Auditing the Auditors: What Happens When Quality Assurance Morphs Into PR & Marketing?

Steven Ferry | December 2, 2019

By Steven Ferry, Chairman, International Institute of Modern Butlers If Quality Assurance had not been taken over by such interests, it would be focused on operational audits and follow-up actions that result in improved service and thus influenced guest perception based on real-world intentions and actions. This hijacking of QA could explain some very real problems that hoteliers are facing today in their operations and even with guest perceptions.... Did you hear about the case of the incredible disappearing hotel manager? No? Well, this is not so much a joke or a detective story as the beginnings of an obituary for the old-t...