Aligning quality improvement with strategic goals at ANA hotel San Francisco

In the past, premier hotels could ensure capacity bookings, and, thus, stay ahead of the competition merely by offering plush accommodations. In the 1990s, however, the hospitality industry is finding that more and more customers decide where they want to stay based on quality issues and even subjective relationships. To deliver the satisfaction and value demanded by customers while meeting its profitability goals, ANA Hotel San Francisco implemented a quality improvement training program that carefully balances the customer's point of view with the hotel's strategic planning needs.