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ABOUT HOTEL QUALITY ASSURANCE FOR SPHM HOSPITALITY

Recent Customer Survey Results (Hotels)

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Repeated shortfalls in consumer perception:

  • Slow check-in and check-out process (i.e. Inquisition on mini bar consumption on check out)

  • No record of reservation, no recognition

  • Poor value – higher expectation

  • Confusing room rates posted on the web

  • Uncomfortable bedding & quality of linen

  • Complicated internet connection & technology and charges for service (WI-FI)

  • Poor acoustics, interior & exterior noises

  • Noisy and uncontrollable air conditioning/heating

  • Poor cleanliness of room & bathroom

  • Tired facilities – poor maintenance

  • Small gym, old exercising machines, inadequate pool

  • Limited in-room entertainment

  • Unfriendly employees

  • Poor shower pressure and drainage

  • Less than average food in the hotel restaurant(s) and room service

  • Poor lighting (working desk, bathroom, reading lights)

  • Control of curtains and total black-out

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Key Customer expectations (Recent Survey):

  • A reliable brand/hotel with good facilities and services

  • A comfortable room with good acoustics and controllable temperature

  • A good quality sleep, bedding, linen, well-equipped bathroom and strong shower

  • WI-FI; smooth connectivity, superfast, uninterrupted access in all areas and FREE

  • Cutting-edge technology & entertainment

  • Recognition; remember me, give me what I need, when I need it

  • Good location with easy access

  • Cleanliness, efficiency, well-trained and knowledgeable staff

  • Safety & Security at all times

  • A good/quality breakfast

  • Value perception

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The Quality Assurance Committee has to take all the above when planning their role /processes, with the objective of achieving measurable consistency of all standards, at all times.

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Quality Assurance Committee Policy & Objective

Objective is always to be a customer-driven organization. All the operational standards,processes and measurements revolve around continuous improvements, total customer satisfaction, repeat business, customer retention and market position.

 

To facilitate this, a quality culture must be created within the entire management team of each hotel which must establish a Quality Assurance Committee to assure development and compliance with all set standards and good practices at all times.

 

The Quality Assurance Committee is to be headed by a strong/qualified leader, assisted by Committee members within the hotel which is fully supported by the company/owner and the General Manager.

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PROCESS:

  • Obtain the company/owner’s commitment and support

  • Appoint a qualified and committed Quality Assurance Director within the hotel

  • Appoint Quality Assurance Committee members

  • Set objectives and measurable standards

  • Allocate adequate funds and timing.

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Characteristics of a successful Quality Assurance Director:

  • Someone who wants the position and the responsibility

  • who is able to devote at least one day per week devoted to quality assurance

  • who has the respect of his/her peers

  • who is upwardly mobile

  • who is politically astute

  • who has administrative skills

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Characteristics of a successful Quality Assurance Committee member:

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  • Should be a Division Head (minimum) or higher

  • Should be willing to devote the necessary time

  • Can accept constructive criticism and productive change

  • Has diverse skills

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Topics to be covered in an applicable quality assurance statement and process (by the company):

  • Complete measurable standards in writing at every level

  • Training for all in the implementation of standards

  • Total commitment to measuring performance

  • Commitment of time and money to the QA programme

  • Support for the Director and Committee

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Quality assurance begins when meaningful and measurable standards have been created for all areas of the operation. Excellence is not achieved by writing standards, it is achieved by implementing them effectively at every level in line with company and brand needs and expectations.

Quality and excellence is a top-down, continuous process and thus standards will apply to every level of the organization

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