Hospitality Assured is The Standard for Service and Business Excellence in the hospitality industry. The standard has been endorsed by the British Quality Foundation and Quality Scotland Foundation as meeting the criteria in the EFQM Business Excellence Model.
Hospitality Assured accredited organisations enjoy a number of significant advantages. These include:
- Being seen as one of the very best organisations in the hospitality industry by your customers, employees, stakeholders and competitors
- The use of powerful business tools and objective external assessment to stimulate and measure performance improvement in service delivery and business excellence
- Benchmarking your organisation against the best in class
- Using the Hospitality Assured mark to promote your organisation to existing and new customers
- Demonstrating your organisation is a quality employer
- Increased profitability
The Standard for Service and Business Excellence comprises 49 requirements under 10 key steps. 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 organisation, according to that organisation's customer promise. For example a customer promise in a conference centre will be different to a cruise ship, a pub or a care home.
"The immediate benefit to the hotel is shown in an increase in job satisfaction and staff loyalty which in the long term, results in higher levels of staff retention."
Stephen Boxall
General Manager
The Ritz London