ISO9001: 2008

ISO9001: 2008
ISO9001: 2008, an internationally recognized quality management system is part of ISO 9000 which is a document that puts forth the requirements an organization must comply with to become ISO 9001 registered.
In order to achieve its ultimate objectives, the Four Seasons Hotels are committed to the operation of an effective quality system through the full participation of its employees. One of our main objectives is to achieve high levels of guest satisfaction through continuous quality enhancement and maintenance of standards in service provision. Guests are guaranteed of fast, reliable and timely services.
In order to achieve customer satisfaction, we have also sought to achieve employee satisfaction which is a prerequisite for this. In addition, we are also pursing improvement of skills and quality of employees as one of our objectives. This has been possible through continuous training programs.
To operate a successful quality system, there is need to satisfy all stakeholders involved. Suppliers and travel companies are some of the main stakeholders for our hotels and in order to maintain quality, we ensure that healthy relationships are maintained with them. We also ensure that that we are socially responsible to the society and the environment at large.
The requirements of international standards of a quality system will be applied throughout our hotels and the policies and objectives fully adopted I all units with top management ensuring the proper working of the quality system. It is the responsibility of all our employees to ensure continuous improvement and adherence to the contents of the quality handbook as well as the procedures. In this regard, it is the duty of every employee to demand amendments in these procedures if for any reason they are malfunctioning in any way.
In addition to the requirements of a four star rating, other key requirements for achieving five star rating include: adherence to the five star requirements for cleanliness, maintenance and hospitability as well as maintain the quality of physical facilities and delivery of services. To meet these requirements some of the tings our hotels have done is to ensure that they are open seven days a week all year round, improved services including valet parking, escort to rooms, pro-active table service in bars and lounges , concierge services at breakfast, 24-hour reception, 24-hour room service and full afternoon tea. We also ensure that at one restaurant is open to residents and nonresidents for all meals seven days a week, all rooms are fitted with en-suite bathroom with WC, bath and thermostatically controlled shower, spacious open doors and other facilities including business centre and spa. A number of permanent luxury suites are also available.
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