ISO 9000
SYNOPSIS
Nowadays, customers are the main concern in the hotel industry. The hotel management must meet their needs and wants in order to have a successful hotel operation. A crucial factor, in this competitive environment, is to provide the customers with quality products and services. The hotel management must adopt the following quality standards: service, hygiene, safety, guest courtesy, and protection of the environment.
ISO 9000 is a quality system, which provides the basis for certification by a third party. In Cyprus certification is controlled by the Cyprus Organisation for Standards and Control of Quality (CYS). It is very important for the hotel to be certified because the system minimizes mistakes and misunderstandings, customer satisfaction, problem solving, communication, and cost savings.
It is important to mention the problems and benefits that will arise from the implementation of this certification, from the side of all stakeholders.
1. The Owners have to invest more money for purchasing modern quality equipments and materials, offering training to its employees, and also for paying CYS for their visits to the hotel certification and high consultancy fees. The benefits will be more satisfied customers, reduction of operating costs, improved morale of employees, and increased reputation of the hotel.
2. The Manager’s objective is to define the customers, needs, wants and expectations as part of the product and service development, but at minimum overall cost. The General Manager must establish an effective Quality Management System. The benefits will be increased profitability, better job satisfaction and reduced labour turnover, better product and service will be provided to the customers, and helps management to deal with the problems effectively.
3. Employees are the key to success; as a result, the hotel management must offer the proper quality training and education to them. The benefits, that employee will obtain, are divided into dimensions: professionally and personally. Employees, in a professional level will have greater efficiency, knowledge, and greater job security. On the other hand, in a personal level they will gain satisfaction, confidence, and team spirit.
4. Customers should pay more money for enjoying a high quality service. The result will be to provide quality products and services, which will lead to fewer customer complaints and greater customer satisfaction.
5. Suppliers must be assessed on their past performance. They should be included in the Approved Supplier List that the CYS has. So, suppliers will become professional, supply quality products and services, and be able to consistently provide the proper quality and quantity products.
6. Banks have to invest money in buying modern and advanced equipment and provide training to their staff. Later, they will increase their profits.
7. Law Enforcers and Health Department. They visit the hotel to check the standard of their products and services and hygienic conditions. Law enforcers will ensure that the hotel complies with legislation and regulations. After, the hotel company will be safer from prosecution, and the Law Enforcers will entrust them.
In the final part the Time scale of certification is explained.
a. Define scope for registration. The hotel management is to ensure that the quality of goods and services provided meet the expectations of customers.
b. Identify potential assessors. It is the Cyprus Organization for control
c. Gather information and select assessing body. CYS will give information concerning the costs and time scales.
d. Application with quality manual. After three months gathering information and basic data then the management will apply for registration.
e. Certification body conducts document review. The certification body will request more supporting documentation.
f. Assessment Date agreed. The certification team will visit the hotel to seek if there exists understanding and commitment to the Quality Management System at all levels in the hotel organization.
g. Deficiencies are identified and graded. The assessment team will hold meetings with Steering committee to discuss the results and solve any deficiencies.
h. Registration. The hotel is entitled to a certificate confirming registration listing in the CYS ISO 9000, and freedom to use the registered company logo on publicity material and stationery.
BIBLIOGRAPHY
About BS EN ISO 9000, Scriptographic Publications Ltd, 1995
CYS ISO 9000, Cyprus Organization for Standards and Control of Quality, Ministry of Commerce, Industry and Tourism.
Kate D. Introduction to Quality Management. Sheffield Hallam University, 199
Lesley Munro, Malcolm Munro and Edward Bones, Achieving the New International Quality Standards, Pitman Publishing, 1995
Nield K. Hospitality Quality Management. Sheffield Hallam University, 199
"The Excellence in Hospitality" Handbook, Quality System Guidelines: Guide for the Hospitality Industry, Australian Ministry of Tourism