It was a five star hotel’s request whose management wanted to check their service- and quality-standards twice a year in an independent and objective way. The question was as follows: “Is there a measurable gap between the performance expectations the guests have towards our hotel and the experienced performance?” The aim was to detect those gaps as for the contentedness of the guests, they are of fundamental importance. By this checking, the securing of quality standards that are expected from and adequate for a 5*-house could subsequently be achieved.

Quality management is especially for a luxury hotel of great importance. It is essential to continuously comply with defined standards to guarantee the guests’ contentedness of long duration. The aim is to tie the guests to the hotel and make them come back. As the hotel’s management had already concerned themselves in advance with their own performance and structuring of workflows, the hotel itself provided a criteria catalogue in digital form. This catalogue was worked over together with the MOSQUAM-team according to the division into function- and processoriented categories an adjusted to the quality-management-program MOSQUAM. This individual hotel’s own standard-quality-catalogue finally formed the basis for the hotel-checkers. Therefore, our professional checkers, who, because of their broad experience, knew what really matters concerning the field of quality of an hotel of this stars-category, and who, due to their appearance, didn’t stand out among the rank and file of hotel guests, were deployed. Those testers completed the detailed catalogue in all fields of functions and processes within two days. The average duration of a test with its about 1.000 questions took one day. After the statistic analysis, conclusions and result-diagrams had been provided and closely discussed on the spot. On the basis of the ascertained results, checklists of the critical incidents were printed and allocated to the respective hotel-divisions.

By means of these checklists, all aspects that are to be improved can systematically and effectively be handled. The significant visible ameliorations of test results in the time response were of a particular relevance for the tested hotel.