ISO and GRC standards for hospitality and facilities: where to start: video

Judged every day on service, food, safety and energy

Hotels, resorts, venues and facility management providers are judged every day on service, food safety, safety and energy. The standards that answer those judgements include ISO 9001 for service quality, ISO 41001 for facility management, HACCP for kitchen hygiene, ISO 22000 for food safety, ISO 45001 for staff safety, ISO 14001 for environmental management, ISO 50001 for energy performance and PCI DSS wherever guest cards are taken at the front desk, in outlets or online.

For a hotel group or an FM provider the film is a quick orientation. The aim it points to is one way of working, from check-in to the maintenance request, that holds across shifts, sites and new hires.

Where the pressure builds, and where to start

The pressure builds from several places. Corporate accounts and travel buyers ask how quality, energy, water and waste are managed and expect evidence rather than a brochure. Facility management contracts are won and renewed on service levels, safety records and the ability to show a working system across client sites. Anyone taking guest cards must meet PCI DSS, validated every year as the acquirer requires. Kitchens, banqueting and catering contracts face inspections and client audits, where a HACCP plan followed on every shift is what inspectors look for. Owners and groups often set their own expectations too.

A common starting point is ISO 9001 for consistent service at every property, or ISO 41001 for FM providers whose contracts depend on demonstrable service delivery. HACCP is the priority wherever food is served, and PCI DSS wherever cards are taken. Environmental, energy and safety standards then join the same system, with one internal audit and one management review. To see the full list for hotels, venues and FM, try the free Select the Standard™ tool.

Across properties and client sites, Sterling's consultants work under a fixed scope and one all-inclusive proposal that covers consulting, Effivity, Sterling Academy access and internal auditor training as applicable. An accredited body decides on certification, and PCI DSS is validated rather than certified.