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Since Llanes is a tourist destination, the quality of what it offers, both in the private and public sector is of the utmost importance. Llanes has worked hard during the last few years to develop the quality of what it offers and the project is beginning to bear fruit. The concept of “Llanes: Working together for Quality” is no longer only a commercial slogan, it’s now a reality. From now on everyone will see that Quality is our aim in all our activities, be they in the public or private sectors. Llanes Town Council, as part of its commitment to the quality of services and visitor care, is working in partnership with the private sector to implement the Integrated System Of Quality At The Tourist Destination (S.I.C.T.E.D.), which aims to achieve continuous improvement across all stakeholders involved in the tourism supply chain. Participation in the project, which is voluntary and free of charge, involves applying the best-practice guide for each sector and companies and service providers undertaking a series of commitments relating to training, participation and passing annual quality assessments. Since the project was launched in 2005, there are now 15 businesses and services participating in the scheme, 11 of which have been awarded the mark of quality after meeting all the requirements. These include rural accommodation providers, hotels and holiday apartments, restaurants, tour guides and tourist information offices, although participation is open to any private or public service directly or indirectly related to tourism. Improvements focused on internal operations are implemented in areas such as human resources management, customer relations, supplier relations, marketing, environmental management and all service delivery processes, with the aim of maximising visitor satisfaction and building customer loyalty. You can find out more at www.calidadendestino.es and at the Llanes municipal tourist office turismo@ayuntamientodellanes.com. Llanes Town Council has implemented a Quality Management System for Beaches, in accordance with the UNE-ISO 13009:2016 standard, commonly known as “Q de Playas”. The scope of this system covers Toró and Palombina beaches, the former located in the town of Llanes and the latter in Celorio. Palombina Beach obtained its certification after passing the relevant audit on 10 July 2006, and must undergo an external audit every year for its monitoring or renewal. Llanes Town Council also participated in 2003 in the development of the first ‘Q de Playas’ standard. The Standard comprises the following sections: Llanes Town Council has implemented a Quality Management System for Beaches, in accordance with the UNE-ISO 13009:2016 standard, commonly known as “Q de Playas”. The scope of this system covers Toró and Palombina beaches, the former located in the town of Llanes and the latter in Celorio. Toró Beach obtained its certification after passing the relevant audit on 20 July 2004, and must undergo an external audit every year for its monitoring or renewal. Llanes Town Council also participated in 2003 in the development of the first ‘Q de Playas’ standard. The Standard comprises the following sections: The Llanes Tourism Office obtained the Q Quality Award in 2005, after successfully passing the external audit that took place at the end of May. An internal and external audit is carried out annually to validate the Office's Q for quality. SERVICE CHARTER OF THE LLANES TOURIST OFFICE The UNE-ISO 14785:2015 standard on Tourist Information Offices is a document that forms part of the strategy to improve quality in the Spanish tourism sector. The aim of the project is to provide tourist destinations that offer information and reception services to tourists with a regulatory framework and a quality system designed to ensure the continued improvement of excellence and quality in the information and reception services provided by Spanish tourist destinations. The main aspects covered by the standard are as follows: Service provision Visitor services Provision of information Commercial activities Analysis and statistics Communication and promotion Resources Human resources Infrastructure, facilities and equipment Communication technologies
Integrated System Of Quality At The Tourist Destination (SICTED)
Q Palombina beach
Q Toró beach
Q Tourism Office
