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.