Quality Certification in the Hospitality Industry

Abstract

The quality-accreditation process known as ISO 9000, a longtime standard for manufacturers in over 90 countries, is gradually being adopted by hospitality companies. A survey of 34 ISO 9000-certified hospitality operators in the UK found mixed opinions regarding the benefits stemming from that accreditation. Studies in other industries suggest that certification should help a company improve operations, strengthen marketing, and boost staff morale. Although this survey also found that accredited hospitality organizations likely will gain operational benefits, the hoteliers reported a lesser likelihood of gaining marketing and human-resources benefits. Since ISO 9000 is based on formalizing operating processes, it makes sense that documenting those processes will return operational benefits. Benefits in human resources, however, can be achieved only if employees participate in the documentation process. It is likely that an increasing number of hospitality companies will choose ISO accreditation. This study indicates, however, that the ISO certification does not confer automatic marketing advantages to the companies that earn it.