NARGY AZAFATAS

Transcription

NARGY AZAFATAS

2014
NARGY AZAFATAS
Nargy, s.l. is a company specialized in hostesses, Information staff and reception, official
guides and other Assistant staff in the production of events and shows such as ushers,
access controllers and box office clerks. With over 20 years of experience and professional
career. We offer solutions to each of our client needs.
We are moved by the excellence and passion for our work. We have a young, trained and
proactive team. Our biggest satisfaction is the trust that our clients put in us year after year,
making our work a joint evolution.
We began our activity in Barcelona and during these years we have been implanted in other
Autonomous Communities such as Madrid, Andalusia and the Basque Country.
ANDALUCÍA - CATALUÑA - COMUNIDAD DE MADRID - PAÍS VASCO
Oficina central: Balmes 87,1º 1ª 08008 Barcelona Tel.: 934171114 [email protected] / www.nargy.es
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CONTENT
1.
PRESENTATION
2.
COMPANY LOCATION AND ORGANIZATION CHART
3.
DESCRIPTION OF OUR SERVICES

HOSTESSES

ASSISTANT STAFF – ACCESS CONTROL.

TRANSLATORS

CULTURAL SERVICES
4.
EXCELLENCE MANUAL AND TRAINING OF OUR STAFF
5.
SOLVENCY
6.
CORPORATE SOCIAL RESPONSIBILITY
7.
ADAPTATION TO THE CLIENT IN UNIFORM AND CREDENTIALS
8.
TRANSPARENCY
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MARÍA URIGÜEN
Director
Dear friends:
After more than 20 years at the service of our clients, I am very pleased to
carry on with our commitment with most of them, at the same time that
other new clients add their confidence in us. At present we have achieved
to consolidate a committed team that works independently and in a
perfect harmony to reach our goals in order to offer Assistant staff
highly trained for companies that demand excellence in their
services, as well as advice in any activity, whether in Public or Private
Institutions, Protocol ceremonies or big events.
We keep growing and progressively offering more training to our staff, making that each one of
them feels totally involved in our common goals, working with enthusiasm motivated by the
excellence and the good work.
Besides, we have a special sensitivity for the language in the Human relationships, and for this
reason we count with trained staff not just in National languages, but also in English, French,
German and Italian among others. Another continued training that we provide is the fact to
participate in areas of special attention, such as disabled people, medical emergency or incident
resolutions.
We assume our client needs as If there were our own, by offering the suitable staff for every
occasion, and we have also a wide selection of uniform models of high quality so each service can
be offered in an optimal way.
It is evident that none of our achievements would be possible without the confidence of our clients
and without the effort and dedication of our staff that certainly represent our main value offering
solutions the 365 days of the year.
From here I wish to extend my gratitude and confidence both clients and employees that allow us to
face new challenges and needs.
Sincerely
María Urigüen
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1. PRESENTATION
Over these 20 years of wide experience and professional career, an important number of clients
and institutions of first level in this country, related to events and shows production, have relied on
our services.
V.I.P. AREAS AND PROTOCOL
CONFERENCES, FAIRS AND CONVENTIONS
- Protocol and corporate events of Nestlé Spain.
- Bio Cultura.
- Organization of the V.I.P. area and the Protocol of - AIDS International Conference.
BTM, Estadio Olímpico Lluís Companys and Palau - Rotary International.
Sant Jordi.
- Honda Motor Europe Convention.
- Organization of the V.I.P. area and the Protocol of - International Gastronomy’s summit.
the Palacio de Deportes de la Comunidad de Madrid.
- EAA European Arenas Association.
- Organization of the V.I.P. area and suite of the - Mapfre Insurance Conference.
Futbol Club Barcelona.
- Expo Internet.
- Hiring Folder FIRA Barcelona 2013-14.
World Handball Championship 2013 Palau Sant Jordi
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INSTITUTIONS
-Barcelona City Hall
-Municipal Company Campo de las Naciones
Madrid
-Community of Madrid
-Palacio de Deportes de la Comunidad de
Madrid
-Parliament of Cataluña
-Customer Service at the Park Güell of
Barcelona
OTHER ENTITIES OR COMPANIES
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Nestlé Spanish Tour.
Disney On Ice. (Customer Service in
the headquarters of Spain)
Real Madrid C.F.
Focus: Teatro Romea, BTM
(Barcelona Teatro musical), Teatre
Condal y Teatre Joventut.
Palacio de los Deportes de la
Comunidad de Madrid. (Ordinary and
extraordinary events)
Palacio de Deportes de Badalona
(Information Service and ushers in
concerts)
Fórum Barcelona.
Stage Entertainment
F.C. Barcelona
Honda Europe.
Gran Teatre del Liceu Foundation
Foundation Real Madrid. Classic
Match
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RELEVANT EVENTS
-
10th Anniversary of the Olympic Games Barcelona’
92
Copa ACB Community of Madrid
100th Anniversary of Harley Davidson
OT TV Show Concerts
Swimming World Championship 2003.
NBA - Memphis vs. F.C. Barcelona
NBA Madrid Tournament
MTV Awards 2002
Spain’s prestigious Premios ONDA (Spain’s
Grammy’s)
Spain’s prestigious Premios Planeta (literature
Awards)
Official Forum 2004 presentation REM Concert
Conde Godó Tennis Tournament
Copa Davis Tennis Tournament
Disney On Ice / Proactiv (Madrid, Zaragoza
Barcelona, Sevilla and Bilbao)
Final Four Madrid 2008
Stage theatres. ( Madrid – Barcelona)
Universal Cultural Forum
WWE RAW. Pressing Catch
Saltimbanco. Cirque du Soleil
Montmeló track
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P MAIN NATIONAL TOURS
Bruce Springsteen
Bryan Adams
Elton John
REM Concert
Rolling Stones
Symphonic
U2
Depeche Mode
Madonna
Lady Gaga
Rihanna
Shakira
Leonard Cohen
Serrat & Joaquín Sabina tour
Bon Jovi
Supertramp
Il Divo
Luis Miguel
Eagles
Coldplay
For further information visit the website www.nargy.es
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2. COMPANY LOCATION AND ORGANIZATION CHART. In the National territory we have many
offices, each one with its own coordinator and work team. We have experience in Tours around the National
territory of big events such as Conferences, Fairs, Transfers, Events, Concerts, Disney On Ice Tours, Cirque
Du Soleil, Clan TV, Cantajuegos and so.
Our Coordinators have a wide experience organizing and coordinating events. They are in charge of the
selection and training of the staff, according to the client demands.
The company headquarters are located in Barcelona and we also have offices located in Bilbao and Madrid.
Gijón
BARCELONA OFFICE
Headquarter
C/ Balmes 87, 1º-1ª, 08008 Barcelona. Ph. 93 417 11 14
Maria Urigüen – Estela Büchner [email protected]
MADRID OFFICE
C/ Albania 5, 28939 Arroyomolinos, Madrid. Ph. 902 367 725
Fernando Alonso [email protected]
BILBAO OFFICE
Avda. Iparraguirre 2, B, 48940 Leiola. Ph:. 902 367 725
Cristina Pérez [email protected]
ZARAGOZA
Coord. Laura Allue – Hugo Arcusa [email protected]
VALENCIA
Coord. Paloma Rodriguez [email protected]
MÁLAGA
Coord. Eva Albanil [email protected]
SEVILLA
Coord. Ana Zarzoso [email protected]
GIJÓN
Coord. Asturias Events Cristina Álvarez. Ph: 627 86 25 07 [email protected]
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3. DESCRIPTION OF OUR SERVICES
NARGY
Experts in PR and Protocol
Hostesses> V.I.P. and leaders
assistance>Official Guides
Interpreters>Models
Commercial Promoters
Assistant Staff for
conventions, Conferences
and Big Events… we serve
companies that
demand excellence to cover
their
needs of qualified staff
20 years of experience with
sensitivity and taste for the
excellence.
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Fairs / Events
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Corporate Events
Social Events
Hospitality Areas
Conferences
Conventions
Shows
Fairs
Product Presentations
Receptions
Press Conferences
Customer Service
VIP and Managers Assistance
Assistant Manager
Official Guides
Trustworthy Staff
Translators
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City Council Protocol Events
-Design and events management
-Logistics and operative
Our Hostesses and Assistants
MANUAL OF
EXCELLENCE IN
THE TREATMENT
TO THE CLIENT
SENSITIVITY TO THE LANGUAGE
USED IN THE PUBLIC RELATIONS
TECHNICAL LEVEL OR
BACHELOR'S DEGREE
NATIONAL
LANGUAGES,
ENGLISH,
FRENCH,
GERMAN,
ITALIAN, OTHERS
TRAINING IN
AREAS OF
SPECIAL
ATTENTION
DISABLED PEOPLE, MEDICAL
EMERGENCY, CONFLICTS
RESOLUTION
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Our Philosophy
 Total identification with the needs of our clients.
 To assume the PR and Protocol goals of our clients as our own.
 Ambition to bet on the big projects. To get involved.
 The human quality and professionalism of our team with extensive experience and
proactive attitude.
 Selection of the suitable staff for each need.
 Continued training of our staff.
 Teamwork (company - client)
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HOSTESSES
NARGY provides to the client a list of the available staff, trained and with a wide experience that
include all the required profiles.
NARGY will be able to attend all the demands of the clients, even with their own suggestions;
details that can be suggested by the client and different profiles to the previously presented, such as
assistant staff for animation, promoters, skaters and others.
Your services are normally related to give information about the product exhibited or sold in the
stand, depending on the Commercial department of the client. We have experience and wide
availability of Hostesses with the demanded profile.
Café Brasilia Promotion
Gillette new product presentation
HOSTESSES ADVANCED ENGLISH
They normally work in International Trade Fairs and they must speak the language perfectly to
attend the client and visitors requests.
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HOSTESSES OF FORMAL FUNCTIONS
Opening Event
Attention to Senior Positions
Attention to Presidency
City Halls
Royal House
Generalitat
Council Office
Other Institutions
Relevant visitors that could attend to the Protocol Hall
Reception to visitors
Accompaniment in tours to Authorities or V.I.P. visits
Dinners and events inside and outside the enclosure
To Take the Honor's Book and take into account gifts or
medals
Closing Session
ROLES
- Prior to the arrival at the Protocol Hall, a meeting will be done and it will be delivered a calendar of
intervention and information of the events that will take place both in the own room and in the
annexed rooms
- It will be checked the proper functioning both of the technical
necessary means as well as of the cleanliness and comfort of
the Hall and its accesses, prior to the scheduled hour of the
Opening.
- One shall proceed to the reception of all the participants in the
Opening, both in the own room and in other related spaces
- The arrival of each visitor implies his reception and welcome
as well as instructions of the Protocol procedure established in
the Event.
- It will be provided information of the tour that will be carried
out and the people in charge of the stands will be warned about
the arrival of the retinue and of which person has to be present in the stand for the reception
- The Chief Protocol officer will establish an order of regards to the retinue. The chiefs Protocol
officers of the institutions will be also informed and will collaborate in mutual agreement with the
established Protocol, informing in advanced to the Hostesses of formal functions, the arrival of the
different authorities.
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At all time the hostesses will act with serenity and professionalism, since they represent the client; if
some doubt was arising, the Protocol Department will decide the rules of procedure in case there
would be delays or some kind of incident.
During an opening event it is very important a proactive intervention from our staff, attending to the
needs that arise during the whole established Protocol process.
During the development of the Opening Event, there will be attended in a cordially and professional
way the Chief Protocol Officers, authorities, the accompaniment
in the different foreseen tours, exit and farewell of the
authorities.
All the actions in a Protocol Event are rigorous and planned and
we have to be alert for the right development from all the people
involved according to what has been established, in a
convincing way from a base of normality and good manners.
The different personalities invited to a Protocol Event are
adapted easily to all the established patterns if they are
informed in a clear and effective way about the process,
avoiding at this way that the event goes by in an uncomfortable
way for everyone involved.
MEETINGS AND EVENTS
Other one of the roles to be done by the Hostesses of formal functions it will be to attend to possible
meetings in the different rooms assigned to these events. These meetings can be requested for
meetings by the people in charge or requested by the own invited authorities as well as by their
respective people in charge of Protocol. In these cases the access to the room is restricted and it
will be needed to know which are the people authorized to gain access, in case of any doubt it will
be checked with the department or with the person in charge of the Protocol to be able to attend the
request.
All the people who come will be attended in a refined way and in excellent manners, making sure
the comfort of the assistants in case of possible delays and the Staff will work with the maximum
discretion and professionalism.
There will be a special care to the clients and it will be offered support in a personalized way to any
member that needs it, such as reservation or meals confirmation, restaurants or flights, inform to
your assistants or secretaries, relatives or any other personalized process that could be required.
There will also be support when the Chief Protocol Officer consider to sign in the Honor’s Book of
the venue, take pictures or any other related matter
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OTHER EVENTS INSIDE OR OUTSIDE THE ENCLOSURE
It could happen that the Protocol Department would organize a dinner in the same enclosure or
outside, in these cases the Hostesses of formal functions will follow the next steps:
- Attention to the Table of the Presidency, according to the guideline of the Chief Protocol Officer.
- Confirmation of attendance if the Department of Protocol believe opportune.
- Welcome, information and position of the participants.
- Delivery of gifts, medals or awards.
- Microphones for Speech if necessary.
- Personalized attention during the course of the event.
- Wardrobe and accompaniment.
- Farewell to the guests and warn to the chauffeur or security agents if it would be necessary.
- Accompaniments to the Authorities or guests to other related events, such as some other places at
the enclosure, stands, conferences or by If a general decision is decided to continue with the event
in another place. The Hostesses will have to be informed previously by the Authorities of the Hall
that organizes it or by the Responsible for the event, about the possible transfers, in order to be
able to continue with the work in an efficient way.
- The Hostesses will have to be previously informed of other related events that are organized by
the Client, in order to make their work with a minimum of unexpected situations.
HOSTESSES COORDINATORS
Prior to the beginning of the working day the Coordinator in collaboration with the people in charge
of the service, must have all the information related, so much of the event as well as of the
enclosures and skilful services.
 Will coordinate all the services for the proper functioning of the event
 Will be the spokesperson between the staff and the people in charge of the contracting
company
 Will coordinate the shifts of food and breaks to avoid that the service stays unattended
 Will prepare all the material related to the event
 Will compile all the information of the sales of the services If it was the case/in case of
needed
 Will assist to all the trainings and will inform to the staff of the generic matters of each
service
 Will have a regular dialogue with the people in charge of the Meeting room Hostesses
 Proposal of Protocols procedures with other companies that provide services
 Training plan of the assigned staff
 Reports of Staff Control and of incidents in each service
 Staff training
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ROLES OF THE HALL HOSTESSES
-It will be checked the proper functioning both of the technical necessary means as well as of the
cleanliness and comfort of the Hall and its accesses, prior to the scheduled hour of the Opening.
-Each Hostess will have all the information
-Training of the roles that have been assigned to
the Hostess from the Coordinator
-The established Protocol will be followed
-Credentials and Welcomes
-Attention to Presidency
-Attention to presenters and/or members of
Congress
-Attention to visitors according to the procedure
-Assistance with technical matters (microphones,
slides and so)
-Assistance once the events are finished
ROLE OF THE HOSTESSES IN THE ACTIVITIES ZONES AND CUSTOMER SERVICE
PHOTOGRAPHIC EXHIBITIONS, DESIGN EXHIBITIONS
In case that the participants have to identify themselves to get in, there will be two Hostesses at the
main entrance of the room to make this function, another Hostess will remain inside to control the
space and content and giving assistance to anyone that requests related information. They will
guard over the care of the space and the content. Supervision of the activity being developed
according to the program
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DEMONSTRATIONS, STANDS, INTERACTIVE ACTIVITIES
In a demonstration there will take place the same roles but it might be possible to be needed
support between the speakers and the audience in case of using microphones for requests and
questions or other possible supports, such as delivery of samples depending on the characteristics
of the activity. It is possible that a Hostess is needed to make the above mentioned roles; the client
will decide this matter.
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ASSISTANTS – ACCESSES CONTROL AND CUSTOMER SERVICE
In Nargy the aim to offer to our clients solutions to all those specific needs that requires the
Production and Events Organization sector comes from our commitment with our clients and
from our clear vocation of service.
This way, our proposal of services includes all
the specialities of the sector. From the safety
to the accesses control, the accommodation,
the customer service and to specific groups,
the sale of tickets and merchandising up to
interpreters and translators.
The accommodation of the biggest and most
important enclosures of Spain as the Palacio
de los Deportes, La Caja Mágica, Madrid Arena and the Santiago Bernabeu in Madrid or the
Palau Sant Jordi, the Olympic Stadium of Montjuïc and the Camp Nou in Barcelona, are carried
out by our staff. In some cases there have
been carried out over 20 years.
Promoters
like
Live
Nation,
Feld
Entertaiment and the Cirque Du Soleil
have trusted and still trust in our staff to
assure the correct attention of the needs
of the audience that attend the shows as
well as the indications to their seats,
information of the services of the enclosure,
attention and resolution of possible incidents,
and so.
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Also the staff of Nargy Auxiliary Services is in charge of the safety of the Olympic Ring of
Montjuïc and of the Palau Sant Jordi, of the RCD Espanyol and of the NBA games in Spain
amongst other outstanding clients. With an experience of over 12 years in the above mentioned
tasks in the course of which there have been done more than 200 concerts and more than 30
conventions with capacity for more than 10.000 people that certify their degree of
professionalism and commitment with the services.
Our Assistant staff has also been pioneer in Spain in the services of Access Control
computerized in the enclosures of the Palacio de los Deportes de Madrid and the Palau Sant
Jordi in Barcelona that have been later generalized to most of the shows and enclosures with
big capacities.
The last three big shows in the Palau Sant Jordi
of Barcelona since they have been the World
championships of Swimming Pool and
Handball and the X Games of Barcelona
2013, there have been hired different
ticketing companies, but to validate the
authenticity of their tickets and documents
and to control the access to their shows,
they have hired in the three times to Nargy
SL's staff.
We have a wide portfolio of staff with experience and
specific training in this task. With languages and
additional training in Customer Service and incidents
resolution according to the different Protocols
established by the different ticketing operators.
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Many promoters and shows have trusted also for years in our staff to attend the personalized ticket
sales in the box offices of their enclosures, the collect of early purchased tickets and the distribution
of their direct sales and invitations.
In many of the main cities of the country our staff has been experienced at box offices with more
than one and more than two different sale systems, being used to the three fundamental steps of
any sale system: the selection of the seats, the application of the corresponding rates and the final
payment of the tickets.
The accumulated experience in the three fundamental
services related to the tickets sales, the accommodation
and the Accesses control – from part of some of our
coordinators and supervisors of these services, has turned
them
into
magnificent
assistants
in
the
Ticketing
Departments and of the ticket sales of many promoters to
help them in the coordination and supervision of these
three services during the celebration of their shows.
ACCESSES CONTROL
Staff with the authorized credential and languages, besides with additional training of Customer
Service according to NARGY's Protocols
ROLES
- Not allow the access to the people who do not fulfill the conditions established by the titular person
of the establishment or the organizing person, in exercise of the right of admission
- Control that at any time the large number of audience overcomes the maximum authorized
capacity and, in consequence, not to allow the entry of any more audience
- To forbid the access to the audience from the limit hour of closing or, in its case, once the show or
activity has began, according to the specific conditions
- To inform immediately to the private Security guards of the disturbances that should take place in
the accesses, when the urgency requires it.
- To allow and to facilitate the inspections or regulation controls to the people who carry out these
functions
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INTERPRETERS TRANSLATORS
Their role consists in attend to foreigner clients that would need to
communicate with local clients and need this service.
It is necessary that the hostesses speak fluently in several languages. NARGY
has trained staff and with experience in translation, guides and interpreters.
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IMAGE HOSTESSES
We have staff that fulfills these requirements
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CULTURAL SERVICES
Nargy cultural services, is the services that Nargy S.L carries out by the Business association with
Fragment, Serveis Culturals, S.L., company specialized in museums and education with an
experience of seventeen years in the diffusion of the historical - artistic heritage. Thanks to this
collaboration we can offer services of specialized cultural guides, conceptualization of educational
scripts, creation of educational programs as well as the implementation of visits and workshops with
highly qualified staff.
4. EXCELLENCE MANUAL AND TRAINING
THE PROFILE OF OUR STAFF
APTITUDES
We count on with very well trained people and with a wide experience in Protocol services,
Academic technical level or Bachelor’s Degree, basic or advanced English and proactive attitudes,
kind profile but rigorous with the established Protocol procedure.
Training in the Excellence Plan of our company
Experience in Protocol:
 Political Institutions
 Representations of Countries and flags
 Public and Private Organizations
 Business environment
 Sports and cultural field
 Conventions and Conferences
ATTITUDES
 Immaculate appearance
 Good banners
 Efficient intervention in case of possible incidents
 Proactivity
 Active listening, analytical skill and resolution
 Corporal attitude and correct and care not verbal language
 Appropriate use of the vocabulary
 Security in the work by previous specific training
 Sensibility and personalization to the language
 Sensibility to disabled people or with mobility problems
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NARGY CARRIES OUT TRAINING PLANS to the whole staff, in a constant and previous and specific
way for each service. This training is included in the rates that are attached. It is also included an own
Excellence Manual to guarantee the maximum quality in the services
5. SOLVENCY
BUSINESS CLASSIFICATION
Classification granted by the Ministry of Economy
and Finance and certifies: Proved experience in
services during the last years in: Hostesses,
Information assistants, doormen and Control of
accesses and some of them have been done in the
Basque Country.
Financial solvency; to be current of all the payments
of the tax obligations and of the Social Security
ISO 9001 QUALITY CERTIFICATE
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SOME OF OUR CLIENTS
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OUR MAIN CLIENTS SATISFACTION QUESTIONNAIRE
Satisfaction questionnaire made by Nargy and delivered to the main clients. That includes “very unsatisfied”,
“Unsatisfied”, “Acceptably”, “Satisfied” and “Very satisfied”. The results of Satisfaction are clearly predominant,
what means a great satisfaction of a good work done.
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MECHANISMS TO GUARANTEE STABILITY OF THE STAFF AND HAVE LOW ROTATION
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We have a great range of workers from different ages and with diverse studies linked to the
works that they make, such as Tourism, Public Relations, languages... Thus we can guarantee
a good result in their work due to the motivation that this means. We have created a young,
healthy, competent, organized and responsible team.
We count with an 80 % minimum of staff that does not suffer rotation and that has been working
for years, which means a good response to any incident, change or need of the event. We
achieve this by giving a good treatment and the correct remuneration to our workers.
Our workers have total freedom according to their needs to attend an event or not, which
means that as they have no obligation, they are able to arrange their personal and professional
life, not being forced to stop working with us. This allows us to have staff of a sociocultural high
level, with a good education and good appearance.
We have a great trained team and enough people with moderated experience in events. This
guarantees that, in case of need of additional staff required in a big event, we could have
around 200 people to guarantee the quality and the perfect development of the event.
We have enough resources to settle contingencies and unforeseen needs of our clients with
aptitude to double the contracts during peak working periods.
HIRING 2012 NARGY
THE PEAK WORKING PERIODS ARE CONSIDERED THE HIRING OVER THE ANNUAL AVERAGE
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MECHANISMS TO GUARANTEE THE REINFORCEMENT AND STANDBY STAFF
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We have a great team of workers, which we constantly train with different courses, and with
experience.
As we have a team of very low rotation, the person being trained has it much easier to solve
any incidence, or to clarify any doubt, because it is surrounded by people with experience in the
working place. This makes easier the learning and favors the teamwork.
We have a team totally opened to the possible variations of schedule and of tasks, very implied
in collaborating for the good functioning of the event with the work done.
In case of an unexpected need of staff, we have a big number of trained workers ready to be
employed at emergency cases.
Our good personalized and friendly treatment with each one of the workers is reflected in their
implication and unconditional disposition to work from one day to another, or even for the same
day.
6. NARGY SOCIAL CORPORATE RESPONSIBILITY
NARGY is a company that incorporates in the management with clients, suppliers and workers,
social and environmental matters in all the relations derived from its activity to be able to contribute
to a better Society and to a cleaner environment.
NARGY AND THE ENVIRONMENT
NARGY works in agreement with the Environmental Politics of our clients, reducing the
environmental impact; doing rational use of the resources used, by using products environmentally
correct whenever it is possible, and minimizing and separating correctly the generated residues.
NARGY is a very respectful company with the spaces and heritages in which it gives services,
collaborating in the conservation and care actively involved.
NARGY AND THE QUALITY
NARGY has the ISO 9001 Quality certificate
To keep always a qualitative level of the services we have a Protocol that we apply where we
analyze every aspect of the works done and we keep a conversation with the team of work and the
facilities and we keep in mind the suggestions or complaints if they were.
This methodology allows us to have a control of quality, of the Staff level and apart from helping us
to improve the result of the tasks, it also helps us to be able to incorporate more suitable profiles of
Staff, to incorporate improvements in the not established functioning in a beginning, and especially
to keep a level of quality according to what the facilities require.
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NARGY AND THE CUSTOMER SERVICE
NARGY always offers a personalized attention, to be always at the disposal of the visitor and to
nicely make easier all the help they could need. To be always identified. To be prepared to work at
different working places contributing professionalism. Provide a correct phone service. To know
safely all that is related to the client and its facilities and to keep aware to the changes. Coordination
between different staff involved in the Service. To adapt to the language of the visitor or to the one
that allows having an appropriate communication with the minor difficulty. Responsibility.
RULES OF CONDUCT IN THE TREATMENT TO THE VISITOR
1.- Ask to the client to fulfill the procedure of not smoking area.
2.- Treat with the visitors that have some disability.
3.- Answer to the enquiries of a visitor on lost and stolen objects.
4.- Answer to a visitor in case of loss of a child or of a companion.
5.- Attend to a visitor in case of complaint.
6.- To give a new direction to the not suitable conducts of the visitor. Two cases to be indentified:
a.- The visitor acts in an inadequate way for ignorance of the procedure: In this case it is necessary
to inform him about the procedure.
b.- To be aware that the visitors conduct is not the correct one: in this case it will be necessary to
insist in the obligation that we all have in order to respect the procedure.
7.- Attend to a sick client. This kind of visitor deserves a special treatment: although we orientate
him for the Medical Service, our function is to calm him and to obtain that he trusts in us to solve
the problem.
8.- Attend to the visitor in case of disorientation. It is important to give him points of reference so he
can go to the desirable zone. If required he will be attended by the coordinator.
9.- To inform, in case of accidents or incidents, to the people in charge, or to the technician
assigned in their absence and to attend the environment.
10.- To act in case of discussions.
11.- To adapt to the language of the visitor.
12.- To Attend to the comments and the complaints. To show to the client where can he ask for a
complaint form if required
31
NARGY AND THE EQUALITY OF LABOR OPPORTUNITIES
NARGY has employed up to a 2% of workers with disability, and in our work contracts we keep in
mind the promotion and people’s labor insertion in risk of social exclusion, such as unemployed of
long duration as well as people over 45 years old.
NARGY AND THE CONCILIATION OF THE PROFESSIONAL AND FAMILY LIFE
NARGY promotes the effective equality between men and women on the labor market and in
addition offers the possibility of being employed in the mornings or afternoons to make easier the
work-life balance.
EQUALITY PLAN, NARGY S.L
For Nargy, S.L. it is very important the application of a social equality
plan.
Trying to create a social justice frame optimizing the totality of human
resources and applying the respect to the worker as deserves.
Increasing the motivation, equality, social commitment and the
personal efficiency, it favors the good functioning of the work and
improves the working conditions, improving the Business goals of the
company.
For this reason Nargy S.L. has always had a total parity with its employees valuing their qualities
and looking for the suitable position for each person, achieving this way to extract the best profit and
the best capacities of each worker allowing them to grow with us and this way making grow the
company.
We do not have any discrimination of gender, neither of age or handicap. We adapt the potential of
each person to the suitable works based on the experience, empathy, character, personal qualities
and abilities always agreeing with the needs and preferences of our clients.
32
7. UNIFORMITY AND CREDENTIALS
The whole staff will be uniformed by our company according to the previous acceptance of the client
for the needed services, even for Protocol operatives, assistance to rooms and / or events or
wardrobes that give a homogeneous image of all the enclosure and of the company, with its
corresponding credential that allows defining their role.
According to the roles carried out, there will be selected modern and elegant uniforms as well as
easy to maintain and with a high quality of the materials to guarantee an ideal maintenance in
cleanliness without it loses neither tonality of color nor shape in the cut.
- All the staff will have its own uniform and the accessories that the client considers appropriate.
- All the accessories, both boy and girl, will be from Antoni Miró or Arman Basi.
Nargy is totally flexible in the Uniform preferences of each client and has a wide range of
possibilities.
33
8. TRANSPARENCY
The program tRanSparÈncia is a worldwide pioneering Project to encourage the incorporation of
the Social Responsibility along the chain of supply of the companies, which has the support of the
“Company Department” and the Generalitat employment service, the Social European Fund and the
participation of the Global Reporting Initiative (GRI).
GOALS
- To continue evolving in order to satisfy the needs of our clients.
- Capture of new clients bidding new services in private and public companies.
- To improve the formation of our Human Team to be more competitive.
SOLVENCY
STATE CLASSIFICATION
The CONSULTATIVE MEETING OF ADMINISTRATIVE CONTRACTING, organ of the Ministry of
Economy and Finance, granted us in the year 2010 with indefinite character, the maximum
classification to contract services of HOSTESSES, ASSISTANT STAFF, CUSTOMER SERVICE
AND CONTROL OF ACCESSES
This Certification enables NARGY to provide these services to companies in the whole national
territory.
34
The classification guarantees:
1- Technical experience demonstrated in the CUSTOMER SERVICE AREA.
2- Economic and financial reliability supported by the fulfillment of the tax duties, Social
Security and work safety.
ELECTRONIC REGISTER OF BIDDING COMPANIES
NARGY is inscribed in the RELI from the year 2007, which allows accelerating the contractual
processing of the administrative contracting documents. Besides this record guarantees the
fulfillment of the requirements indicated in the current regulation of the Public sector contracts and
guarantees that the related documentation to the personality, solvency, as well as its fulfillment in
the payments with the Administration since is needed a constant update of the documentation
deposited in the Register.
UNE-EN ISO 9001:2008 CERTIFICATE
NARGY has the certification of the quality Management of the Organization from 2013 and with
expiration in 2016.
OCCUPATION
The collective of workers employed by NARGY is very wide; the coverage is national and is more
significant in the big capitals such as Barcelona, Madrid, Bilbao or Saragossa.
The type of habitual contract, established by agreement is the Contract of Work and Service, partial
or full-time, depending on the service to be covered.
- 70% partial-time contracts
- 30% full-time contracts
PROFESSIONALISM OF THE HIRED STAFF
Our staff counts on with an experience and professionalism acquired across the years, and due to
the quantity of sectors that we cover, the staff is experienced at very diverse fields:
• Information and Customer Service
• Hostesses or VIP assistance.
• Commercial Promotions.
35
• Control of Accesses in facilities
• Ticket sales to musical or sports shows (ticketing)
• Staff Coordination in events, management of big teams.
• Planning and management Events
80% with a University degree and Languages knowledge
20% with other studies
65% staff between 18 and 25 years old
25% staff over 25 years old
10% staff with risk of Social exclusion
(Unemployed over 45 – disabled people)
The 100% of the workers of the NARGY Company are covered by the Collective Agreement of
"Hostesses and Promoters”, existing from the year 2006. This agreement supposes a juridical
safety for the workers of this sector, and for the companies that hire them.
NARGY incorporates a Program of Skills Management and Permanent training that promotes the
quality in the training and the performance of the workers roles and gives them support in the final
management of their professional careers.
36

NARGY AZAFATAS

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