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After three years the consulting project for repositioning, brand profiling,
quality assurance and personnel training an external 5*- hotel chain has been successfully completed. New standards
which are coinciding with the international common standards have been established.
Sustainable improvements in the service quality could be
empirically measured in all divisions. With the help of multilevel training programs
also significant service improvements of the staff were achieved.
In the course of the integrative program for advancement and
assurance for high-end hotel quality 600 hotel-employees, from the dishwasher to
the general manager, were coached and trained about three years. The training
concept integrated the employees of all eight departments of the hotel – from
the Front Office/ Rooms Division, Food & Beverage, Marketing & Sales,
Management, IT, Security & Engineering, Finance & Accounting to the Humane
Resources department. The concept of the project was multilevel and modular. It contained,
amnong the nessesary theoretical input, also a continuously growing
portion of practical exercises. Parallel to the numerous of training and
restructuring actions our professional quality checkers tested the quality
standards regularly. To document the measured changes to the client in an objective,
transparent and complete way the quality control tool MOSQUAM was used which makes
sure that
the results are available at the same day. The results respectively the critical
incidences were represent by numerous graphs and checklists. With help of these
checklists we could discuss and implement the improvable topics. In difference to the classic hotel education the main difficulty of the whole project was the
organization because the hotel staff had to participate in the improvement
programs during operating hours. Therefore it was of great importance to avoid
any annoyance of daily procedures or rather the guests. The finish of the project represented the
certification of the accomplished measurements. In this way more than 50,000
minutes of training and schooling programs were realized by our qualified
training supervisors. Additionally a large number of management-meetings,
presentations, (Mystery-) Checks and documentations took place.
Finally all eight hotel departments received a comprehensive
workbook for five different qualification levels. In collaboration with the
management the modernization of the organizational structure, new strategic
guidelines, a modern business-mission as well as a new job description were
developed. All hotel departments received new self-explanatory checklists and
guidelines. Also rationalized workflow charts were developed which cope with the
new standards. The marketing department compiled a SWOT-analysis and created
an individual marketing-plan adjusted to the new strategic positioning.
Furthermore detailed papers for
personnel management, employee appraisal and career planning were developed in cooperation with the human resources department .
 more about MOSQUAM
to the article "Quality
assurance"
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