qualityassuranceandthe[q]tourismqualitymark

In an increasingly competitive market with more demanding customers, quality management has ceased to be an option and has become a strategic necessity.

The objective of quality assurance is to promote the continuous improvement of all processes in order to satisfy and even exceed the established and implicit needs of the customer.

The Concept of Quality and its Benefits

Quality, according to the ISO 9000:2000 standard, is the "degree to which a set of inherent characteristics meets the requirements."

Implementing a quality management system in a hotel establishment brings tangible benefits, such as cost savings, the creation of a documented work methodology, the transmission of security to customers and greater simplicity and transparency in the processes.

The factors that a customer perceives as a quality service include the material elements (facilities, equipment), the confidence that the service will be provided correctly, proactive help to satisfy their needs, the guarantee of professionalism and empathy in individualized attention.

The role of the employee is, therefore, essential in this process.

The "Recommended for its Quality" Distinction

Some establishments manage to go beyond the minimum requirements by law, obtaining special recognition.

The "Recommended for its Quality" distinction is temporarily awarded to those accommodation companies that far exceed the minimum requirements of their category.

To obtain this recognition, several criteria are assessed: the relationship between the capacity of the establishment and the number of employees , the qualifications of the staff , their level of professionalism and seniority , the existence of complementary services and facilities such as a swimming pool or sauna , and the quality of the material and decorative elements.

Obtaining this qualification allows the hotel to display a special distinctive sign next to its official plaque and to be included in official tourist guides.

The "Q" Quality Mark Tourism

The "Q" for Tourism Quality is a Spanish brand that provides prestige, differentiation, reliability, and rigor to certified tourist establishments.

It was established on April 14, 2000, and is managed by the Institute for Spanish Tourism Quality (ICTE), a private, independent, non-profit organization recognized nationwide.

Belonging to this brand represents a commitment for companies to continuously improve their services, for which they use various quality tools such as surveys, complaints and claims management, suggestions, self-assessment questionnaires, and quality indicator systems.

The "Q" brand is applicable to a wide variety of establishments, including hotels and tourist apartments, rural accommodation, spas, campsites, convention centers, and restaurants, among others.

Auditing Companies and Types of Certifiable Establishments

The granting of the "Q" Brand for Tourism Quality is achieved through an audit process carried out by independent entities recognized by the Spanish Institute for Tourism Quality (ICTE).

The Auditing Companies recognized by the ICTE are:

• SGS
• AENOR
• Lloyd's Register
• Bureau Veritas
• IAC
• Tüv Rheiland

The "Q" mark is applicable to a wide variety of companies and services within the tourism sector.

Currently, there are 1,929 establishments certified with the "Q" for Tourism Quality, and the types of establishments are as follows:

• Rural Ac