1. Quality Assurance in Hospitality

2. Quality Assurance in the hospitality industry
The term 'quality assurance' is mentioned many times in various situations in an
assortment of industries, and it has befallen to be an essential part of establishments drawn into
the prerequisite of hospitality services. Those businesses which operate effectively will all be
presenting quality product and service. The definition of 'quality', is a slanted term, and can
imply anything from the novelty of the features, to the way meals are cooked at the breakfast bar
and the style in which they are served to guests.
If one can't really appraise “quality”, one therefore cannot provide an “assurance” that
certain standards of quality are at hand within your business.
Award-winning hotels, such as the Hampton Inn and Suites in Burlington( N.C.) have
such physiological system in place, that their trained staff provides service to the standards they
have layed down as an absolute minimum. Additionally, ensuring the upholding of their quality
standards, those establishments customarily work on a standard of constant improvement in their
routine. This process is intended to build up a culture of quality throughout the establishment,
and to keep it at the peak end of the attractive amenities.
It is vital that establishments constantly go all-out to advance the quality of their product
and service.
Chief quality procedures used in the hospitality industry are: the star rating system, Gold
plate and other similar award frame works, critical guide books and articles in newspapers and
magazines. The superior ones use reliable criterion and experts. Uniform criteria for making
conclusions are an important tool in the measurement of quality.

3. The cost of not providing quality
Evidently, if hotel is providing a product or service
that does not meet the quality expectations of its clientele,
benefaction will fall and revenue will have gone astray.
Guests will nag and nitpick the product and that it may have
to be remade or the service needs to be provided again. This throws into the rather rapid loss of
business.1
Being that hospitality and tourism is big in the Caribbean, Quality Assurance,
above all is key especially within underprivileged economies. Hospitality and Tourism is one of
the major growth industries across the world today.2
In the Caribbean, it is the largest contributor
to the Gross Domestic Product of many of the island nations, and is the primary factor in the
emerging quality of life of the province. The opportunity of development in the economies of
these countries can be greatly improved by enhancement in efficiency and quality of service that
may result from enhancements in human resource development through education and training.
Hospitality and Tourism education and training would benefit from the introduction of quality
assurance measures across the region as well as internationally.
1
"Quality Assurance." Quality Assurance. Web. 06 Dec. 2014.
<https://sielearning.tafensw.edu.au/toolboxes/KitchenOps/tools/office/sous/quality.html>.
2
"Quality Assurance." Quality Assurance. Web. 06 Dec. 2014.
<https://sielearning.tafensw.edu.au/toolboxes/KitchenOps/tools/office/sous/quality.html>.

4. The designation of Quality Assurance that is used throughout this paper is that offered by
the International Network of Quality Assurance Agencies in Higher Education (INQAAHE) in
1992. It says:
“Quality assurance may relate to a programme, an institution or a whole
higher education system. In each case quality assurance is all of those
attitudes, objects, actions and procedures which, through their existence and
use and together with the quality control activities, ensure that appropriate
academic standards are being maintained and enhanced in and by the
programme, institution or system.” 3
Quality assurance comes in different forms for example: accreditation, assessment,
academic audit and external examination. These are different ways to educational quality
evaluation. Customarily to each practice is the augmentation of standards; the purpose of those
values to a program or institution by intermediaries for the intention of assessment and
enhancement and the ensuing improvement of the educational institution.
A successful quality assurance and control structure is “underpinned” by extensive
contribution, helpful pipelines of communication, the measurement of standards and satisfactory
verification, the recognition of task and duty by staff.
A Quality Assurance System may be considered as a system which:
• is clear in its specification of roles, responsibilities and procedures;
• enables institutional aims and obligations to be achieved;
• informs decision-making;
3
Craft, Alma (Ed.). Proceedings of an International Conference: Quality Assurance in Higher Education.
Hong Kong, 1991. London: The Falmer Press, 1992.

5. • is free from individual personal bias;
• is repeatable over time;
• involves all staff and students;
• includes the specification of standards and acceptable evidence;
• prompts continuous improvement;
• Is driven by quality management practices.

9. Burlington, North Carolina (HIS) - Month To Date (Dec) Guest Segment: 4
To evaluate quality assurance at each Hampton Inn hotel, the internal Quality Assurance
Counselor for the Hampton Inn brand assesses each property throughout the year during two
impromptu visits-sometimes with or without notice. Every area of the hotel is rated, counting
guest rooms, public areas, back-of-house areas, and parking lots.
Customer satisfaction scores are consequential from stalking studies in the form of
surveys that are sent out to customers from an outside survey company, such as Medallia as
noted above. Medallia selects past Hampton Inn customers shortly after their lodgings ( usually a
week out). The past guests are asked to grade innumerable characteristics of their stay at that
hotel, from pre-arrival/arrival, accommodations, and overall property and brand. This is one way
Hilton has responding to the guest surveys and continuing to strive for the utmost customer
satisfaction.5
4
Created December 6, 2014 10:46 AM PST Medallia, Inc.
5
"Hotel Venture Management."Hotel Venture Management. Web. 06 Dec. 2014.
<http://www.hotelventuresmanagement.com/press.php>.

10. References
Craft, Alma (Ed.). Proceedings of an International Conference: Quality Assurance in
Higher Education. Hong Kong, 1991. London: The Falmer Press, 1992.
"Hotel Venture Management."Hotel Venture Management. Web. 06 Dec. 2014.
<http://www.hotelventuresmanagement.com/press.php>.
"Quality Assurance." Quality Assurance. Web. 06 Dec. 2014.
<https://sielearning.tafensw.edu.au/toolboxes/KitchenOps/tools/office/sous/quality.html>.