Hospitality Assured

Hospitality Assured


Hospitality Assured is the quality standard created by the Institute of Hospitality specifically for customer facing businesses.

The Hospitality Assured process encourages businesses to look at their own operation for the customer’s perspective and to see where improvements should be made to benefit the business. This is done by looking at how businesses score against the criteria in the 9 step standard.


Hospitality Assured was created for the industry by the industry in the mid 90’s and the initial development of the standard was undertaken by the then HCIMA in collaboration with representatives of the University of Surrey, hospitality consultants and professional assessment bodies, amongst others. The objective was to create a standard that took into account the unique characteristics of such a diverse industry. Subsequently the standard was re-modeled in 2003/4 on the European Foundation for Quality Management (EFQM) excellence concepts. Most recently in 2010 the standard was revised to reflect customer feedback.

Why be a Hospitality Assured Customer?
Using the standard and reviewing how they do business using the 9 steps allows customers to see how well they are doing in relation to their own aspirations. In addition being assessed and scored allows them to compare their performance with others operating in their sector and with HA businesses in general.

The Hospitality Assured framework can help to:

  • Improve quality standards
  • Improve leadership and management skills
  • Increase customer loyalty
  • Improve staff morale
  • Reduce staff turnover
  • Increase market share
  • Generate great PR
  • Develop service ideals, values and principles that support a culture of excellence

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