Hospitality assuredHospitality Assured Accreditation Scheme

The Standard for Service and Business Excellence

Facilities and Hospitality Assured

What does it mean?

Hospitality Assured is the Standard for Service and Business Excellence which is what Facilities is currently working towards.

The Standard is endorsed by the British Quality Foundation as addressing the whole of the 1999 European Foundation for Quality Management Model, otherwise known as EFQM.

Why Hospitality Assured?

Hospitality Assured is specifically geared towards the hospitality/Service industry. Facilities recognises that as a service provider for UWE we want to provide the best standard of service possible to all our customers.

The Hospitality Assured Accreditation Scheme will enable Facilities to achieve Accreditation and to use the HA symbol as a Marque of customer service and business excellence throughout its Services.

Why do we need it?

Because we want to improve our standards and services to you the customer.

With the ever increasing competition between Universities not just locally but nationally and even internationally, we need to put our University on the map by providing it’s students and visitors the standard of service and business excellence that will exceed their expectations.

Many Universities across the country already have HA in various services from meetings, conferences, catering and residential services. A full list of Accredited Organisations is available on request.

Facilities has the opportunity to move forwards with our competitors. If we get left behind there will be no selling power, thus from a marketing point of view no additional benefit to students and visitors in coming to UWE. With Hospitality Assured Accreditation we could promote these standards through all UWE Marketing outlets.

What do we have to do?

Self Evaluation
Facilities is in the process of self evaluating the whole of its services to find out if we are really providing what the customer wants? The customers feed back on our services is crucial to achieving the Standard for Service and Business Excellence. However this is just one of ten steps towards achieving HA Accreditation (House Services Goal).

The 10 Steps to Hospitality Assured
There are 10 key steps to providing the service standard. By going through each of the 10 steps thoroughly we will be able to assess in each of our service area’s what we are doing right and what we are doing wrong and make the changes necessary to improve our services.

This for Facilities is the most important part of the Structure in working towards exceeding customer expectations.

  1. Customer Research
  2. The Customer Promise
  3. Business Planning
  4. Operational Planning
  5. Standards of Performance
  6. Resources (people, equipment, facilities)
  7. Training and Development
  8. Service Delivery
  9. Service Recovery
  10. Customer Satisfaction Improvement

The Self-Assessment Process and Evidence Requirements

The Hospitality Assured self-assessment process is a business improvement tool which enables organisations of all sizes to find out how they measure up with the key indicators in the Service Standard.

The Hospitality Assured Accreditation Scheme

Accreditation is achieved by External assessment against the requirements of the Hospitality Assured Standard for Service and Business Excellence.

If Accreditation is achieved this does not mean there is no need for improvement, it is an on going process which works in a cycle so that we are continually working towards providing a better service.