NH Palacio de Ferrera - Aviles, Spain
EXCELLENCE INQUALITY
NH Hotel Group is focused on developing a culture of quality that fosters permanent striving toward excellence; facilitating processes, maintaining
transparency in all actions, strengthening bonds with customers while guaranteeing quality of service and innovation.
QUALITY FOCUS
Through the Company’s
Quality Management System
,
Quality Focus, service and
quality have become two of the Group’s strategic aspects, giving NH Hotel Group a
competitive edge in the market and facilitating the involvement of all employees.
Aware of the importance of this work and in order to carry out more in-depth supervision,
an International QualityTeamwas created that directly supports the Business Units. The
incorporation of new quality coordinators allows for closer, more agile andmore specific
monitoring of improvement plans.
In collaboration with the managers of each hotel, this team has ensured maintenance of
the highest levels of quality and customer satisfaction. For this, 228 internal visits were
made to the hotels after which the results, in terms of quality, were analysed, specific
actions plans were defined for each hotel, and training sessions were completed when
necessary (more than 90 sessions).
These internal visits, along with over 450 audits completed through the Mystery Guest
format, allowed for the evaluation of the compliance of services to the standards and
procedures defined by the Company and the implementation of corrective plans in the
centres where areas of improvement were identified.
26
NHHotel Group Global
Evaluation Scores
2012
2013
DIF.
General satisfaction (*)
8.1
(
from 0 to 10)
8.2
(
from 0 to 10)
+
0.1
Value for money
7.7
7.8
+
0.1
No. Surveys
89,985
135,471
+
45,486
No. Evaluations (NH Surveys
+
external pages)
229,809
302,918
+
73,109
(*)
Includes the scores fromNHHotel Group internal surveys and external pages.
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