Quality Assurance - Laguna Park & Aqua Club       [   Reservations: +359 554 270 76 ]() [   +359 879 559537 ]() [   Reception: +359 554 270 24 ]() [    reservations@lagunapark.bg ](mailto:reservations@lagunapark.bg) 

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Quality Assurance
=================

Ensuring the quality of the offered facilities and services

   **Laguna Park & Aqua CLub hotel management and team are commited to continuous improvement of the services provided and have established high standard quality assurance procedures.**

We value our guests and we believe that they will be granted with the highest quality of services and facilities they deserve.

**To achieve our objectives, the Quality assurance system includes the following points:**

a/regular collecting and monitoring the guests feed back – at reception, the guest relation officer, later discussions and actions taken by the managers

b/customer complaints procedure - verbal and in written, with details of the case and measures taken by the staff

c/training and development of all employees – at the start of the season, and in the process of work

d/regular monitoring of the feedback, and taking action to improve when identified /the best way – actions during the guest's stay/

e/ measurable quality objectives which reflect our service level standards /i.e. Quick and efficient check in, number of positive reviews, lack of complaints/

f/regular reporting to management of our guest feedback and complaints /everyday or weekly – according to the case/

Our internal procedures are reviewed regularly and our quality objectives are communicated to all our employees through our Company Notice board /in the different departments' premises, and at team meetings.

Though the managers have ultimate responsibility for quality, all employees have a responsibility in their own areas of work, helping to ensure that quality is embedded across the whole property.

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