Quality Is Intentional

Implementing a robust Quality Measurement Program is not accidental. It requires a comprehensive approach to answer key questions essential for success.

• WHO ? Everyone should be involved in measuring quality. It is a collective effort that spans all levels of the property.
• WHAT ? Measure everything and anything that impacts the guest experience. A holistic approach ensures a thorough evaluation of all aspects that contribute to quality.
• WHEN ? Quality measurement is a continuous process. Regular and ongoing assessments are essential to maintaining and elevating standards over time.
• WHERE ? Extend measurement throughout the entire hotel and across every process affecting guest satisfaction and overall quality.
• HOW ? Establish quantifiable performance standards and criteria. This systematic approach allows for the evaluation of performance against these benchmarks.
• WHY ? The ultimate goal of quality measurement is to learn and improve. By understanding areas of strength and identifying opportunities for enhancement, the focus is on continuous improvement to elevate quality and increase guest satisfaction.

In essence, a deliberate and comprehensive Quality Measurement Program addresses these fundamental questions, creating a framework for sustained excellence in guest experience and overall quality.