A never-ending process
Since 2001, Gothia Towers has worked actively with an internal quality assurance system called Quality Check System, or QCS. This tool enables us to regularly measure the quality of our services and products, such as hotel rooms, restaurants and other public spaces – both internally and externally.
The system is based on a points system and clear target descriptions. Measurements are carried out on a daily basis, and the results are used to update our procedures continually, in order to maintain the quality level.
In 2006 we took the next step in an attempt to increase the quality level even more, by creating the position of Quality Manager to work exclusively with these issues. Our goal is to guarantee that we continue to meet our guests’ high demands and expectations.
In addition to our Quality Manager, we also have a Duty Manager. This means that one of our department managers is always on-site at the hotel every weekend, throughout the year. The Duty Manager is responsible for quality, and monitors operations from a guest’s point of view. The Duty Manager also observes and analyses operations from a quality perspective, in order to achieve the level of hosting that the organisation strives to provide.
The role includes the following areas of responsibility:
- Hotel reception/guest service
- Conference reception
- The hotel’s restaurants, and Estrad at breakfast time
The following quality reviews are carried out on a regular basis for quality assurance purposes:
- Internal QCS (Quality Check System)
- Telephone survey
- Employee survey
- World Hotels
- Safe Hotels
- Quality measurement
- Safety evaluation
We work constantly to keep improving the hotel and the service we offer. It is therefore essential that we receive continuous feedback from our guests. We use documented suggestions for improvements from both hotel guests and conference guests. Comment cards are reviewed regularly, and in the event of any complaints we contact the guest to discuss a solution.
Gothia Towers also works with “world-class hosting”. This means that all new employees complete an induction course, and all employees undergo hosting training. This involves aspects such as quality assuring the way in which staff deal with our guests and strengthening employee commitment. Every month, we also announce a “Host of the Month” to reward excellent hosting.
Professional hosting is the foundation of Gothia Towers’ operations.
To find out more about our quality work, contact:
Charlotte Hagström, Quality Manager, Gothia Towers
Phone: +46 (0)31-708 84 44