The Caribbean Tourism Organization (CTO) has partnered with the U.K-based company, Hotel and Catering International Management Association (HCIMA), to introduce the Hospitality Assured program to the region.
Hospitality Assured is seen as the “Standard for Service and Business Excellence” in the hospitality industry. The program provides a series of performance indicators against which an organization can continually evaluate and measure its performance with respect to service quality, and promotes an organizational climate of continuous improvement.
Additional features include the gathering and sharing of benchmarking data among the companies involved in the program and the use of the Hospitality Assured mark in recognition of world class performance in service delivery.
“The attractiveness of this particular program to the Caribbean region is that, on a company by company basis, it encourages the implementation of quality management systems, which have measurable performance criteria,” said Vincent Vanderpool-Wallace, the CTO’s secretary general. “This allows the company or business to focus on the customer experience, leading to enhanced customer loyalty and better business performance.”
Over the next three years, the HCIMA will guide the process of piloting Hospitality Assured in the Caribbean, by providing the required training for program advisors and assessors, and advising the CTO on marketing and delivery strategies.
This program is part sponsored through the CTO’s Human Resource Department’s component of the Caribbean Regional Sustainable Tourism Development Program (CRSTDP), which is financed by the European Union.
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