Quality Assurance and Standards of Performance2018-08-10T16:31:36+00:00
SOP and Quality Management

Quality Assurance and Standards of Performance

The gateway to business excellence and profit

“Quality assurance and standards of performance” is not a commonly addressed topic in hospitality and tourism.

But how can businesses state that they provide “the best customer care and service” or service excellence and a quality operation” if quality assurance is not addressed?

Did you know that quality is defined as “consistent delivery of agreed standards”?

So what is Quality Management? For me it is based on two key factors:

  1. setting and agreeing operational standards and/or procedures
  2. delivering these standards on a consistent basis

Setting operational standards and procedures requires a structured approach. I can assist you!

Standards of Performance

Quality assurance is achieved by setting standards of performance. Your operation requires proper guidelines to maximise the service performance. Staff members will then know how to execute the expected service level.

Think about where a standard has to be set and met - for example: How to

  • make up a guest bed?
  • placing toiletries in a guest bathroom?
  • take a food and drink order for a customer?
  • serve wine by the bottle?

Standards of performance have to be performed by all staff members and management in the same way to run a business on quality assurance principles. “Meeting the standard” is the foundation of quality assurance. Thus, if all staff members deliver your standards at 100% all the time - or consistently – you have a quality operation.

Now you will say: why 100%; I am happy if I reach say 75%. Just imagine the airline pilot operating a plane at 75% - would you be happy? Are our customers happy to receiving a 75% service?

Therefore, standards in the hospitality industry are important – I believe. And we need to work on them to raise the bar of service.

When standards are met we have a quality operation. When standards are NOT met we have an “error” in our system which may cost us profit – or worse.

I can help you with improving your service performance and meeting the standards you seek to achieve.

My approach

Firstly, I need to conduct an assessment of your operation in order to understand your current business structure and service standards; this includes reviewing your existing service guidelines and requirements.

Once we (you and I) have defined the loop-holes, I will move on to the next step to “setting standards”.

This process must be done with you and your team - per operation area.

And trust me: this process does NOT have to be complicated!

I conduct workshops with your team and use photographic examples where possible.

For example: how can we get from servicing coffee form “standard A” to “standards B”

"Standard A"

Standard B

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
  • Housekeeping
  • Front Office
  • Reservations and Sales

My approach will include addressing the “training process” and “control measures” which are both essential to achieving a consistent service performance.

Remember: without operating standards there can be no quality!! AND - without proper training you will not achieve the desired results.

I can help!

My ambition is to establishing standards of performance in tourism and hospitality operations which will have lasting effects.

I train staff and management on how to adhere to standards of performance.

In addition I will explain what to do when standards are not met – how to correcting “errors”.

Standard Operating Procedures

Examples of Standard Operating Procedures (SOPs) are recruitment, Health & Safety, food hygiene, licensing or training procedures.

SOPs are rules and instructions – guidelines on how your business is to be managed and run.

Without such procedures it is difficult to operate any business. If SOPs are not in place or insufficient, “rules” may just be made up by each staff member. This includes that legal requirements may be disobeyed with possibly sever consequences.

How firm or sound are your operating procedures?

My approach

A thorough assessment of your operation will be conducted – what is in place and what is missing.

I will also look at your current structure of guidelines or SOPs; this includes reviewing your existing documents based on your requirements.

You will receive my recommendations and solutions how to establish a more quality oriented business. Again – this process does not have to be complicated!

Contact Hospitality Advice for more detailed information and to discuss your requirement.