Summary: This page explains why you are guaranteed to receive professional service at Molino.
Inma Sanchez Responsible for Quality
At Molino for the last twenty years we have always focused on our guests’ comfort and done all we can to ensure that people leave us satisfied.
Since 2004 however, we have formalised this intention by having external auditors certify our processes and ways of working to allow us to qualify for ISOs 9001 for Quality and 14001 for Environmental matters. Every year we have follow-up audits to confirm that we continue to adhere to the philosophy of the process and to show that we are constantly modifying and adapting our practices to ensure the highest possible levels of service.
What does this mean for you as using the hotel, restaurant or bar?
Firstly it should mean that you encounter a service which is guaranteed to function well and that our staff are clear of their roles and responsibilities to ensure your safety and well-being are of top priority.
Secondly, it also means that you have the opportunity to feedback any comments you may have on any aspect of our operation. All of the comments we receive are analysed by heads of departments in consultation with the owners and whilst we can not meet all requests for changes, we do our best to ensure that when you return to the hotel you will find constant improvements.
Thirdly, on the environmental front, we have lots of measures in place to reduce the impact of our hotel on the natural world. We hope that this is an initiative that you will also value. You will notice our requests for you to help us to re-cycle and our concern to reduce unnecessary consumption of electricity and water. Behind the scenes there is much work being done; all of our staff are trained to re-cycle everything that they can, we are regularly monitoring our machinery to ensure it is working as efficiently as possible, reducing emissions to a minimum and we have taken lots of precautionary measures to avoid spillages of the more volatile products we use.
Q of Quality
In 2007 we are aiming also to be audited and then certified as meeting the standards required by the Q of Quality, a European measure of tourist establishments. This is a further guarantee for you that you are going to encounter a well-run and well-managed hotel where the quality of all the services you use will be of a consistently high level. The standards are rigorous and demanding but we think the effort worthwhile for our customers, whom we hope to convert to loyal friends of Molino.
Inma Sanchez is in charge of all of these processes and will be delighted to explain more of our work if you so wish. You can contact her at Molino at anytime by e-mail or telephone.