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It was a five star hotel’s request whose management wanted to check their
service- and quality-standards twice a year in an independent and objective way.
The question was as follows: “Is there a measurable gap between the performance
expectations the guests have towards our hotel and the experienced performance?”
The aim was to detect those gaps as for the contentedness of the guests, they
are of fundamental importance. By this checking, the securing of quality
standards that are expected from and adequate for a 5*-house could subsequently
be achieved.
Quality management is especially for a luxury hotel of great
importance. It is essential to continuously comply with defined standards to
guarantee the guests’ contentedness of long duration. The aim is to tie the
guests to the hotel and make them come back. As the hotel’s management
had already concerned themselves in advance with their own performance and
structuring of workflows, the hotel itself provided a criteria catalogue in
digital form. This catalogue was worked over together with the MOSQUAM-team
according to the division into function- and processoriented categories
an adjusted to the quality-management-program MOSQUAM. This
individual hotel’s own standard-quality-catalogue finally formed the basis for
the hotel-checkers. Therefore, our professional checkers, who, because of their
broad experience, knew what really matters concerning the field of quality of an
hotel of this stars-category, and who, due to their appearance, didn’t stand out
among the rank and file of hotel guests, were deployed. Those testers completed
the detailed catalogue in all fields of functions and processes within two days.
The average duration of a test with its about 1.000 questions took one day.
After the statistic analysis, conclusions and result-diagrams had been provided
and closely discussed on the spot. On the basis of the ascertained results,
checklists of the critical incidents were printed and allocated to the
respective hotel-divisions.
By means of these checklists, all aspects that are to be improved
can systematically and effectively be handled. The significant visible
ameliorations of test results in the time response were of a particular
relevance for the tested hotel.
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