12. Competences

A Sustainability Management System include to develop competences of the workers which is very important to achieve that objectives of sustainability established. For that, we start to be defining which are competences desirables for each function in the accommodation. After, we will compare it with the actual competences identifying potential gaps, following prepare a plan to improve competences that we needed. The implementation of this plan includes do capacitation or other actions and evaluate the effectiveness of those measures.

13. Awareness

Also is important to assure that workers be aware their contribution to the effectiveness of the sustainability management system, including the benefits of improved sustainability performance and the potential consequences of non-observance of specified operating procedures and actual or potential significant environmental, socio-cultural or economic impacts of the accommodation’s activities.

14. Communication

According ISO 21401 the processes of communication with interested parties shall be defined to help the effectiveness of the sustainability management system. Accommodation shall understand and define on what it will communicate, when to communicate, with whom to communicate and how to communicate.

15. Supply chain management

To understand this step is important to realize that some impacts are generated by suppliers, but the accommodation can exert influence. In this case the accommodation shall establish and communicate the criteria for its selection of suppliers, taking into consideration the sustainability aspects, impacts and objective

16. Documented information

The accommodation shall determine which documented information are being necessary for the effectiveness of the sustainability management system. Also, it is important to control of documented information to assure that information available is current and reliable.

17. Internal audit

At this time the accommodation shall implement a process of internal audit, which will check if the sustainability management system is comply with ISO 21401 and if is effective in achieve the objectives established.

18. Nonconformity and corrective action

The results of internal audit process could be finding some requirements are not being comply. In this case the accommodation shall implement corrective action to eliminate the cause(s) of the nonconformity, in order that it does not recur or occur.

19. Management review

Based on audit results, customer perceptions, monitoring and measurement evaluation results, communications with interested parties and others information the accommodation shall review the sustainability management system, at planned intervals, to ensure its continuing suitability, adequacy and effectiveness.

20. Improvements

Finally, the accommodation shall identify opportunities and take action to continually improve the suitability, adequacy and effectiveness of the sustainability management system.

A sustainability management system could be understood as a tool for anticipate and prevent problems, plan how to fix these problems and use it to implement improvements and strengthening the own sustainability management system.