 The Atlantic Hotel Group of hotels committed to continually improve its services.

In
order to attain this, they need to focus on its goals including its mission and vision,
and on how to improve it or how to make the process successful. They also set the
goal properly and manage well the quality policy. They planned and focused to the
service, procedures and instructions conducted to maximize the quality level
required by their guest.
 When it comes to requirements to their customers, Atlantic Hotel met the standard
and guest satisfaction. Before making a Quality Policy to a hotel, we must ensure
that we are fully aware of what are the guest’s needs and wants to avoid complaints
and made the guest patronize the hotel.
 The intended goals focus by the hotel is advantageous and benefits to all employees
if it went well since they put efforts, time, knowledge and used their enhanced skills.
All seniors and employees have been informed of the said quality policy, procedures,
instructions that defined within and fully aware of hotel’s operational objectives
targets and practicing standards applicable to this quality policy in order to
determine and ensure that those procedure are effective.
 The Hotel ensure that the Implemented Quality Management System satisfies the
requirements defined by ISO 9001:2015 Quality System standard which enhances
the continuous improvement and effectiveness of the company and promotes the
achievements set by the Top Management.
 Atlantica Hotel defined the Quality Policy to ensure that it is relevant and
compliance with the activities of a company where the settled goals, procedures,
instructions are needed as well as the productive employees that have been well-
informed about the objectives, requirements and purpose to attain the maximum
quality level required by guests.

 Implements daily evaluation and monitoring to ensure the quality of service.

 Must observed customer’s need and wants for guest’s satisfactions and take note to
the possible emergencies and complaints to have an advanced solution
 Employees must knowledgeable enough to this Quality Policy and adopt its purpose
and objectives.
TOURISM ESTABLISHMENT: POOK ADVENTURE
ELEMENTS RATING 1-10 (10 REMARKS
AS HIGHEST)

SERVICE CULTURE 4 NOT SUPERIOR AND NOT ACTUALLY

SERVED

SERVICE QUALITY 5 THE SERVICE DOES’NT MET

CUSTOMER’S EXPECTATIONS

EMPLOYEE ENGAGEMENT 9 EMPLOYEES ARE APPROACHABLE

CUSTOMER EXPERIENCE 8 NOT VERY SATISFIED YET FUN

COMMENTS:
Over all, it was a great experience despite of low service quality and service culture offered.
The staffs are approachable, hospitable and kind to their customers.
RECOMMENDATIONS:
At some point, they must ensure the quality of the services provided and establish safety
procedures to customers since the location of their business is too risky. They should also
promote their service culture for customers to enjoy and patronize their establishment.