Dalyan Hospitality Group: ISO 9001 and ISO 22000 service quality

Dalyan Hospitality Group worked with different practices in its three hotels. The resolution of guest complaints, kitchen hygiene records and the training of seasonal staff were run differently in each hotel.

Approach

• A group standard for reservation, welcome, housekeeping, restaurant and departure processes
• Guest complaint management and monthly tracking of the satisfaction score
• HACCP, allergen management and buffet control points in kitchens
• A three-day rapid orientation and competence matrix for seasonal staff
• Central internal audit: in May, before the high season

Result

Both certificates were obtained before the season started. The guest satisfaction score rose from 8.1 to 8.7 and kitchen-related complaints fell 60 per cent.

Lessons

In seasonal businesses the continuity of the system is secured by a competence matrix and short orientation videos. Holding an internal audit before each season preserved the certificate and standardised the guest experience.