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Hospitality Assured

Hospitality Assured promotes and rewards the highest level of business and service excellence of organisations in the hospitality industry. It is endorsed by the British Quality Foundation and the Quality Scotland Foundation as meeting the criteria in the European Foundation for Quality Management Excellence Model.

Hospitality Assured recognises excellence in the service environment and requires meeting the expectations of customers on a consistent and regular basis. Put simply, it focuses on the customer experience.

There is a rigorous process for achieving the standard, which takes into account customer opinion and considers all aspects of service from the customer's perspective. It is an ongoing process that provides a series of performance indicators against which an organisation can continually judge and measure itself.

There is much evidence to suggest that customer satisfaction is the best predictor of financial performance. Achieving the Hospitality Assured standard recognises both service delivery and customer satisfaction, and offers an indicator to business performance success. A growing number of businesses in Scotland have now achieved the standard:

“Hospitality Assured is a tool for a business to check, identify and address any weaknesses in the customer service it provides” John Duncan, Royal Dornoch Golf Club

“Hospitality Assured is a quality assurance model that helps you with all aspects of your business and is more suited to the hospitality industry than any other model”. Susan MacLeod, Bosville Hotel, Portree

“Hospitality Assured is a set of standards which helps your business to continually evaluate  performance and detail improvements so that you can provide exceptional customer service and continually give each customer the wow factor" Donald Ross, Sunninghill Hotel, Elgin

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