In HolidayInn Quality is managed at two different levels.

Being a 4 Star hotel, it

requires to maintain the quality of food as well as the over all hotel.

1. Quality Incharge for Food: Who is responsible for maintaining the quality
standards for food, maintain food safety measures.

Responsibilities and duties:-

Conducting training for hygiene measures, quality of food, ways of cooking food
hygienically, Arranging for steaming machine or Dishwashers which cleans
utensils hygienically.

Through checking the implementation of the norms set for maintaining the food
quality periodically.

Working with the Executive Chef for regular & continuous evaluation &
improvement of the process.

2. Quality Control Manager: Who is responsible for maintaining the overall

quality of the hotel.

Responsibilities & duties:-

This challenging role has responsibility for planning and performing hotel wide
quality assessments and developing and tracking Hotel Action plans for the cluster
hotels, and consulting with hotel management to review assessment data and
recommend strategies for improvement as necessary.

• Making the survey forms for guests & arranging them to be filled by guest
Relations Officer. This survey takes the feedback on the Lobby(entrance),
room, Bathroom, amenities, food, & service of staff. The result is
calculated on monthly basis & the total scores are discussed in the townhall
(monthly meet of all the staff & the GM).Also solution for the areas of
improvement is provided & asked for. Which are then implemented by all
the employees & evaluated by the Qc manager.

• Arranges for training to implement the quality standards set by the Hotel
group worldwide through working with training Manager to ensure the
induction & other trainings also include the quality measures and the
training is done at proper intervals.
• Working with the safety & Security manager to arrange training for
maintaining safety in all departments. Also providing information about the
hazardous materials & dangerous places in a hotel like in a hotel which is in
the process of opening has an empty place for lift which is open from the
ground floor till the terrace.

• Schedule and conduct Hotel evaluations in order to measure overall quality

levels pertaining to physical condition, cleanliness and compliance with
IHG operating standards.

• Consult with hotel management on opportunities to improve Service Levels

and make recommendations on methods for producing these improvements

• Develop Action Plans as a guide for hotel management, listing any

deficiencies, action(s) required for improvement and target dates of
completion

• Perform appraisals which include the assessment of occupancy and other

related statistics to determine if the hotel is complying with timely cycled
refurbishment program for Furniture, Fixture & Equipment and other
mechanical systems.

• Discuss assessment results with hotel management. Discussions include,

but are not limited to, corrective action plans, timing, and
recommendations.