1. You are required to develop a policy and procedures for each of the following problem areas which were evident:
2. Bookings

1. Staff Presentation / Greeting / Hosting

1. Reporting requirements / staff hierarchy (General Responsibilities and who is to be contacted in case of an issue )

1. Customer Service Procedures for Service (Orders, timelines, attendance)

1. Dealing with complaints

Eachpolicy needs to include:

• The policy name

e.g. Reservations Policy

• The aim or purpose

To ensure customer reservations in person or by electronic means are handled in a professional and efficient manner

• The details of what is included

Greeting, salutation, active listening, verifying needs, checking availability, confirming details, securing deposit (optional), recording details and contact info.

• The procedures included to achieve the purpose

Specific procedures for each of the above details which clearly describe which steps need to be followed e.g.

"Welcome to HotelFutura, this is Jim".... or a standard format to reply in writing or using email etc.

• What are the requirements to train staff to be able to perform the procedures?

Making each policy and procedure available for familiarisation/presentation during training session/ informal assessment/observation/coaching/mentoring/formal training provisions etc.

• How will this policy and its effectiveness be monitored and evaluated?

e.g. observation by supervisors/managers/customer satisfaction/survey responses/number of errors and complaints etc.

• To whom will this policy be made available? How?

e.g. to all staff and/or customers or staff only. Compendium, cabinet accessible by all staff etc.