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Regulations

In compliance with Organic Law 15/1999, of 13 December, under the Personal Data Protection Act, we inform you that data collected will form part of an automated file, under the ownership of BARCELONA ACTIVE SPM S.A., with registered office at 162-164 Calle Llacuna, Barcelona, with the aim of managing enrollments and of informing of the company's activities and services within its field of action. You will be able to exercise access rights, rectification, cancel cancellation and/or opposition via written communication to the Legal Services of BARCELONA ACTIVE SPM S.A. at the aforementioned address.

 
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Description

This is the person who, by using different sampling and data collection techniques, verifies correct operation of the hotel services, their adaptation to the quality standards set by the establishment and compliance with the required health and safety regulations for hotel establishments. It is just as important for the auditor to know different quality certifications (ISO, Q...) as to have some objective parameters that allow the job to be done well. Therefore, it is a job that is based on the existence of good quality indicators, correct data collection and well-chosen assessment of this data.

Tasks

  • Study the quality parameters set for the establishment.
  • Define quality measurement indicators. These indicators enable assessing:
    That the attention given to guests by the different hotel departments and services is correct.
    That the attitudes and responsibility of professionals working in the hotel are appropriate.
    That the condition of different areas, facilities and items meet the quality standards of the establishment.
    That schedules and services provided meet guest expectations.
    That the meals and drinks provided in the establishment are of suitable quality.
    That the establishment fulfills all legal regulations required in a hotel regarding health and safety (emergency plans, prevention of Legionnaire's desease, HACCP, etc.).
  • Make periodic visits to hotels to carry out the audit and check each of the quality indicators.
  • Complete data collection forms.
  • Assess both the establishment's compliance with specifications and the guest satisfaction index.
  • Issue reports reflecting the results of the audit and forward it to higher management (usually the director of operations or the director of the hotel).
  • Issue reports on critical points (pleasant and unpleasant events for guests).
  • Carry out and assess different types of questionnaires (suggestions, opinions, surveys...) to determine guest satisfaction.
  • Check that any deficiencies detected in the service have been remedied in the following audit.

    A quality indicator is a tool that allows the auditor to collect accurate data. If the indicator is objective it can be well measured. For example, to determine whether the service in the hotel restaurant is correct, you can measure the time elapsed between servings.


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Centre per al desenvolupament professional Porta22
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Generalitat de Catalunya
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