The Righteous Inn – Policy and Procedures
template
Instructions: Complete three (3) of these documents, being one for each set of policy and
procedures that you have chosen to be your focus for this Activity. You can refer to Policies
and Procedures from The Righteous Inn, other workplace material or any examples you find
online.
Introductory Information
Name/title of the Policy Customer Service Policy
and Procedures
Date prepared July 1, 2024
Name of person who HJDFBEWS,JFLA.ZA
prepared this document
Date this document July 15, 2024
comes into effect
Version Number 1.0
Date for revision of this July 1, 2025
document this
Policy Information
Purpose of the Policy – To ensure that all customer service interactions are of a consistently
what the business wants high standard.
the Policy to achieve To enhance customer satisfaction and loyalty.
To provide clear guidelines for customer service staff.
This study source was downloaded by 100000893314903 from CourseHero.com on 11-11-2024 20:08:56 GMT -06:00
https://www.coursehero.com/file/236888323/The-Righteous-Inn-Policy-and-Procedures-template-1docx/
Management Management is fully committed to providing the necessary
commitment to and resources and training to implement and uphold this policy.
support for the Policy Regular reviews and updates will be conducted to ensure the policy
remains effective and relevant.
Principles and values Professionalism
underpinning the Policy Customer-centric approach
Consistency
Responsiveness
Knowledgeability
Scope of the Policy – This policy applies to all customer service staff at The Righteous
Identification of who the Inn, including front desk, concierge, and telephone support staff.
Policy applies to
Procedure Information
List of actions or practices
that apply under the
policy – may be grouped Greeting and Assistance:
under category or Greet all customers warmly and with a smile.
classification headings Offer assistance promptly upon customer arrival.
Maintain a professional demeanor at all times.
Knowledge and Information:
Stay informed about all aspects of the venue, including services,
events, and facilities.
Attend regular training sessions to update knowledge.
Use provided FAQs and information sheets to assist with customer
queries.
Handling Inquiries:
Answer all customer inquiries accurately and promptly.
If unsure, promptly seek assistance from a more knowledgeable
staff member.
Document and follow up on any complex inquiries that require
further action.
Feedback and Improvement:
Encourage customers to provide feedback on their experience.
Participate in regular debriefing sessions to discuss feedback and
areas for improvement.
Implement changes based on feedback to enhance service quality.
Acceptable and Acceptable Behaviour:
unacceptable behaviour Providing accurate and helpful information to customers.
Maintaining a positive and respectful attitude.
Adhering to the company's dress code and professional standards.
Responding to customer inquiries and complaints promptly and
effectively.
Unacceptable Behaviour:
Providing incorrect or misleading information.
Displaying rude or dismissive behavior towards customers.
This study source was downloaded by 100000893314903 from CourseHero.com on 11-11-2024 20:08:56 GMT -06:00
https://www.coursehero.com/file/236888323/The-Righteous-Inn-Policy-and-Procedures-template-1docx/
Ignoring customer inquiries or complaints.
Failing to follow company protocols and procedures.
Introductory Information
Name/title of the Policy Telephone Procedure
and Procedures
Date prepared July 1, 2024
Name of person who HJDFBEWS,JFLA.ZA
prepared this document
Date this document July 15, 2024
comes into effect
Version Number 1.0
Date for revision of this July 1, 2025
document this
Policy Information
Purpose of the Policy – To ensure all telephone interactions are handled professionally and
what the business wants efficiently.
the Policy to achieve To provide consistent and accurate information to customers over
the phone.
To enhance customer satisfaction with telephone support services.
Management Management is committed to providing ongoing training and
commitment to and resources for telephone support staff.
support for the Policy Regular evaluations and updates will be conducted to maintain high
standards.
This study source was downloaded by 100000893314903 from CourseHero.com on 11-11-2024 20:08:56 GMT -06:00
https://www.coursehero.com/file/236888323/The-Righteous-Inn-Policy-and-Procedures-template-1docx/
Principles and values Professionalism
underpinning the Policy Clarity
Efficiency
Responsiveness
Consistency
Scope of the Policy – This policy applies to all telephone support staff at The Righteous
Identification of who the Inn.
Policy applies to
Procedure Information
List of actions or practices Answering Calls:
that apply under the Answer all calls within three rings.
policy – may be grouped Greet callers with a standard greeting script.
Identify the caller's needs promptly.
under category or Providing Information:
classification headings Use the provided script to ensure consistency.
Refer to the FAQ and information sheets for accurate answers.
Escalate calls to a supervisor if the inquiry is beyond your
knowledge.
Handling Complaints:
Listen actively to the caller's complaint.
Apologize for any inconvenience caused.
Document the complaint and follow up with the appropriate
department.
Closing Calls:
Summarize the information provided to the caller.
Thank the caller for contacting The Righteous Inn.
Ensure the caller is satisfied before ending the call.
Acceptable and Acceptable Behaviour:
unacceptable behaviour Answering calls promptly and courteously.
Providing accurate and consistent information.
Handling complaints professionally and empathetically.
Adhering to the telephone script and protocols.
Unacceptable Behaviour:
Allowing calls to ring more than three times before answering.
Providing inaccurate or inconsistent information.
Being rude or dismissive towards callers.
Failing to follow the telephone script and protocols.
Introductory Information
This study source was downloaded by 100000893314903 from CourseHero.com on 11-11-2024 20:08:56 GMT -06:00
https://www.coursehero.com/file/236888323/The-Righteous-Inn-Policy-and-Procedures-template-1docx/
Name/title of the Policy Housekeeping Procedure
and Procedures
Date prepared July 1, 2024
Name of person who HJDFBEWS,JFLA.ZA
prepared this document
Date this document July 15, 2024
comes into effect
Version Number 1.0
Date for revision of this July 1, 2025
document this
Policy Information
Purpose of the Policy – To ensure all guest rooms and public areas are cleaned to a high
what the business wants standard.
the Policy to achieve To maintain a consistent level of cleanliness and hygiene.
To enhance guest satisfaction with housekeeping services.
Management Management is committed to providing necessary training and
commitment to and resources for housekeeping staff.
support for the Policy Regular inspections and feedback sessions will be conducted to
ensure high standards.
Principles and values Cleanliness
underpinning the Policy Attention to detail
Consistency
Efficiency
Professionalism
Scope of the Policy – This policy applies to all housekeeping staff at The Righteous Inn.
Identification of who the
Policy applies to
Procedure Information
List of actions or practices Cleaning Procedures:
that apply under the Clean all guest rooms and public areas according to the provided
This study source was downloaded by 100000893314903 from CourseHero.com on 11-11-2024 20:08:56 GMT -06:00
https://www.coursehero.com/file/236888323/The-Righteous-Inn-Policy-and-Procedures-template-1docx/
policy – may be grouped checklist.
under category or Use approved cleaning products and follow safety guidelines.
classification headings Report any maintenance issues or damages to the supervisor.
Quality Control:
Conduct regular inspections of cleaned rooms and areas.
Provide feedback to staff on their performance.
Address any areas of concern promptly.
Guest Interaction:
Greet guests politely if encountered while cleaning.
Offer assistance if needed.
Respect guests' privacy and minimize disruptions.
Waste Management:
Dispose of waste properly according to recycling and disposal
guidelines.
Ensure all waste bins are emptied and cleaned regularly.
Report any hazardous waste to the supervisor immediately.
Acceptable and Acceptable Behaviour:
unacceptable behaviour Following cleaning procedures meticulously.
Reporting any issues or damages promptly.
Being courteous and respectful towards guests.
Adhering to waste management guidelines.
Unacceptable Behaviour:
Neglecting cleaning duties or cutting corners.
Failing to report maintenance issues.
Being rude or dismissive towards guests.
Improper disposal of waste.
This study source was downloaded by 100000893314903 from CourseHero.com on 11-11-2024 20:08:56 GMT -06:00
https://www.coursehero.com/file/236888323/The-Righteous-Inn-Policy-and-Procedures-template-1docx/
Powered by TCPDF (www.tcpdf.org)
