The Hospitality area plays a key role in the daily experience of those who work and live at OSF and AOS. Food service, housekeeping, maintenance, reception, and transportation are services that operate continuously and in a coordinated manner, especially in an environment as demanding as ours. Behind each shift there is planning, supervision, and ongoing monitoring aimed at ensuring quality and well-being standards.

Last year, two Hospitality Satisfaction Surveys were conducted—in May and November—with the aim of gathering the opinions of those who live and work daily at the OSF and AOS regarding food, cleaning, maintenance, reception, and transportation services.

More than just a formality, this evaluation serves as a key management tool. “The survey is like a balance sheet, a snapshot. When we want to know what people think about the services they are receiving, this is the way to make it visible,” explains Andrés Baerwald, Hospitality Manager.

2025 results: high ratings and stability

In general terms, the trend in the results between 2024 and 2025 shows a mostly positive and stable evaluation across all services. The results for 2025 show the following:

• Food services received a positive rating of close to 80%. Of particular note is the increase in the “Excellent” category, which rose from 48% in May to 52% in November.
• Cleaning saw an increase from 64% to 69% in the “Excellent” category.
• Maintenance maintains high approval ratings, close to 80% in positive categories, with an increase in the “Excellent” category from 47% to 52% in November.
• Reception exceeds 80% positive ratings and increases by 9 points in “Excellent,” from 53% to 62% in November.
• Transportation received nearly 90% positive ratings, maintaining minimal levels of negative ratings.

For Andrés, these results reflect the systematic work behind each service: “Quality control is extremely thorough. In Food, for example, daily tastings are carried out in the three services (AOS and OSF lunch and dinner) and organoleptic parameters such as taste, smell, texture, and color are evaluated. It is a technical process, not just an opinion, and its purpose is not only to ensure the required quality standards but also to detect possible deviations from these standards so that they can be corrected prior to the delivery of services”.

Continuous improvement on a day-to-day basis

The survey also allows users to write comments, which are particularly valued by the Hospitality department: “In addition to rating something as excellent, good, average, or poor, people can write comments freely. Positive comments reinforce positive perceptions, while others make suggestions that allow us to identify opportunities for improvement,” he adds.

The survey evaluates services anonymously and is sent via an email link. “User participation is very important because it allows us to obtain the information necessary to evaluate our performance over time,” concludes Andrés.

Special and themed dinners: a highly valued (and highly anticipated) event

A highlight in 2025 was once again the special dinners (Labor Day, National Holidays, Christmas, and New Year’s Eve) and themed dinners. The latter were held monthly during both shifts and included countries such as Argentina, Spain, Peru, France, and India. “Themed dinners are highly valued by all users, as they are a break from routine, a different space to share and enjoy. It’s not just the food; it’s also the atmosphere, the staging, and teamwork aligned with our Aliservice collaborators. There is a significant joint effort behind each experience,” says Andrés.