Hotel Santana reconfirms its hospitality

For the second consecutive year Hotel Santana in Qawra has reaffirmed its position as a provider of customer service excellence, following a second reassessment in July. In June last year the Santana established itself as the first hotel in the northern part of Malta to be awarded the Hospitality Assured accreditation.

Launched jointly by UK's HCIMA (Hotel and Catering International Management Association) and the British Hospitality Association, the key objective of Hospitality Assured is that of establishing a National benchmark for 'Service Excellence' in the hospitality industry. Malta is the first country outside the UK to adopt this trade-specific standard, which is destined to become the industry's marque of excellence.

The accreditation awards 'service excellence,' based on best practice in the 12 key elements of customer service improvement, customer research, the service concept, business goals, service standards, service planning, process and procedures, resources, training, service delivery, service performance assessment and process improvement.

Franco Vella, general manager of Hotel Santana, commented: "The significance of this increase in customer service rating continues to reaffirm that not only do we have a good product which is really providing what it intends to provide - excellent customer service.

"For us this award is a method of continuously ensuring that we are continuously improving on the service we are giving which ensures satisfaction to both our clients as well as to our employees, who will finally translate this hospitality to our clients."