Quality management: implementing the concept into the day-to-day routine

WELCOME HOTELS sees positive interim results following the introduction of an across-the-board quality management system

Just over a year after 120 leading members of staff from 14 group hotels got together for a workshop to launch the "Qualitätsmanagement" (QM), Elke Stahlmecke, WELCOME HOTELS General Manager responsible for group quality management, is delighted to announce the positive results that are already in evidence. This across-the-board QM system was based on defining 3,880 processes for the 14 participating hotels. 85 percent of these have now completed a self-imposed control phase and are now an established element of each department. Elke Stahlmecke aims to have the system fully implemented into the everyday routine of all hotels by mid 2011.

All-round advantages for guests and employees alike

WELCOME HOTELS guests are already feeling the benefits of this quality management system. The concept’s guiding principle of "optimum standardisation, maximum individuality" enables WELCOME HOTELS to achieve a consistently high quality whilst maintaining the individuality of each hotel. Quality variations in operational procedures are now a thing of the past thanks to regular quality controlling and tried and tested checklists. The support provided by the trainer Bernhard Patter from diavendo has proved extremely helpful. His tips and advice enabled the hotels to work closely together to implement the system in all departments.

The quality management team in Marburg on 17th May 2010. The newest addition to the group, the WELCOME HOTEL FRANKFURT will benefit from this professional quality management system.

These quality standards and processes clearly benefit both the service sector as well as internal operational processes. Aligning operational methods and improving transparency has enabled a greater level of interdepartmental understanding which in turn facilitates better management of unexpected staff shortfalls due to illness or holiday. This comprehensive consistency has also proved invaluable in the integration of new employees making it considerably easier and quicker for them to learn the ropes.

Dedication brings success

The dedication of the staff in implementing this new system in addition to their usual daily activities has been remarkable. Elke Stahlmecke sees this as a sign of employees’ hugely positive attitude towards their employer: “I find this is extremely motivating” she says enthusiastically. By implementing this quality management system the WELCOME HOTELS group is clearly demonstrating its commitment to assuring the future. The sustained use of checklists ensures that on a day-to-day basis the focus remains on the how important it is to maintain quality levels. Moving forward, internal audits will assure that quality levels are kept up-to-date and at a consistently high level. The aim is that by the end of June 2010 some 95 percent of the processes will be documented. Further process optimisation measures in the pipeline include "Open-mind-Workshops" during which department heads of specific sectors will examine operational processes carefully. In a quest to implement best possible working practice vis-à-vis customers, the areas to be analysed are communication, sales and service. All of this has one aim in common: to continue to improve customer satisfaction.