Novotel Santiago Las Condes and Centro Ecerlab Are Leading a Major Skills Certification Initiative

SANTIAGO, CHILE. Convinced that people are the primary driving force behind hospitality and service excellence, the Center for the Evaluation and Certification of Occupational Competencies (Ecerlab), accredited by ChileValora, together with Novotel Santiago Las Condes—part of the Accor chain—is spearheading a significant occupational competency certification process that focuses on recognizing the talent, experience, and commitment of its employees.

As a result of this initiative, a recognition ceremony was held last Tuesday at the Novotel Santiago Las Condes, where 10 employees successfully completed their evaluation processes for the job profiles of Waiter, Kitchen Assistant, and Housekeeper, formally certifying the skills they have acquired through years of experience and performance in the hospitality industry.

This initiative marks a milestone for Accor in Chile and represents a pioneering effort for the national tourism industry, as it incorporates workforce skills certification as a concrete tool for enhancing service quality, organizational sustainability, and human capital development.

In this regard,Braulio Murillo Figueroa, Director of Strategic Alliances at Ecerlab, highlighted the significance and impact of this initiative: “This process represents much more than just a certification. It is a concrete sign that the quality, sustainability, and excellence of organizations are built by people. Formally recognizing the skills of these workers means valuing their experience, track record, and daily contributions to the hospitality industry. We are convinced that this pilot program marks the beginning of a path that can become a benchmark for the national hospitality and tourism sectors, strengthening human capital as one of the industry’s key strategic assets.”

Putting the Employee First: Workplace Culture and Service Excellence

This strategic shift in the pilot program demonstrated that, by officially recognizing and highlighting employees’ efforts, companies not only enhance the dignity of employment but also optimize their internal personnel management. Direct recognition served as a catalyst that boosted engagement and improved the work environment within the organization. A motivated team that receives institutional support immediately translates into a substantial improvement in the standards of service provided to customers, while also ensuring the long-term employability of workers.

From the company’s perspective,Leandro Moller, General Manager of Novotel Santiago Las Condes, emphasized the internal impact of this initiative: “This certification is extremely important for Novotel Santiago Las Condes and also for the Accor chain. We are taking a first step with a successful pilot program, which holds enormous significance for our ‘Heartists’—as we call our employees at Accor. Certifying people who do not necessarily have formal academic training allows them to validate their knowledge and experience with a state-recognized institution, strengthening skills that are very important to them and their families. Furthermore, it adds value to the experience we provide our guests, because we always strive to ensure our guests leave happier than when they arrived—and that is possible thanks to the daily work and commitment of our teams.”

This recognition joins other milestones that reflect Accor’s commitment to the highest standards of quality and sustainability. In Chile, the Group’s hotels—including Novotel Santiago Las Condes, Novotel Santiago Providencia, and Novotel Santiago Vitacura—have been awarded Sernatur’s “S” Seal, a certification that attests to their compliance with international sustainability criteria in the tourism industry. This distinction supports the initiatives promoted by the chain in areas such as environmental management, efficient use of resources, waste reduction, and strengthening ties with local communities, reaffirming a vision of responsible hospitality that places both people and the environment at the center.

Validated standards with institutional support

The profiles certified at this ceremony using ChileValora’s methodologies confirm that workers possess the necessary skills to perform their duties with excellence. For Ximena Rivillo Oróstica, executive director of ChileValora, this milestone reinforces a robust public policy: “When people are certified, it recognizes their career path, their life story, and their experience—what we call ‘the university of life.’ Many people in our country have not been able to complete their studies or are experts in a specific job, role, or trade. That expertise is what ChileValora certifies through an on-site evaluation to recognize the knowledge, competencies, and skills they possess to perform optimally and professionally in a specific role.”