UNI 10670 - Hotel Guidelines

UNI 10670 - Hotel GuidelinesUNI 10670 regulation provides a clear definition of "hospitality service", regardless of structural features or size of facilities, placing great attention on crucial service elements the essence of which is defined in terms of courtesy, ability to cater to clients’ needs and continuous improvement, organization, service delivery and monitoring. It is a strategic tool of communication and transparency of hotel service quality which acquires credibility and pertains to the "service certification – process" scheme.



The benefits are:

  • Demonstrate coherence with obligatory requests;
  • Raise trustworthiness with your clients;
  • Guarantee communication and transparency of quality services which, thanks to the third-party monitoring activity, get credibility and pertain to the “service certification – process” scheme;
  • Better ability to adhere to legal requirements;
  • Possibility of competing in foreign markets with an objective warranty of organization quality;
  • More likeliness of winning national and international tenders;
  • More possibility of getting clients;
  • Improvement of the company image;
  • Monitoring and cost-cutting.

The most important parts of the certification process are:

  • Definition of the purpose of certification;
  • Pre-audit (optional); Gap-analysis and diagnosis of current situation in comparison to standards. The objective is to evaluate the process conformity to the requirements of Quality Assurance. The main phases of Gap analysis include:
    • Purpose definition;
    • Audit;
    • Non-conformity reports and opportunities for improvement;
  • Certification audit;
  • Certificate issue, valid for three years;
  • Monitoring audit, in order to check the conformity maintenance is kept up to the standards and continuous improvement;
  • Three year validity - when expired, the certificate can be renewed in accordance with the abovementioned procedure.