Quality and Sustainability in the Hospitality Industry
Quality Management in Hospitality
Total Quality Management (TQM)
TQM is a comprehensive approach to improving quality within an organization. This management philosophy focuses on long-term success through customer satisfaction. Key principles include:
- Customer Focus: Exceeding customer expectations.
- Continuous Improvement: Using the PDCA (Plan, Do, Check, Act) cycle.
- Total Employee Involvement: Encouraging responsibility for quality at all levels.
- Process-Centered Approach: Optimizing key processes.
- Integrated System: Ensuring departmental harmony.
- Leadership Commitment: Fostering a culture of quality.
Key benefits include customer satisfaction, improved efficiency, better employee morale, competitive advantage, increased profitability, and sustainability. Defining and systematizing a process for managing customer satisfaction is crucial.
Quality Experts
- Armand Feigenbaum: Introduced Total Quality Control (TQC), which evolved into TQM.
- Joseph Juran: Author of “Quality Control Handbook,” emphasizing quality planning, control, and improvement.
- W. Edwards Deming: Developed the PDCA Cycle.
Service Quality
The SERVQUAL (RATER) model assesses service quality based on Reliability, Assurance, Tangibles, Empathy, and Responsiveness.
Spanish Tourism Quality System (SCTE)
The SCTE provides standards-based coverage for direct and indirect hotel and restaurant services.
Quality System Management (QSM)
Continuous improvement of QSM involves the Quality Policy, Quality Goals, audit results, data analysis, customer satisfaction information, improvement actions, and management review.
Risk Management in Hospitality
Key Risk Factors
- Operational Risk: Risks from day-to-day operations.
- Project Risk: Risks associated with hotel projects.
- Strategic Risk: Risks impacting the achievement of strategic objectives.
- Security Risks: Including cybersecurity threats.
HACCP
Hazard Analysis and Critical Control Point (HACCP) is a system for identifying, evaluating, and controlling food safety hazards.
Data Protection (LOPD)
The Organic Law of Data Protection (LOPD) regulates personal data processing, defining rights and obligations related to data collection and handling, including the use of cookies.
Sustainability in Hospitality
Sustainability Definition
Sustainability is the capacity to maintain desirable conditions over the long term, encompassing economic, social, and environmental goals.
Certifications
- ISO 14000: Standards for environmental protection.
- EMAS (Eco-Management and Audit Scheme): Recognizes organizations with an Environmental Management System (EMS).
- Biosphere: UN-promoted certification for balanced business operations.
- Rainforest Alliance Certified: Focuses on ecosystem protection and sociocultural benefits.
- Green Key: Guarantees compliance with environmental standards in hospitality.
Benefits of ISO and EMAS certifications include cost reductions, risk minimization, regulatory compliance, improved relationships, and competitive advantage.
Carbon Footprint
The carbon footprint measures total CO2 and CH4 emissions of a specific entity or activity.