NIAGARA FALLS, ON -- The Sheraton Fallsview Hotel & Conference Centre in Niagara Falls, Canada has earned the distinction of being one of only seven hotels in the world certified to the esteemed ISO 9002 standard of Quality Management, assuring guests of luxury accommodations, exceptional cuisine, state-of-the-art facilities and superior service -- by today's global standards. It is the first hotel in Ontario to obtain this prestigious certification.

Introduced by Geneva-based International Organization for Standardization (ISO) in 1994 and since adopted by 110 countries, the ISO 9000 system provides organizations with a basis against which to establish, monitor and evaluate their commitment to quality in conducting all aspects of their business.

Although still rare in the hospitality industry, it is a powerful, pro-active marketing tool for remaining competitive and opening future markets in a rapidly changing global economy.

"We pursued certification because we were already there... and wanted the world to know it," says General Manager Albert Zappitelli. "ISO-compliant companies respect how difficult it is to achieve this sought-after quality designation... So it sends a clear, strong message to the corporate community: We're serious about earning your business!"

The custom-designed Sheraton Fallsview ISO 9002 Quality Management system, fittingly named "Reach For The Rainbow", was compiled and developed by staff with Global Quality Institute (GQI) as consultants. Human Resources Development Canada (HRDC) was a business partner. Deloitte & Touche Quality Registrar Inc. (D&T) was the Registrar. The initial implementation process took one full year to complete, at a cost of $100,000. All 350 Hotel employees underwent intensive training.

"Our focus has always been on quality, and customers have always felt it," says Connie Zappitelli, Director of Marketing. "The ISO system just enables us to do it more efficiently – internally. The instant recognition and credibility of ISO standards also gives new clients – particularly meeting and conference planners – a comfort zone in knowing our services will be provided right the first time...that they can count on a superior destination experience with built-in quality assurance every step of the way – from initial contact to check-out."

Since officially opening in 1991, the Sheraton Fallsview Hotel & Conference Centre has earned the coveted AAA '4-Diamond Award' for seven consecutive years; twice won Successful Meeting Magazine's prestigious 'Pinnacle Award' based on annual surveys of meeting planners; twice attained the Sheraton Franchise 'Hotel of the Year Award' (including North America, Hawaii and Mexico) based on guest satisfaction surveys; and received numerous local hospitality industry awards. It now becomes the first Sheraton to achieve ISO 9002 certification.

"Our name, location and reputation plus ISO 9002 standards firmly establishes us as hospitality leaders – an exciting, first-class hotel in a city with lots to do," states Connie with pride.

The resulting documentation goes even beyond ISO requirements in detailing ninety-nine different job functions, with "service" stipulated as a common, primary responsibility.

"Under our Quality Policy, management and staff are committed to offering our guests the best possible service – not only to meet expectations...but to anticipate needs and exceed them," explains Albert. "That commitment also extends to our business partners and into the community, and includes actively integrating continuous improvement into every step of our operation."

Internal audits (twice a year) by a 22-member internal audit team and external, third party annual audits by D&T will be conducted to ensure ongoing compliance to strict ISO 9002 performance and documentation requirements.

The 20 storey, 295 room Sheraton Fallsview offers 30,000 square feet of meeting space. Detailed descriptions (plus a virtual tour) of Sheraton Fallsview's facilities and services can be found on their website . Written in six languages, with links to information about Niagara's many world-class attractions and events, the site also features 24-hour live views and close-ups of Niagara Falls from a video camera atop the hotel (directly above the Horseshoe Falls). The unique 'FallsCam' site is attracting thousands of 'hits' a day.

Sheraton, which has more than 375 hotels in 66 countries, is the largest brand of Starwood Hotels and Resorts Worldwide, Inc. Starwood, through its St. Regis, Luxury Collection, Westin, Sheraton, Four Points and W subsidiaries, is one of the leading hotel and leisure companies in the world with more than 700 hotels in 77 countries and 130,000 employees at its owned and managed properties.

Albert Zappitelli
General Manager
905 374-1077
Sheraton Fallsview