The BS ISO 22483 standard, which was first prepared by the British Standards Institute (BSI) and then reviewed and published by the International Standards Organization (ISO), regardless of the class or category, personnel, service, activities, entertainment activities, safety, maintenance, cleaning, it establishes quality requirements and recommendations for hotels, hostels, resorts or hostels in procurement activities and customer satisfaction. The purpose of this standard is to provide a common and feasible reference for these accommodation facilities, wherever they are in the world, to provide customers with quality service.
Within the scope of the standard, the service requirements of all kinds of accommodation facilities are organized under the following headings: personnel requirements, service requirements, event organization requirements, entertainment events, safety and reliability requirements, maintenance requirements, cleaning requirements, supply management and customer satisfaction and feedback.
Naturally, among these requirements, personnel requirements are the top priority. All employees must be trained and experienced in their field. In this respect, the standard has determined its competence as follows:
– Having a certain skill and having an apprenticeship training with a competent person in relation to the subject.
– To have documented his experience on this subject with references from places where he worked previously.
– Having vocational training.
– Attending a training program for the completion of the deficiencies.
– Having academic education.
– Having practical experience during trainings.
Meanwhile, the hotel management has to define the job descriptions of the employees and document their business processes within the organizational structure. In this regard, the organization must be responsible for monitoring the delivery of the services, identifying and recording any activities related to the delivery of the services, and initiating and maintaining actions to ensure customer satisfaction.
Hotel management has to design and implement a training program in order to increase the efficiency and competence of the staff according to the determined needs. For this purpose, preparation of an orientation program for new hired employees, training of how to treat different types of guests to employees who are in contact with the people staying at the facility, training of emergency response and environmental good practices, hygiene and safety issues, information technology skills, foreign languages and signs. Different education programs, such as language, should be implemented.
ISO 10015 Quality management for education activities – Guide for education and ISO 29993 Learning services other than formal education – Service requirements standards should be taken into consideration.
The BS ISO 22483 standard blames all employees for the quality of guest service and imposes the following rules regarding guests:
– Being polite and respectful.
– To be clean, tidy and well-maintained.
– Providing service with care and according to the business processes of the accommodation facility.
– Being identifiable (displaying the employee’s name on a label).
– Avoiding loud sounds as much as possible during the fulfillment of the tasks.
– Not entering the rooms without the permission of the guest.
– To know how to behave in an emergency.
– To be aware of the tips policy defined by the hotel management.
– To be aware of any special accommodation and arrangements available for all types of disabled guests.
Services are a very important component of the modern economic system. The power of the service sector is indisputable in the economic and social development of countries. Tourism activities are a strategic economic activity for every country and their importance in national economies is increasing worldwide.
The tourism sector consists of many different products and destinations, and tourism activities cover both public and private sectors. It contributes to many basic goals of countries such as economic growth, sustainable development, job creation and economic and social cohesion.
The worldwide development of tourism makes this sector an important resource for the economic recovery of countries with important tourism resources.
The Covid 19 outbreak that we are living in has affected the tourism sector badly like many other sectors. Naturally, the tourism sector has entered a serious recovery period nowadays as countries gradually intend to open their border crossings. However, in order for everything to be the same again, serious changes in practices and standards are coming up.
Nothing will be as before in areas such as personnel requirements, service requirements, event organization requirements, entertainment events, security requirements, maintenance requirements, cleaning requirements, supply management and customer satisfaction. In this regard, updated by the International Standards Organization (ISO)
ISO 22483:2020 Tourism and related services – Hotels – Service requirements standard includes regulations that will eliminate hesitations in this field and create the same language in service understanding worldwide.
If these and similar standards are applied correctly, tourism will become an important source of income in the near future, especially for developed and developing countries.
The sense of sustainable tourism, which has been frequently stolen in recent years, is the sense of respect and improvement of the environment in which it is traveled. Sustainable tourism includes protecting the cultures, ecological environments and biodiversity of communities.
Enterprises by our organization, tourism and related services Within the scope of the service requirements of the hotels are also provided.