TABLE OF CONTENTS Hospitality Assured is The Standard for Service and Business Excellence in hospitality, championed by the Hotel and Catering International Management Association (HCIMA) and supported by the British Hospitality Association (BHA).
The standard is fully endorsed by the British Quality Foundation and the Quality Scotland Foundation as meeting the criteria in the EFQM Excellence Model, which is owned by the European Foundation for Quality Management (EFQM). It is the only standard within the Hospitality Industry that focuses on the customer experience.
The process for achieving Hospitality Assured recognition is rigorous. It takes into account customer opinion and considers all the aspects of service from the cus tomers' point of view. This is an accreditation which is not achieved easily. It is an ongoing process that provides a series of performance indicators against which an organisation can continually judge and measure itself.
Hospitality Assured gives customers the opportunity to choose an organisation where high quality service is guaranteed. The hallmark of Hospitality Assured accredited organisations is a powerful desire to exceed customer expectations, within a climate of continuous improvement and business excellence. Customers can therefore be confident that they will be satisfied by any organisation that is Hospitality Assured.
The Standard for Service and Business Excellence comprises 10 steps.
The ten steps comprise 49 key requirements or criteria. These are all measurable objectives. The standard, however, is not prescriptive. It does not lay down precisely how objectives will be met they will vary organisation by...
