Structure that ensures clarity.
On the right
track together.
Quality
Quality policy
With Total Quality Management (TQM) as an integral part of our corporate philosophy, we are committed to the continuous improvement of both our organization and ourselves.
We strive to deliver the highest standards of quality in every service we provide, thereby strengthening our position in the marketplace. The quality of our services is a key factor in maintaining and enhancing our competitiveness.
We are committed to being a quality-focused and reliable business partner for our clients. To demonstrate this commitment, we openly communicate our quality policy and the standards by which we operate.
Our quality management is based on three principles:
1.
Ensuring quality through continuous improvement and by maintaining a quality assurance system.
2.
The continuous adaptation of our organizational formats to new technological possibilities and new insights.
3.
The clear and transparent definition of our corporate goals, which we align with the needs of our employees and customers.
We prioritize our customers' needs, which is why we honor contracts and offer excellent customer service. For us, the quality of service provided to the customer and job security are directly linked.
Operation Procedures
Manual
Team spirit | Cooperation | Responsibility
We work for each other, not just with each other; we support one another, are open to help, and accept it. In everything we do, we take ownership and face up to our responsibilities. Appreciation is important to us. We value respectful, courteous, and considerate interactions.
Feedback | Criticism Culture
Development needs feedback! We provide timely, honest, and constructive feedback. We admit mistakes and learn from them.
Trust | Reliability
Trust is the foundation of a stable relationship. Through our reliability, we ensure that trust develops and can grow. We have the courage to be honest.
Commitment | Performance | Quality
In everything we do, our focus is on quality in execution and results. We are committed to delivering high performance to achieve the best outcome for our clients and ourselves.
Ideas | Willingness to change | Willingness to learn
We actively contribute new ideas, which sets us apart from our competitors. We explore new avenues, learn from each other, and embrace improvements.
For every new project we undertake, we prepare a customized Operations Procedures Manual prior to commencement, upon request. This represents an important first step in implementing our targeted and sustainable quality management strategy.
The standards defined within the Operations Procedures Manual are developed collaboratively by our management team, our client, and the employees working on the front line. The manual serves as a practical reference tool, providing clear guidance on how, what, when, and where tasks can be performed more effectively and efficiently. Our goal is to create a living document – not one that gathers dust on a shelf, but one that is actively used in day-to-day operations. Concise, practical information, together with step-by-step procedures, provides employees with clear guidance on both expected conduct and operational processes.
Through systematic coordination and continuous quality control, we are able to deliver our services efficiently and cost-effectively. This includes structured workflows as well as ongoing comparisons between defined quality standards and actual performance, always in accordance with each hotel's specific operational requirements. Our objective is to engage every employee in this quality concept, as each individual is responsible for the quality of their own work. At the same time, it is management's responsibility to provide the framework, standards, and resources necessary for success.
With this approach, we not only support the daily responsibilities of our employees but also contribute to our clients' quality initiatives, fostering professional collaboration and a culture of continuous improvement at every level of the organization.
Operation Procedures Manual – Our guide to premium quality
Awards
Whenever possible, we travel to client appointments by train – an important part of our commitment to reducing our environmental impact. We also participate in Germany's Job Ticket public transport program and offer our employees bicycle leasing through the JobRad scheme, encouraging sustainable commuting.
A culture of mutual respect and partnership is firmly embedded in our corporate values. We are also proud to support Amnesty International and its commitment to protecting human rights around the world.
In recognition of our environmentally responsible business practices, we have twice been awarded the “Very Good” rating as a Sustainable Company by the German Institute for Quality Standards and Testing (DIQP), for the periods 2023/2024 and 2025/2026.
In addition, we have received the “Rating for Sustainability – Investing in the Future” certificate from the German Private Institute for Sustainability and Economics for two consecutive years, recognizing our ongoing commitment to sustainable business practices.
Awards were given, for example, for the environmentally conscious use of biodegradable cleaning chemicals, which bear the EU Ecolabel and the “Blue Angel” environmental label. Through increased digitalization and the simplification of administrative processes, we have been able to save resources and costs. We also focus on sustainability when purchasing our work materials. Manufacturing in Europe, efficient and economical energy consumption of all technical equipment, low noise levels from our equipment... we are gradually making changes for even greater efficiency and a particularly pleasant working environment.
We have just launched a new project for our workwear – which will be manufactured in Germany in the future – using cotton grown under fair conditions in Greece.
Richter Premium Hotelservice is a member of the United Nations Global Compact, the world's largest initiative for sustainable and responsible business practices. We support and respect the protection of international human rights and advocate for the elimination of discrimination in employment and work. In our sustainable procurement practices, we are committed to eliminating all forms of discriminatory working conditions. We address environmental issues and promote environmental awareness among our employees.
Together for a better future,
which has long since begun in our house.
Through preventative measures, regular training and clear safety standards, we are making a sustainable investment in the protection of our employees.
For us, security is not a mandatory requirement, but rather part of our corporate culture.
The safety and health of our employees is our top priority. For many years, we have successfully participated in the German Social Accident Insurance (DGUV) bonus program. This award confirms our ongoing commitment to above-average occupational safety measures.
We not only meet the legal requirements, but consciously go a step further to create safe working conditions.
Safety with responsibility – awarded for many years
Total Loyalty Management
We handle these topics very transparently, thereby arousing interest among our customers and employees.
Total Loyalty Marketing has become an important tool for us, which we are constantly developing further.
Our managers and employees are trained on this tool at our Premium Academy.
Total Loyalty Marketing is a management strategy that demonstrates how to achieve sustainable long-term growth by guiding both employees and customers up the Loyalty Ladder, transforming prospects into committed and active ambassadors for your company.
At the heart of this strategy lies one key principle: loyalty.
We have chosen to embrace this philosophy because we believe that traditional management approaches are no longer sufficient to remain competitive. Competing with conventional management methods in today's marketplace is like entering a Formula One race with a steamroller.
Management strategy
Enthusiastic customers and loyal employees lead to business success.
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