Jayawardena, Chandana; Campbell, Maxine
Author Affiliation, Ana.
Department of Management Studies
Training to gain ISO 9002
Tourism and hospitality education and training in the Caribbean
Place of Publication
The University of the West Indies Press
Date of Publication
Series Editor Role
Series Volume Identification
Series Issue Identification
Presents a case of the efforts from the leading business hotel in Jamaica to attain ISO 9002 certification. Discusses the ISO certification in the context of quality assurance in hotels. Emphasises that training and educating employees in the process is critical to its success. The approach to employee training for ISO 9002 is assessed against the backdrop of redundancies; prolonged union negotiations, increasing competition, decreasing profits and a re-branding process. The key to success of training programmes lies in management's commitment and the competence and commitment of employees to making the process work. The training efforts, along with the commitment from management and staff resulted in the Le Meridien Jamaica Pegasus becoming the first hotel in the Caribbean and the Americas to achieve ISO 9002 certification.....