As with our other policies, this policy is particularly relevant because of the commitments it establishes towards our most important stakeholder: our guests.
Understand and embrace the concept of Quality from our guests’ perspective. We will have succeeded when we meet or exceed their expectations. Our main objective is to ensure that our guests are as satisfied as possible with our services and choose to return.
Establish direct and personal contact with all our guests in order to understand their needs and respond to them appropriately, promptly and efficiently.
Build guest loyalty through quality management, attention to detail and the friendly, approachable and welcoming attitude of our team.
Measure our guests’ level of satisfaction objectively through different sources, including our Quality Questionnaire and feedback collected through other channels, such as the main OTAs we work with.
Manage the comments and issues identified through these channels in order to continuously improve our product.
Encourage and motivate our employees to participate and work as a team, promoting training and continuous learning. We will provide all available resources to ensure they have the appropriate tools, ranging from general and group training sessions to personalised individual coaching.
Seek the best value for money in the market, achieving the right balance between profitability and guest satisfaction.
Maintain and continuously improve our management systems and working processes, using our policies and statements of intent as a framework.
Comply with legal requirements, applicable regulations and the Corporate Social Responsibility commitments we have undertaken.
Communicate this policy and make it accessible to all interested parties.
In short, our main Quality objective is to make our guests feel... at home.
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