Service Quality Management

Improved Performance and Service Excellence

Mystery Guest - Operational Assessments - Business and Service Performance Appraisals

Our mystery guest assessments are suitable for all tourism businesses. We develop a purpose build program for each client. The program addresses specific operational issues e.g. customer care issues, F&B service etc.

We conduct "one-off" assessments or developed an ongoing program for your operation. Each assessment is graded which enables us to benchmark a business performance over time and monitor improvements and success.

Ultimately our external assessment will stimulate new thoughts, provide a better understanding of your operation and it will help to refocus your business approach.

Please contact us for a more detailed description of this service or for a FREE consultation on how your business will benefit from our Mystery Guest Assessment. Also contact us if you like to join our “assessor team”.

Business Mentoring and Coaching - Obtain a different Business Perspective

We seek to

1. add value to your business
2. assist in re-focussing your thoughts about your business
3. help in formalising operational processes which will enhance efficiency
4. point out business opportunities and encourage to look at new business potentials

As an external source we may see “things differently” and this perspective may result in fresh, new and maybe innovative ideas. Jointly we will develop tangible and achievable new targets which will enhance your business performance.

For a FREE first consultation, please contact us to discuss your situation and possible requirements

Quality Assurance - Consistent Service Performance

Quality Management is based on two key factors:

1. delivering individually set operational standards
2. …on a consistent basis.

Setting operational standards demands a very structured approach and reviewing each aspect of your business.

Operational standards are also sometimes called “Standard Operating Procedures” or “Standards of Performance” (SOPs). Standards are guidelines to excellence.

For a considerable improvement in service quality, each business should strive to engage with quality management and HAS is able to assist in this process usually with tailor made work shops.

For a FREE first consultation, please contact us to discuss your situation.

Hospitality Assured - Structured Approach to Service Excellence

Hospitality Assured (HA) is the quality standard created by the Institute of Hospitality specifically for customer facing businesses. The Standard is approved by the British Quality Foundation and endorsed by Quality Scotland.

The program encourages a business to review its own operation from a customer’s perspective.

A business “Self Assessment” is at the heart of the HA process. Using a score system 10 key steps are assessed. Each step is reviewed whether operational processes are “happening”, are “done systematically” and are “effective”.

We are accredited to deliver Hospitality Assured and have been involved in several projects delivering successful accreditations.