HOTEL LA LAGUNA SPA & GOLF

Quality and ethics policy

Hotel La Laguna SPA & Golf works daily to adapt to the quality requirements demanded by an increasingly competitive hotel market and, above all, with the intention of providing the best possible service to our customers. That is why we have a Tourism Quality System based on the UNE-EN-ISO 9001 and UNE-ISO 22483 Standards for the provision of services in the following areas:
  • Accommodation service
  • Catering service
  • Event planning
  • Beauty and relaxation

The management of the establishment expressly declares its fundamental commitment to promote quality in the hotel, as well as to encourage ethical and upright behaviour on the part of its managers and employees, with the aim of achieving, among others, the following objectives:

To keep the hosted customer always in compliance with the requirements provided, and to meet their needs at all times. To this end, we will maintain proper communication with the client and the hotel will always be in a perfect state of cleanliness and conservation. All the hotel facilities are adapted for people with physical disabilities, and some of our rooms are prepared for people with reduced communication capacity.

In our hotel, the three steps of service will always be practised by all our employees:

  • To give a warm and sincere welcome to our guests.
  • To anticipate, satisfy and exceed their wishes and needs.
  • To give our guests a warm and cordial farewell.
  • To strengthen the selection, development and promotion of human resources with a focus on quality, and with a strong emphasis on internal training.
  • The management will provide the hotel with all the necessary resources to promote all the improvements proposed to achieve the objectives.
  • We are committed to complying with the legislation applicable to the hotel, as well as any other requirement not of a legal nature.
  • We are committed to continuous improvement, both in environmental management and in the correct provision of our services.
  • Continuous improvement will be part of the company's quality culture and it will be a commitment of all staff to foster this improvement. Error prevention should be prioritised over error correction, and the Quality system implemented should become a tool for achieving and improving results.
  • The improvement targets set each year will be consistent with the needs of our customers, stakeholders and today's society.
  • All employees of the hotel will be committed to the fulfilment of the objectives set, through the knowledge of these objectives and their state of fulfilment throughout the financial year.
  • To approve, implement and keep updated a Code of Conduct applicable to managers and employees that guarantees good governance, transparency and integrity in relations with customers and other stakeholders.
  • To promote transparency through the implementation of internal and external communication systems and channels.

The general management, as the main driving force behind the quality management system, takes advantage of the distribution of this policy to emphasise that all the people in the organisation in their jobs are important for the correct functioning of the hotel, to satisfy the requirements of the services and therefore to achieve the required level of quality, as each task carried out within the company forms part of the process established to offer the client a quality service. At Hotel La Laguna SPA & Golf we understand quality as the commitment to meet the requirements, and even exceed the expectations of our customers.

The quality and the achievement of objectives require the collaboration and participation of all levels and for this, information, communication and a good working atmosphere are indispensable. Therefore, it is part of management’s commitment to encourage these factors in all staff to achieve the objectives.

Likewise, the hotel management provides all the necessary means to develop a favourable framework for labour relations based on equal opportunities, non-discrimination and respect for diversity, promoting a safe and healthy environment and facilitating communication with the staff.

The General Management, through meetings, training and motivation plans, ensures that its ethical and quality policy is understood and accepted by all staff; and with the help of internal audits, verifies that the quality system maintains its efficiency and adequacy.

Management