Sustainable and Environmental Quality Standards for Hotels and Restaurants

First part: Quality Management for the Management

Frank Höchsmann

• Publisher: Books on Demand
• Year: 2021
• Print ISBN: 9783754373361
• eBook ISBN: 9783755718697
• Edition: 1
• Topic: Business
• Subtopic: Business General
• Index: Business

The hotel and tourism industry is changing worldwide and is experiencing stormy times right now. On the one hand, we are dealing with the coronavirus pandemic, on the other hand with the wave of digitalization and changes in tourists and guests wishes. We have taken on these major challenges and present you with sustainable and environmental quality standards for hotels and restaurants. We have divided the quality standards into three reference books to make them handier.The first part contains quality standards for the management, the second part covers quality standards for the hotel area and the third part the ones for the restaurant area.Our quality standards are field-tested and approved by TÜV, Germanys number one certification organization.This part contains the quality standards for the management, the quality representatives, the personnel management as well as office and marketing.By implementing sustainable and environmental quality standards, energy and water consumption is demonstrably reduced. On the other hand, the efficiency and motivation of the employees increases.

1. Quality Standards for Managing Director / Operations Manager

1.1. Checklist: Assessment of the site management

The management checks itself or has itself checked 1-2 times a year using the following checklist. The results are summarized in a short report with possible corrective or improvement action. The quality manager evaluates the results. Corrective action is taken together with the management.

Criteria	Yes	No	Comment
Quality Policy / Mission Statement
Quality targets
Economic goals
General terms and conditions
Personnel policy:
Organization tree
Job description
Training plan
Process and work instructions
Staff evaluation form
Operational standards:
Reception & Reservation
Housekeeping & technical services
Service & Cuisine
Events & Spa
Service Quality Barometer
Customers / Clients
Employees/external staff
Other..............................

Assessment carried out by :_______________, date ________

1.2. Checklist: Key Performance Indicators (KPI)

Our KPI can be seen in the current Business Assessment and the balance sheet. (see current Company Evaluation and balance sheet)

Other economic indicators:

Indicator	Year 1	Year 2	Year 3	Comment
Number of employees				On average
Number of contractors				On average
Travel agencies				On average
Corporate Partners				On average
OTA turnover/number				Online Travel Agency
MICErturnover/number				Meetings, Incentives, Conventions, Events
Direct bookings turnover/number				e.g. homepage
Total accommodations turnover				a
F&B total turnover				b
Other turnover				c
Total turnover				a+b+c

Created by: ________________________________, date: ____________

1.3. Checklist: Investment plan

Recommendation: You can fill in this table with "small" investments, in connection with the quality standards, and then check it annually as part of an internal audit.

...

Departments / Subdivisions Fields of activity	Year 1	Year 2	Year 3	Year 4	Yes/No Date
Management
Administration: • Accounting/Finance • Personnel Office/Development • Store • Maintenance/Technical Services • Marketing & Sales
Accommodation: • Telephone system • Reservation office • Reception • Housekeeper's Department
Catering: • Kitchen • Restaurant • Room service • Bar/Café • Wellness area • Banquet and conference area (events)
Total investment

Table of contents

• Foreword
• Table of Contents
• Note
• 1. QUALITY STANDARDS FOR MANAGING DIRECTOR / OPERATIONS MANAGER
• 2. QUALITY STANDARDS FOR QUALITY REPRESENTATIVE(S)
• 3. QUALITY STANDARDS FOR HUMAN RESOURCES OPERATIONS
• 4. QUALITY STANDARDS FOR OFFICE AND ADMINISTRATION
• 5. QUALITY STANDARDS FOR MARKETING AND SALES
• OUTLOOK
• THE AUTHOR FRANK HÖCHSMANN
• PUBLISHED REFERENCE BOOKS
• SEMINARS, WEBINARS, ONLINE COURSES
• QUALITY TESTS
• Copyright