Managing Quality in the Hospitality Industry

A quality management system (QMS) is a set of co-ordinated activities for directing and managing an organisation in order to continually improve the effectiveness and efficiency of its performance, ensuring that the requirements of both customers and the organisation are met. Hospitality organisations often assess the service quality provided to their customers in order to improve their services, to quickly identify problems, and to better assess client satisfaction. Adapted from a United Kingdom Department of Trade and Industry’s document on QMSs, an organisation benefits from establishing an effective QMS. The training of personnel in industry, government and academia in Hazard analysis and critical control points (HACCP) principles and applications, and the increasing awareness of consumers are essential elements for the effective implementation of HACCP. As an aid in developing specific training to support an HACCP plan, working instructions and procedures should be developed to define the tasks of the operating personnel to be stationed at each CCP.