Quality Policy - Hotel Carlos I Silgar

Quality Policy

At HOTEL CARLOS I SILGAR, QUALITY has been, IS, and WILL BE one of the fundamental and priority pillars of its Identity, Leadership, and Development.

MISSION

We give our best so that each customer can enjoy the experience of feeling better and happier, living and sharing special moments in our hotel, with small things we do every day to surprise them.

GENERAL OBJECTIVES

  • Ensure the CONFIDENCE of all parties related to HOTEL CARLOS I SILGAR (employees, customers, partners, suppliers, and society) in terms of reliability, technical capacity, diligence, pursuit of excellence and respect for human rights, in the development of our services.
  • Have enough FLEXIBILITY to adapt to the requirements and needs of our customers in a constantly changing environment, which in turn, constitutes our primary competitive advantage.
  • Ensure the EFFECTIVENESS, EFFICIENCY, AND EFFECTIVITY of our Management System and safeguard the PROFITABILITY and cost optimization.

DIRECTIVES

  • Customer Orientation:

The customer is our reason for being, our number one priority, the one who commands in our hotel. We do everything for and for the customer. We listen very carefully to give him what nobody gives him, what he does not ask for, trying to surprise him by anticipating his needs and expectations.

The evaluation of the degree of satisfaction that customers experience with our services: marks the management and operation of the hotel at all levels of our organization, allows us to address its continuous improvement and serves as a reference point for the planning of our Strategic and Operational Objectives.

  • Teamwork:

We direct our efforts towards the same result, taking into account the contribution of each member of the HOTEL CARLOS I SILGAR, no matter how small it may seem, to respond to the objectives and interests of the team, customers, and the company.

Each of us is ultimately responsible for their values and attitudes taking root and aligning with our Corporate Identity and it is our personal mission, as well as carrying out impeccable and responsible work, according to the Principles of ethical and professional behavior, defined in our Code of Ethics.

  • Excellence and Innovation:

Excellence is our attitude. We get involved in the definition of improvement actions and in the detection, analysis, and correction of errors, inefficiencies, and bad practices, as well as in the elimination of their causes.

We manage Innovation as a tool that enhances our "know-how" to add value to the customer's experience and to the optimization of processes.

  • Corporate Social Responsibility and Compliance

We want to do our bit to promote the well-being and growth of our interest groups, environment and society. Therefore, we are committed, within the framework of continuous improvement and according to the company's possibilities, to:

1. Create quality employment, promoting social integration, training, professional development and promoting diversity of abilities on an equal term of conditions and rights.

2. Protect the Environment, preventing and minimizing possible effects caused by our actions, through sustainable rationalization of resource use and reduction to a minimum of pollutant emissions and waste production.

3. Comply with current legislation and regulations on quality and environment, as well as other voluntarily acquired requirements. In addition, according to current legislation on the criminal liability of legal persons, the Fianteira Group incorporates a Protocol for the Prevention of Crimes in all its companies, which includes suitable surveillance and control measures to prevent the commission of crimes or to significantly reduce the risk of criminal conduct.

4. Extend these commitments beyond our Group's companies, including suppliers and customers, assured that awareness and everyone's good intentions constitute the base of future generations.

These directives are specified and deployed in specific objectives and are binding at all levels of the Organization. The assumption of this Policy and of the responsibility that all of us have in its implementation is an essential requirement to fulfill our mission and achieve the set objectives.