Paola Pellicioli

ABOUT THE PRESENTATION
Hotel quality evaluation
Tangible and intangible factors of hospitality
A report on many experiences of Quality System Application to Hotel Management and Services will be presented: in 1994, 45 hotels of Venice and 4 other tourist destinations in the neighbourhoods were the first kick off action in Italy about quality introduction in the Hospitality sector. Many other experiences have been realized so far. A complete set of specific tools and methodologies will be presented, especially in the main managerial areas of the hospitality services: business performance, customer research, product and staff development, operational elements, relation of the hospitality with environment conservation. These have been identified as the key areas in which quality improvement can be made and are reviewed. Quality of corporate strategy and mission statement is the first step to be implemented and improved: general and specific responsibilities are defined for all personnel whose functions are bearing on service/product quality and the quality system, through a careful Job Descriptions and Responsibility Charts. Human resources are the best asset of the intangible value creation in hospitality. Therefore, one of the key elements of the Quality Assurance is a continuous training and team building. A Quality Manual focused on Hotel Management and Services will be available for a debate.

ABOUT THE SPEAKER
Paola Pellicioli is Team Leader at AICQ (Italian Organization for Quality) Laboratory for Tourism in Veneto Region. Member of the National Board of AICQ, Tourism Sector.
Responsible for the Studies and Research Center of Innova International SRL, specializing in support to business development, start-up, marketing and communications.
Director of Andromake d.o.o., Tourist Agency.