QUALITY ASSURANCE CERTIFICATION FOR HOSPITALITY MARKETING, SALES AND CUSTOMER SERVICES

The article proposes that there is a need to extend quality assurance schemes to encompass marketing and customer services. The hospitality industry's involvement in the consideration of quality assurance schem es is discussed and the degree to which they have been accepted. An ex planation of the Marketing Quality Assurance Scheme (MQA) is presented with detailed examples of the objectives to be met in assuring the qu ality of marketing, sales plans and customer service. The study conclu des that quality assurance schemes for services and marketing are esse ntial for the hospitality industry, in order to guarantee the quality of provision and to offer a bridge from quality assurance to the conce pt of Total Quality Management.