Table of Contents
The Concept of Quality in Service Delivery
The concept of quality has evolved and expanded its scope to other fields and sectors, including the service sector and, within it, the hospitality industry. Quality in services is taking on a central role, linked to the changes taking place in society, and has become a competitive factor for small and medium-sized enterprises, thereby encouraging the use of instruments or tools that ensure quality—a goal that can only be achieved in a stable, systematically, and continuously through proper management.
The Importance of Quality Management
Quality management in the hospitality industry involves meeting the needs of guests and fulfilling—and exceeding—their expectations, who experience a range of personal feelings and experiences. This requires coordinating the efforts of many people who are directly or indirectly involved in providing service to customers who are increasingly demanding—especially when it comes to where they stay overnight.
A smile might make up for poor service at a hotel. For a number of years now, the hotel industry has been focused on providing high-quality service to its guests and, in addition to seeking their feedback on the services they received during their stay, it is also working to standardize its processes so that everything that can be standardized is always done the same way—and in the most appropriate manner. And if, by meeting these standards, they also achieve certification that accredits them as quality-focused businesses, the motivation will be twofold. When analyzing service quality, the challenge of measurement is even greater, as a significant number of intangible factors come into play, making the analysis more complex.
Continuous service improvement: a goal to strive for
Since quality is not about reaching a certain level but about constantly improving, the hotel must strive for continuous improvement, which should guide its actions. Finally, hotels must assume a responsibility toward the society in which they operate. Although the origins of corporate social responsibility stem from the environmental damage caused by companies in certain highly polluting sectors to the environments in which they operated, this concept has gradually expanded to other areas, including the hospitality industry.
Social Responsibility in the Hotel Industry: A Key Element
The fact that a large part of tourism takes place—due to its appeal—in natural areas that are easily degraded gives rise to both positive and negative opinions. Social responsibility in the hotel industry is defined as companies’ voluntary commitment to societal development and environmental preservation, based on their corporate structure and responsible behavior toward the individuals and social groups with whom they interact. Social responsibility not only encompasses everything related to the environment, but also addresses strategies for local community integration and employee quality of life, among other issues.
Within the tourism sector, the companies that have taken on the greatest social responsibility have been hotel chains, due, among other reasons, to the fact that their large size and visibility have prompted them to limit, as much as possible, their negative impacts on the environment in which they operate, and as a result, they have fully committed to environmental sustainability by striving to provide more sustainable services—an effort that has, in many cases, led to significant cost savings.
Hotel sustainability: key to the future
Regarding hotel sustainability , we must rely on the implementation of a series of policies aimed at ensuring the long-term sustainability of its operations and protecting the environment in which it operates. Hotel activity cannot and should not be developed in isolation from the local culture and landscape, as the fragility of the environment sets the limit. Furthermore, this sustainability must begin within the hotel itself, by striving to consume fewer resources, which will result in reduced expenses and increased profitability.
In short, effective, well-organized, customer-focused accommodation management that ensures the quality of its services will enhance the business’s image in the eyes of customers, thereby boosting business results.
