Mission and Core Values
‘To keep people saying the nicest things about Fairlawns’
If each and every day we imagine that the hotel is to be full of our own best friends and we try to anticipate and fulfil their expectations then success and job satisfaction are assured. To fulfil our goal we ask everyone to share the following principles and values. These are the values against which we judge all actions and decisions.
Safety
We ask all members of the team to assist us in the provision of a safe environment for our colleagues and our guests. Cleanliness, orderliness and
hygiene is of the utmost importance in all aspects of our work.
Teamwork
We aim to maintain an atmosphere in which everybody enjoys their jobs.
Friendliness towards our guests and colleagues is of paramount importance
even if this is occasionally at the expense of efficiency. This leads to first class
hospitality.
We are only interested in employing individuals who convey a positive attitude,
are friendly and flexible and who recognise the importance of each and every
member of the team. In return we shall endeavour to offer the highest
recognition.
We aim to ensure that our company is clearly structured and responsibilities
clearly defined but team members must be trusted to work with the minimum
of supervision and be aware of their responsibilities to customers and to other
members of the team.
We must understand that everything we do or do not do is likely to have an effect
on guests and colleagues and for this reason must always endeavour to work to
consistent standards, follow procedures and use common sense. If there is a
problem and you can’t fix it ask for help; do not pretend it will go away - it won’t !
We ask members of the team to constantly look and listen for opportunities to be
of service, to anticipate customers needs and to demonstrate a pride in the
quality of their service.
“It is not my job” are not words that should be used at Fairlawns. We must be prepared to help each other and to assist in other departments to the benefit of
our guests and colleagues.
We ask everyone to recognise the important part they have to play in the success
of the team and encourage them to recognise the effect it has on both the
Company and their colleagues if they are unreliable. It is imperative that
everyone follows the appropriate procedures if they are unable to report for duty.
We ask you to be on time - early is good!
By working together as a team we create a climate for the successful
development of the company. The readiness to share responsibilities is to enable
all team members to enjoy a harmonious family life.
For our employees we do not only wish to be a place of work, but also a place of
stimulus offering opportunities for training and development. We are totally
committed to a programme of internal promotions.
We must listen to our colleagues and consider their suggestions. If we disagree
we must explain why. If we decide to change things then we must explain why
and involve them in such decisions.
Honesty
We must be honest in everything that we do with regard to the Company, our
colleagues and our customers. Only by being honest and open can we hope to
earn the respect of others.
Community & Environment
We concern ourselves with the well being of all our business partners: our guests, our suppliers and local residents in order to maintain a positive
attitude within the local community.
“Every little bit helps” We must strive to limit the damage we do to the environment and consider this when making all business decisions in relation
to choice of supplier, purchasing, energy conservation and waste disposal.
Products & Services
We see ourselves as a medium priced hotel, operating at the upper end of the
three star market and aim to exceed our customers expectations with relation
to quality, service, hospitality and value for money.
We aim to provide first class
facilities for overnight stays, meetings, restaurant and private dining.
Only the very finest quality ingredients are used for all our products. We must always buy the best quality and most tasteful product or service we can afford.
Wherever possible we strive to use British products and produce from local
suppliers.
We aim to run our fitness club is to the highest industry standards and to
maintain our ISO 9001:2000 Accreditation.
Quality & customer satisfaction
Our customer is the reason for our work- not an interruption to it! We must
aim to greet them before they greet us.
A satisfied customer is our most powerful advertisement.
We constantly aim to produce a standard of performance which cannot be
bettered by any of our competitors.
All our services must be channelled to benefit our guests in every way. We
constantly analyse our weaknesses and strengthen them as a matter of
urgency. Our programme of improvements must constantly take into
consideration the wishes of our guests as their wishes are of the utmost
importance.
Customers know more about our service than we do. We encourage customer
feed back. We are all on the same side because we want to give good service as
much as they want to receive it. A person who complains is our friend , they are
paying us a compliment by expressing their confidence in our ability to put
things right. We must thank them for giving us that opportunity and ensure
that we both solve the problem and offer recompense sufficient to restore their
confidence.
Profitability & Growth
We ask everyone to recognise the need to sell our services to as many people as possible. As a result we aim to achieve growth, create new employment and
training opportunities, produce healthy profits and guarantee a safe future for
the company.
Profits are to be invested in further enhancing the range and quality of the
facilities we offer. We constantly aim to offer a superior alternative to similar
properties operated by groups.
