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Best Western Central Europe - Success Stories
Best Western - The World‘s
Largest Hotel Chain
“The Best Western Quality Assurance program is keeping us ‘awake’ ”
Mirjana Tanevska, Hotelier
Best Western Hotel Turist
Skopje
Republic Of Macedonia
“Quality assurance processes are very important for every business.
Of course we have our own processes and procedures which we carry out daily as well as we are
using the Best Western quality assurance procedures.
The Best Western Quality Assurance Program helps us regularly maintain our standards. Nevertheless
we do not prepare just for Quality Assurance assessments; instead we are permanently ‘preparing’
throughout the year.
To us succeeding in Quality Assurance Assessments only is proof of us doing our job the way we should.
And of course “to have 1000 points all through the year” means satisfied customers, regular guests and
thus increased profits.
There is a program which we have implemented since our opening after the big renovation in 2002
which we call “Hotelcare”.
I have developed check lists and every department’s manager is obliged to check at least 10 rooms
per month and to report in detail to the general manager. The general manager has to do the hotelcare
as well. So with team work and good coordination with the housekeeping department, it is simply
impossible not to have results.
Also, all employees are involved in the process of Quality Assurance and are encouraged to contribute
their opinion in order to improve the hotel’s maintenance.
Of course employees are highly motivated when they see that all their efforts are awarded - and not
only once but every year.
Five Quality Assurance Awards up to now is their success. Our guests also recognize, comment and congratulate
to our efforts and achievements.
I would like give all hoteliers one advice:
If you want to keep your hotel in great “shape”, regularly accomplish the Quality Assessment by yourself.
It brings satisfied guests, motivated employees and more money after all.”