Organisations interested in becoming Hospitality Assured
- How do I get started?
- Will the assessor understand my organisation?
- How much will it cost to become Hospitality Assured?
- How long will it take to become Hospitality Assured?
- Where can I go for advice?
- Assessment Process
- Minimum requirement for accreditation
- Do we get more than one chance to meet the standard?
Organisations who have become Hospitality Assured
- What should I do if my organisation has merged?
- How do I advertise my Hospitality Assured status?
- How can I obtain a copy of the Hospitality Assured logo?
- Once I have obtained the logo how do I know if I am using it correctly?
- How long does Hospitality Assured recognition last?
General
- Can Hospitality Assured help me achieve other quality standards?
- Can I talk to a recognised organisation?
- Who develops the Standard?
Organisations interested in becoming Hospitality Assured
How do I get started?
The first stage in becoming Hospitality Assured is to obtain a copy of the technical brief. If you then wish to implement the standard you will need to purchase the introduction pack and ideally the self-review pack. Further advice and help can be obtained from Hospitality Assured Advisors/Coaches who are approved by the Institute to undertake advisory work in respect of the Service Excellence standard. They are independent of the Institute and will charge for their services at a rate approved by the Institute. In the Highlands your business may qualify for financially supported Coaching input, please contact your LEC for further information.
The Institute can provide free presentations and you may wish to consider organising an "Introduction to Excellence workshop", details are available from the Institute, please note for an in-house workshop, a minimum of 6 participants are required
Will the assessor understand my organisation?
Assessors are chosen for their broad business background, and many specialize in working with Organisations in the Hospitality, Leisure and Tourism and Customer service sector. The quality of their work is managed by MQA, a UK; DTI approved certificating bodies that are approved to assess a range of standards, to include ISO9000 and Hospitality Assured. The Independent Assessment Body will endeavor to allocate appropriate assessors to Organisations. Organisations can request specific assessors and again subject to assessor availability for re-assessments, MQA will attempt to meet these preferences. After 3 assessments it is advised that a new assessor is introduced to the Organisation to ensure assessment impartiality
How much will it cost to become Hospitality Assured?
The assessment is charged at a national daily rate of £750 +VAT and expenses, but the size of your Organisation will dictate how many days an assessment may take. For SMEs the daily rate is £660 +VAT and expenses. Once an Organisation chart has been received, an accurate costing for your assessment can be provided. All assessment costs are made clear to you before the assessment begins. Expenses incurred by the assessor are kept to a minimum. Advisors daily rates are available from the Advisors direct and in certain circumstances funding might be available to businesses to access the time of an Advisor at a subsidised rate.
How long will it take to become Hospitality Assured?
This depends very much on what kind of changes you need to make, and how quickly you can put them into practice. The flexible nature of the Standard means that it can be used by Organisations of all types and sizes. It may be realistic to expect that an Organisation could achieve Hospitality Assured status within 6-12 months however this will vary depending on the changes needed with your Organisation. Some Organisations have been ready for assessment in less time than this; others have taken in excess of 24 months.
Where can I go for advice?
Should you require further advice and support when working towards the Standard, the Institute can provide help in the form of the introduction pack and initial presentations and supporting documentation information. Approved Advisors can provide team workshops, and information to help you and your team to understand the requirements in the standard and prepare for external assessment. Check with the Institute to find out about local Advisors operating in your region.
You can purchase a copy of the standards for £20 to include postage and packing. The standards are available in an electronic version.
Organisations wishing to implement the standard will need to purchase the Introduction pack at £120 to include postage and packing. The pack is also available in an electronic version
Contact the Institute at 020 8661 4932 or 020 8661 4916.
TopAssessment Process
An organisation can request Hospitality Assured to organise an external visit from the award's assessment body. The assessors will agree the scope of the assessment prior to the actual assessment visit and a detailed report on findings will be produced, which will include scores against the 10 steps in the standard.
Minimum requirement for accreditation
The organisation will achieve the award if it is judged to have scored an aggregate score of 60% against all 10 steps.
Do we get more than one chance to meet the standard?
Yes, if the assessor feels further work needs to be done to meet the minimum requirements they will give detailed feedback which will help you make the necessary changes required to gain the accreditation. A follow up visit usually takes place within three months of the initial assessment to measure the changes that have taken place. Alternatively you maybe asked to send in addition documentation and records to demonstrate compliance to the criteria. Accreditation will not be awarded until the Organisation has met the minimum requirements.
Pre-assessment visits can be arranged, which will provide a more detailed indication of assessment readiness. These visits can be arranged via the Institute.
Organisations who have become Hospitality Assured
What should I do if my organisation has merged?
If your Organisation has merged since achieving Hospitality Assured status please send us a new Organisation chart and your correct contact information. The scope/cost for assessment may need to change for your next re-assessment based upon the information we receive from you.
How do I advertise my Hospitality Assured status?
Once your Organisation has achieved Hospitality Assured status you will receive a plaque and certificate. You can also purchase additional Hospitality Assured plaques and certificates and use our logo on your website, company literature and stationary.
How can I obtain a copy of the Hospitality Assured logo?
Only Organisations that have been recognised as Hospitality Assured can display the Hospitality Assured logo. If you have achieved the Hospitality Assured Standard and would like a copy of the logo, please call the Institute
Once I have obtained the logo how do I know if I am using it correctly?
As long as you are Hospitality Assured, you may broadcast this fact, provided the message is honest, legal and decent, through all your normal channels of communication including company stationery, sales literature, advertising (not forgetting staff recruitment) and website. The Hospitality Assured logo is in several versions according to the quality and format required by your suppliers.
- HA logo.jpg
- HA logo.gif
- HA logo.eps
If the logo is printed in colour, please adhere to colour reference pantone green 357.
How long does Hospitality Assured recognition last?
Your next assessment date will typically be 12 months from the anniversary date of your original assessment. The Organisation will receive a reminder approximately three months in advance of the due date for re-assessment, along with the assessment cost and then you will be contacted by the Institute to confirm whether the business wishes to proceed with re-assessment. If re-assessment is sanctioned the assessment body will contact the Organisation to agree a convenient date of visit by the assessor or assessment team
In certain circumstances the Institute will approve biennial re-assessments and deploy surveillance visits in support of accreditation
General
Can Hospitality Assured help me achieve other quality standards?
Yes. Hospitality Assured is the only Recognised standard in the Hospitality Industry and meets the requirements of the EFQM business excellence model. Therefore good practices that you need to follow to become Hospitality Assured dovetail well with other quality standards, such as ISO 9000 and Investors in People. MQA can undertake joint assessments for ISO and Hospitality Assured, which means businesses undertake one assessment for 2 awards.
Many Hospitality Assured Organisations use the achievement of the standard to apply and win a host of Tourism, Hospitality and Customer and Business awards.
Can I talk to a recognised organisation?
There are currently a host recognised organisations in the UK representing all sectors many of whom are willing to share best practice and meet with like minded people. Please click here to be forwarded to the list of accredited organisations. Please be aware we cannot share confidential contact information or scores from any of our accredited organisations.
Who develops the Standard?
Hospitality Assured is The Standard for Service and Business Excellence in the hospitality industry. The standard is owned and managed by the Hotel & Catering International Management Association (HCIMA) has been endorsed by the British Quality Foundation and Quality Scotland Foundation as meeting the criteria in the EFQM Business Excellence Model. The Standard was last updated in August 2002 to meet the requirements in the EFQM Excellence Model.
"Through the external inspection process the business has gained from a fresh and extremely professional insight into our operation, resulting in realistic and achievable improvement targets."
David Pease
Managing Director
Sodexho Scotland