Welcome to the Hospitality Assured (HA) Caribbean E-Resources Centre!
This is an online collection of print and audiovisual resources, including journal and newspaper articles, reports, newsletters and videos, related to the field of tourism and hospitality, and specifically focused on information which informs the Hospitality Assured process.
It also carries general information related to Excellence and Quality. This information sharing platform exists to support research geared at the continuous improvement of businesses in the HA Caribbean community. We encourage you to make use of this information and also to contribute to the pool of resources so that we can all benefit from what is provided.
The subject areas cover the 9 steps identified to achieve service and business excellence:
- Customer Research
- The Customer Service Promise
- Business Leadership & Planning
- Operational Planning & Standards of Performance
- Resources
- Training & Development
- Service Delivery
- Service Recovery
- Customer Satisfaction Improvement
Excellence & Quality
- Making a Positive Out of A Negative
- Services with a Smile
- Working Towards Excellence
- Fundamental Concepts of EFQM – Excellence & Quality
- Excelling in Excellence – Excellence & Quality
- Good to Great – Excellence & Quality
Customer Research
- The 12 Things Customers Really Want
- How to Win Customers and Influence Your Employees
- How to Attract People to your Site
- Promoting Your Business
- The Customer As A Consultant
- Use My Name – Not My Room Number
- How to Measure Customer Satisfaction with Success
- Customer Service – Taking the Measure of Mood
- Improving Your Networking Skills
Customer Service Promise
- How to Write a Business Plan
- Vision – It Makes All the Difference
- Success Through Business Planning
- EFQM Leadership
Hospitality Assured Documents
Training & Development
Service Delivery
6 Secrets to Offering Exceptional Customer Service
Customer Satisfaction Improvement
Operational Planning and Standards of Performance