SOL MELIA ANNUAL REPORT 00 COMP

MILESTONES 2000 · QUALITY & ENVIRONMENT
Towards Total Quality
sSol Meliá continues with the implementation
of its ambitious corporate standards programme,
working towards “Total Quality”. Under
the slogan “Your satisfaction, our commitment”,
the philosophy of the company is based
around placing its 5 different types of clients
(hotel owners, shareholders, suppliers, guests
and employees) at the very heart of the organisation
and adapting its products and services to
their needs and preferences.
During the year 2000 the Guest Satisfaction
Programme has been given a further impulse
aiming to provide an immediate response to
the needs of increasingly discerning guests.
The company is in the process of gradually
introducing a new Guest Satisfaction
Assurance programme which aims to improve
service quality and levels of personalisation,
while also increasing the motivation of hotel
teams through a flexible system which focuses
on Creating Memories for guests and anticipating
their needs.
Thanks to the fine-tuning of processes, the use
of new quality control tools and the active and
enthusiastic involvement of personnel, problems
may be detected and resolved more
quickly, while fluid communication channels
and a will to learn from the experiences of
others mean that in Sol Meliá its really true
that “everything is possible”.
Recognition for a job
well done
Since the company created its firs Guest
Satisfaction Programme in 1994, the constant
“At Sol Meliá we
encourage a
philosophy of
Continuos
Improvement and
competitiveness,
which means not
only complying
with standards, but
also going one step
further, keeping up
with our clients as
their needs develop
and trying to stay
one step ahead of
those needs”.
”
Sierra
Gabriel Escarrer Jaume,
Chief Executive Officer
Gran Meliá Don Pepe
Nevada
efforts by the company to grow and adapt to
the changing needs of guests have been rewarded
with a large number of official certifications.
In 1996 Sol Meliá became the first
European hotel company to achieve ISO 9002
Quality Certification, a distinction that would
later be shared by the Meliá Lebreros hotel
(Seville) or Meliá Kuala Lumpur (Malaysia),
amongst others.
Another 12 company hotels in Spain have also
merited the “Q” for Quality granted by the
Spanish Hotel Quality Institute to those hotels
that tirelessly strive to create “continuous
improvements” in their products and services.
The hotels are the Meliá Zaragoza, Meliá
Sierra Nevada and Meliá Granada (Granada),
Meliá Balneario Mondariz (Pontevedra), Gran
Meliá Don Pepe, Meliá Costa del Sol, Sol Élite
Aloha Puerto, Tryp Alameda and Sol Príncipe-
S OL
M ELIÁ
A NNUAL R EPORT 2000
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