TASK 1: Quality Management System (QMS) / ISO 9001:2008.

Complete the following

tasks using the example of a 5-star international hotel.

1.1: Write a Quality Policy in accordance with the ISO 9001:2008 (half-page).

Ibis, an international hotel company owned by Accor Hotels, boasts as being the leader in

the hotel industry by being able to provide top quality amenities and services within a welcoming

environment at the best value for money. The facilities anticipated from modern hotels given by

motivated teams dedicated to meeting customer needs round the clock are but a few of what Ibis

offers.

Through economical, modern and full service hotels, Ibis meets the anticipations of large

business and leisure clienteles. Celebrated for its high standard of quality, competitive and

welcoming staff, the Ibis business model conveys an unparalleled approach around the world.

The reputation of Ibis is summed through the statement: “At Ibis Hotels, save on price,

not in service,” whose brand strategy touches all features of hotel life including the equipment,

staff, services and procedures, taking its motivation from its determination to provide the best

quality of service at a reasonable price.

1.2: Identify at least 5 stakeholders. For each stakeholder identify at least 1 stakeholder need.

Now identify at least 5 processes that are needed to fulfill the stakeholder needs (one page).

• Hotel Guests

o Quality Accommodation

 Booking
 Security

 Food and Beverage

 Events Management

 Relaxation

• Hotel Managers

o Integrated information system

 Accurate inventory of rooms, equipment, and facilities.

 Up-to-date information regarding customers’ needs and wants.

 Real-time access to needed corporate information.

 Staffing concerns.

 Guest information for historical data purposes

• Employees

o Occupational Safety and Health

 Training and development

 Steady source of income

 Continuing Education

 Healthy and safe working environment

 Elimination of any anticipated risks

• Community

o Social development programs

 Employment opportunities for constituents within the immediate area that

the hotel operates

 Educational programs for local employees

 The community is the immediate recipient for its corporate social

responsibilities

 Development of infrastructure that would help in the economic growth of

the community
 Healthcare programs provided to the families of the employees of Ibis.

• Environment

o Elimination of waste and waste products

 ISO 14001 certification of all hotels and resorts

 Reduction in natural water consumption by making use of water flow

control valves

 Save energy and promote renewable energy sources such as water-heating

solar powers.

 Waste sorting, assuring that waste is processed and complies with local
regulations

 Institution of policies regarding conservation of energy and water to

employees through training
1.3: Pick one process from previous task; identify at least 10 inputs and 5 outputs for that

process (half page).

INPUTS PROCESS OUTPUTS

Reception and services 24/7
Well-designed rooms Customer Satisfaction
Wide range of restaurants
Breakfast from 4 a.m. to noon Booking Continuous Improvement
Quick and simple booking
Special offers for leisure and Growth in Revenue and Expansion of
occasions Customer Base
Accommodation
Hotel guests
Employees Innovation
Information System
Price or hotel rates Customer Loyalty

1.4: For the process used in 1.3, determine 5 performance parameters and 5 methods that can be

used to measure those performance parameters.

PERFORMANCE MEASUREMENT METHODS

 PARAMETERS
Customer satisfaction
International rankings
Employee training and development
Marketing
Level of contribution to Hotel
Industry
Surveys and number of bookings
Awards
Employee attrition rate and surveys
Increase of online or mediated bookings through TARS
booking system
Expansion into other countries/ growth

1.5: Identify at least 5 key elements (components) that are needed to implement a continuous

improvement program for this organization. Provide a brief description for each element.
 • Customer feedbacks and surveys can supply the organization with the current concerns of

hotel guests are. Constant observation of the satisfaction of the guests provides essential

information with regards to their needs, demands, and expectations for the hotel are.

• A suitable management structure. The support of key management and the coordination

of all employees are designed to fulfill the technical requirements involved in the sections

of quality, service, food safety, environment and occupational health and safety.

• The maintenance, constant improvement and continuous internal audits and monitoring

of infrastructure, procedures and equipment that would ensure the ability of the

organization to uphold its objective of always having up-to-date or modern room

accommodations and recreational facilities.

• The nonstop training and education of all involved personnel, encouraging innovation

and motivation along the line of customer services.

• The conformity and above average participation with important statutes, principles and

agreed and predetermined duties and necessities towards shareholders and guests.

http://www.ibishotel.com/gb/home/index.shtml

(Ibis Hotels, 2010) (Rapu

Ibis Hotels. (2010, January 01). Retrieved October 4, 2010, from Ibis Hotels Web
Site: http://www.ibishotel.com/gb/home/index.shtml

Rapu-Rapu Mining Inc. (2010, January 1). Retrieved October 4, 2010, from Rapu-

Rapu Mining Inc Web Site: http://www.infomine.com/minesite/minesite.asp?site=rapurapu

-Rapu Mining Inc, 2010)