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“Guest Experience” and HR: a social responsability

“Guest Experience” and HR: a social responsability

The concept of quality in service provision The concept of quality has been evolving and expanding its field of action to other areas and sectors, including the services sector and, within it, the hotel sector. Quality in services is occupying a primary place, associated with the changes that are taking place in society, becoming a […]

The concept of quality in service provision

The concept of quality has been evolving and expanding its field of action to other areas and sectors, including the services sector and, within it, the hotel sector. Quality in services is occupying a primary place, associated with the changes that are taking place in society, becoming a competitive factor for small and medium-sized companies, thus encouraging the use of instruments or tools that allow guaranteeing quality, which can only be achieved in a stable, systematic and continuous manner through proper management.

The importance of quality management

Quality management in the accommodation process is the satisfaction of the needs and the fulfillment and exceeding of the expectations of clients, who feel a set of sensations and personal experiences that requires coordinating multiple people who are directly or indirectly involved to provide a service to a client who demands more and more and especially where they spend the night.

It is possible that a smile compensates for a bad process carried out in a hotel. The hotel sector has been concerned for a number of years about offering high quality to its clients and in addition to trying to know the opinion that they have about the services they have received throughout their stay, they are trying to standardize their processes in order to try that everything that can be standardized is always done in the same way and that this is the most appropriate way. And if, in addition to meeting these standards, they achieve a certification that accredits them as quality companies, the motivation will be double. When analyzing service quality, the measurement problem is even greater since a good number of intangibles come into play, making its analysis more complex.

Continuous service improvement: a goal to follow

Since quality does not consist of reaching a level, but rather of improving, the hotel must tend to this continuous improvement, which must guide its actions. Finally, hotels must assume a responsibility towards the society for which they work. Although the origins of any corporate social responsibility arise from the environmental deterioration that companies in certain highly polluting sectors caused in the environment in which they operated, this concept has been extended to other areas, including the hotel industry.

Hotel social responsibility: a key piece

The fact that a good part of the tourist activity takes place, due to its attractiveness, in easily degraded natural places, causes both positive and negative opinions. Hotel social responsibility is defined as the voluntary commitment of companies to the development of society and the preservation of the environment, from their social composition and responsible behavior towards the people and social groups with whom they interact. Social responsibility not only encompasses everything related to the environment, but is also involved with integration strategies for the local community and the quality of life of employees, among others.

Within the tourism sector, the companies that have assumed the most social responsibility have been the hotel chains due, among other reasons, to the fact that their large size and visibility have prompted them to limit, as far as possible, their negative influences on the environment in which they operate, which is why they have been fully involved in the environmental dimension, trying to provide more sustainable services, which has led them to achieve, in many cases, significant cost savings.

Hotel sustainability: key to the future

In regards to hotel sustainability, we must rely on the application of a series of policies that aim to make its activity sustainable over time and protect the environment in which it operates. Hotel activity cannot and should not be developed outside of culture and the landscape, since the fragility of the environment marks the limit. Furthermore, this sustainability must begin in the hotel itself by trying to consume fewer resources, which will result in a reduction in spending and an increase in profitability.

In short, proper accommodation management that is properly organized, customer-oriented and manages the quality of its services will better its image among customers, promoting an increase in business results.

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