The 9 Steps
The 9 steps in the Hospitality Assured Standard are helpfully divided into sub-steps to be both rigorous and to enable you to easily identify what you are required to do. These established steps act as a tool assisting you to decide what is most appropriate for your organisation and to define what improvement is needed and how it can be measured.
In choosing to be assessed by the Hospitality Assured Standard, you will need to show evidence of a well-planned, systematic and effective approach. Your journey to excellence will require you to clarify:
· Where are you going? Direction
· How are you going to get there? Delivery
· How will you know you have got there? Results
The Steps:
Explores how your organisation uses market knowledge to understand the whole of the industry sector marketplace in which you operate in terms of both current and future opportunities, challenges, and differentiators. Collecting data and undertaking analysis should be done on an ongoing basis to fully understand the evolving landscape.
Requires you to have a statement that clearly defines the products, services and facilities customers can expect to experience. Your organisation’s culture should support Customer Service Excellence.
Looks at the leadership and aspirations of your organisation. It ensures clarity about what you do, where you are going, how you will get there and how it will be measured.
Sets out the mechanism that provides the infrastructure for the organisation to deliver the defined standards that have been promised to the customer, in an effective and systematic manner.
Looks at how you ensure that sufficient resources are available to deliver customer service excellence in line with the peaks and troughs of demand, as well as planned changes. Resources can be in many forms such as finance, people, equipment, consumables and building capacity.
Looks at how the organisation engages in training and development to equip its people both collectively and individually with the skills, competencies and understanding to deliver service excellence. This includes career paths, encouraging self-learning, succession planning and mechanisms for monitoring colleague progress. The assessment process will explore what you do to nurture and look after the health, wellbeing, and motivation of colleagues so that they are committed to the success of the organisation.
Concentrates on how and what you evaluate. This includes the evaluation of results, achievements, performance, and feedback from key stakeholders to help you assess whether business activity is really making the difference that you intended it to.
Following evaluation of your results, there will be a need to focus on aspects of the products, services, facilities, processes, and procedures that are not working as well as they could and are causing reduced levels of satisfaction to customers and key stakeholders. Identifying these elements will feed into the cycle of improvement.
This step explores how your organisation uses the information from evaluation to understand your marketplace for both current and future opportunities and the evolving landscape.
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