Laguna Park & Aqua Club hotel  management and team are  commited to continuous improvement of the services provided and have established high standard quality assurance procedures.

 

We value our guests and we believe that  they will be granted with  the highest quality of services and facilities they deserve.

 

        To achieve our objectives, the  Quality assurance system includes the following points:

 

a/regular collecting and monitoring the guests feed back – at reception, the guest relation officer, later discussions and actions taken by the managers

b/customer complaints procedure  - verbal and in written, with details of the case and measures taken by the staff

c/training and development of all employees – at the start of the season, and in the process of work

d/regular monitoring of the feedback, and taking action to improve when identified /the best way – actions during the guest's stay/

e/ measurable quality objectives which reflect our service level standards /i.e. Quick and efficient check in, number of positive reviews, lack of complaints/

f/regular reporting to management of our guest feedback and complaints /everyday or weekly – according to the case/

 

    Our internal procedures are reviewed regularly and our quality objectives are communicated to all our employees through our Company Notice board /in the different  departments'  premises, and at  team meetings.

 

Though the managers have ultimate responsibility for quality, all employees have a responsibility in their own areas of work, helping to ensure that quality is embedded across the whole property.