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.
The quality standard was created to bring professionalism and quality into the service economy and support organisations in implementing the best standards of business practice and service to their customers.
Please note that every organisation is different, and our approach is based on us having a better understanding
of your organisation.
The fees and the time frames will depend upon the information you provide on the application form, including size and diversity of your business, number of staff as well as your approach to certification, including your need for a Hospitality Assured Business Advisor.
Click here to fill out the preliminary form to learn more
Hospitality Assured is an internationally recognized service quality certification, which is owned by the Institute of Hospitality (UK) and managed by the Hospitality Limited based in the United Kingdom. Hospitality Assured, which is based on a 9-step framework, was created specifically for the tourism and hospitality sector to improve service quality.
The framework is also used for businesses outside of the tourism and hospitality industry as the Standard can be applied to any customer facing business. The Caribbean Tourism Organization (CTO) has purchased the license to operate Hospitality Assured in the region as “The Standard for Service and Business Excellence in Caribbean Tourism.”
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, thus improving overall business performance and competitiveness.
Increase customer satisfaction and loyalty, 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 yourself 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.
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
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.