About Hospitality Assured

“The Bahamas is blessed with a vast untapped potential of wonderful small properties throughout our many islands. Many are just waiting to be discovered. Hospitality Assured helps provide guests just that…an assurance that these properties have put in place procedures and practices aimed at ensuring guest satisfaction”

Robert ‘Sandy’ Sands,
Former President, Bahamas Hotel Association

Standard for service and business excellence

Hospitality Assured was created by the Institute of Hospitality (U.K.) specifically for the tourism and hospitality sector to improve service quality. The 9-step framework is also used for businesses outside of the tourism and hospitality industry. The Caribbean Tourism Organization (CTO) owns the license to operate the programme in the region.

Overall Objectives

To promote a culture of quality, service excellence and continuous improvement in the Caribbean, which are driven by international standards and certification, in order to strengthen the business performance and overall competitiveness of tourism enterprises in the region.

Why become Hospitality Assured?

Becoming Hospitality Assured tells customers that service excellence is guaranteed by your company. The Hospitality Assured framework can help to:

Improve quality standards on a continuous basis thereby or thus improving overall business performance and competitiveness.
Increase customer satisfaction and loyalty thereby or thus building a reputation that generates repeat and new business
Improve leadership and management skills
Improve staff morale and motivate employees
Reduce staff turnover and identify you as a quality employer
Increase market share and prove you are one of the best in the industry
Enhance your marketability and generate great Public Relations
Develop service ideals, values and principles that support a culture of excellence

Who can become Hospitality Assured?

Any hospitality, leisure or tourism related organisation is eligible for HA, be they large or small, single or multi-unit, as long as they hold a desire to improve service to customers and to achieve operational and business excellence

Partners and Links

Caribbean Tourism Organisation
CARICOM Regional Organisation for Standards and Quality
University of the West Indies
Institute of Hospitality UK
Hospitality Assured UK

Our Regional Partners

CARICOM Regional Organisation for Standards and Quality (CROSQ)

The CTO has partnered with CROSQ on the Hospitality Assured Caribbean programme to ensure a uniform and consistent standard of assessment for businesses participating. In addition, CROSQ manages the regional assessors and is the liaison between the company and the assessor, providing internal validation of assessor reports. It is the responsibility of CROSQ to forward all assessor reports to the CTO after internal validation and when requested provide verbal feedback to the client and discuss assessment decision. Any costs attached to this are borne by the client. CROSQ is also required to work with the CTO to put in place an appeals and disputes procedure.

University of the West Indies (UWI), Cave Hill, Barbados

The CTO has partnered with UWI to collect benchmarking data on companies involved in Hospitality Assured and undertake research and analysis of data to establish best practice. It is the responsibility of UWI to provide the collected data and analysis to the CTO for dissemination to Hospitality Assured clients and to liaise with the University of Surrey (UK) to share this information facilitating the international comparisons of best practice.