- for placing toiletries in a guest bathroom?
- to take a food and drink order from a customer?
- to serve wine by the bottle?
Standards of performance have to be performed by all staff members and management in the same way – this then means “to meet the standard”.
When standards are met we have a quality operation.
We assist establishing standards of performance in tourism and hospitality operations. We also train staff and management on how to adhere to standards of performance and what to do when standards are not met – correcting “errors”.
Hospitality Advisory Services conduct an assessment of your operation in order to understand your current structure of service standards; this includes reviewing your existing service guidelines and requirements.
The next step is to “set standards” with you and your team - per operation area. This process does NOT have to be complicated! We conduct workshops with your team and use photographic examples where possible.
Total quality management must apply to all sectors of your business. However, customer facing departments must be in the forefront for performance standards:
- Restaurant and/or Food & Beverage operations
- Food production
- Front Office
- Reservations and Sales
We address the “training process” and “control measures” which are both essential to achieving a consistent service performance.
Without operating standards there can be no quality!
Without proper training you will not achieve the desired results. We can help!
Standard Operating Procedures
Examples of SOPs are recruitment, Health & Safety, food hygiene, licensing or training procedures.
Standard Operating Procedures are also sometimes called SOPs. These are rules, regulations and general operating procedures documented for all staff members and management to follow - guidelines how your business is managed.
Without such procedures it is difficult to operate a business. If SOPs are not in place, “rules” may just be made up; legal requirements may be disobeyed with possibly sever consequences.
Again, we would conduct an assessment of your operation in order to understand your current structure of guidelines or SOPs; this includes reviewing your existing documents and requirements. Our recommendations would then follow.
Contact us for more detailed information and to discuss your requirement.