ILUNION Hotels wants to provide its clients with a unique service that stands out from its competitors, becoming its main competitive edge. Therefore, aware of the continuous evolution of tourism sector demands and the importance of ensuring the maximum satisfaction of its clients/users by providing them with services that meet their needs and expectations, the company is committed to incorporating aspects related to universal accessibility, sustainable development, respect for the environment and the conservation of our surroundings into its processes. Management shall provide the necessary human and material resources to implement and roll out this Policy in the organisation.
Guidelines arising from this Policy can be summarised in the following general principles or objectives:
1. Provide a service that satisfies both internal and external clients, so we must not only attend to and meet their needs, but we must also be able to anticipate their expectations, through permanent contact that allows us to assess their perception of our services in order to continuously improve them.
2. Have the necessary flexibility to foresee and solve possible service incidents and to make up for them with a clear orientation towards service, information and, if necessary, help for the client.
3. Establish the necessary mechanisms to manage all processes and enable their improvement through feedback that generates a continuous improvement of environmental management, quality and accessibility of services.
4. Promote learning of management, operational, environmental and accessibility processes through adaptation and continuous improvement. Contributing to the communication, awareness and participation of all agents related to ILUNION Hotels (employees, clients, partners, suppliers and society in general).
5. Ensure cost efficiency and cost optimisation.
6. Improve social welfare by contributing to the prosperity and sustainable development of the communities where we operate, enhancing social integration, creating decent and fairly paid jobs, creating accessible environments that improve employee performance, the quality of life of users with functional limitations and customer service.
7. Encourage teamwork through internal communication and foster the creation of interdepartmental teams.
8. Comply with applicable legislation (tourism, accessibility and environmental), client requirements, DALCO accessibility requirements, regulatory requirements, operational requirements, cost-effectiveness requirements and other requirements to which the company subscribes.
9. Prevent and minimise the possible negative effects that our actions may have on the environment by rationalising the use of resources, minimising polluting emissions and waste production. Engaging in the sustainable development of our environment.
10. Promote the sustainable growth of the society we serve in an efficient and responsible manner, constantly applying the values of the pursuit of excellence and respect for human rights.
These basic principles are specified and implemented in specific quality, accessibility and environmental objectives that are periodically assessed to verify compliance and to establish the necessary measures in case compliance is threatened.
The Integrated Management System developed by ILUNION Hotels is based on the application and strict compliance with the guidelines contained in its Manual and documents.
Guidelines set out in System documentation are binding at all levels of the organisation. All members of the organisation having knowledge of this Policy and participating in its implementation is a prerequisite for fulfilling our mission and achieving our objectives.