The role of benchmarking in achieving continuous service quality

Abstract

Links the application of benchmarking to the hotel′s ability to achieve continuous quality improvements. Defines both the operating and service subsystems of the hotel and clearly indicates specific methods for quality improvement in each. Places emphasis on the role of upper management in the implementation of the benchmarking process, as well as the process reinforcing and supporting the organization′s strategic planning activities. Throughout, the benchmarking process focuses on the need to meet and exceed the expectations of the customer. Provides recommendations and practical guidelines to assist the hospitality executive in implementing a benchmarking programme which is both consistent with the customer‐oriented strategic plan, while also directly impacting on the hotel′s level of service quality and performance.