Use your own word. Thank You.

We value complaints, as they help us to improve our products, services and customer service.

This policy has been designed to assist both customers and staff.

Bridge Hotel is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally.

Our complaint handling policy and procedure is included on our web site.

Complaints are defined as any expression of dissatisfaction or grievance made to staff by a customer or member of the public in relation to our business.

All people making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact.

If appropriate to the complaint, frontline staff can offer an immediate rectification to the complaint by resolving the complaint there and then. For example, if there is an error or omission in information provided, this should be immediately rectified. If the customer requests a refund or discount, this will need to be confirmed by the supervisor at their discretion.

Where issues with meals have been provided, the meals must be returned to the kitchen and the customer provided with another meal of their choice. If the customer refuses the meal, the supervisor will need to determine the applicability of a discount or refund. Refunds will be offered in the following situations, as approved by the supervisor:

• misconduct by any staff member, including any inappropriate behaviour,

• actions by staff that could put the health and safety of customers at risk

During conflict situations such as these, the supervisor may approach and engage with the customer and the involved staff in an attempt to stop the conflict from escalating.

All complaints must be recorded in the Complaints Register to inform continuous improvement.

Where situations escalate and customers become difficult (such as swearing or disturbing other patrons), it is recommended that the staff request that they come with them to a quieter area (such as the office area) to discuss the situation further.

Where any customer threatens staff or demonstrates any violent behaviour, venue security is to be called immediately. Bridge Hotel does not condone any acts of violence, whether perceived or actual. The safety and wellbeing of our staff and our customers is priority and any person who breaches the conditions of entry to our premises will be dealt with firmly and swiftly.

The customer should be informed that security has been called due to their inappropriate behaviour and they should be given a further request/opportunity to leave before security arrive.

Once security arrive, staff must retreat from the situation and let security handle the customer.

If a complaint cannot be resolved by the usual complaint process, it should be referred to the Hotel Manager and the customer will be informed and given an amended timeframe for resolution, generally no more two days to receive an outcome.

The supervisor must liaise with administrative staff and provide them with all details of the complaint so that this can be recorded in a letter to the customer. This should include provision of the Complaints Register. The administrative staff will liaise with senior management to determine further avenues for resolution. The supervisor and staff should be available to discuss the situation and do so honestly and transparently.

If we cannot resolve the complaint to the customer’s satisfaction, we will inform them about where they can take further action i.e., Consumer Affairs. We will provide contact details for this.

Bridge Hotel is committed to the protection of customer personal information. All dealings with customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice and will underpin all matters related to personal information at Bridge Hotel. Bridge Hotel also has a Privacy Policy in accordance with that Act.

Individuals who feel that Bridge Hotel may have breached their privacy or our Privacy Policy, are welcome to contact Bridge Hotel in writing either by email, fax or letter.

All members of staff provide services to customers either directly or indirectly and must meet the needs of customers in a professional and ethical manner with courteous and efficient service.

Bridge Hotel is committed to:

• Politeness: the use of good manners in all interactions

• Responsiveness: meet agreed timeframes and follow up on all queries

• Professionalism: being objective and knowledgeable and demonstrating integrity

• Understanding: customers and their business, including acknowledging any mistakes the Hotel has inadvertently made in any aspect of their services

• Confidentiality: respecting the confidentiality of customer information

• Transparency: processes are clear, consistent, easy to access and documented.

Staff will:

• demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration and sensitivity that is appropriate to the age, culture and linguistic background of the individual or group

• listen to what customers have to say and determine the exact nature of the request

• respond to customer enquiries promptly and efficiently in a timely manner

• act with integrity and honesty when dealing with customers

• make every effort to approach customers in a timely fashion

• advise customers where delays are apparent, and provide realistic timeframes

• maintain ongoing communication with customers where delays are occurring to keep them informed

• provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language

• take appropriate action and respond in accordance with organisational policies and procedures with minimal inconvenience to the customer

• adopt fair, lawful and appropriate procedures when making decisions, carrying out activities and performing services

• be sensitive to any language or other communication difficulties experienced by customers when providing advice and other information

• be sensitive to any customers with disabilities or special dietary requirements when providing advice and other information

• present a positive image of Bridge Hotel to the public.

All customer communication will be conducted in a professional, courteous and concise manner.

Personal dress is seen as important, and should adhere to the following dress code:

• Smart casual in all circumstances; if your role involves a uniform then this needs to be worn.

• Jewellery should be kept to a minimum. Single loop or stud earrings only.

• Covered footwear should be worn at all times.

• Hair should be clean and neat. If it reaches the shoulders, it should be held up in a ponytail.

• Visible tattoos are not permitted.

• If you work in the kitchen, hands should be washed before meeting and greeting customers and all hygiene and food safety procedures must be followed in regard to personal presentation.

The following procedure should be followed for customer interactions.

• Acknowledge and greet the customer with your name.

• Shake hands with the customer.

• Introduce yourself and give your position in the organisation, and how you will be assisting them during their visit.

• Ask the customer to give any relevant details that will help you to define what Bridge Hotel services and products would be most appropriate.

• Work to establish a rapport with the customer.

• Maintain, and express a genuine interest in each customer’s needs.

During every customer interaction, you are required to demonstrate effective interpersonal and communication skills including:

• Speaking clearly and concisely

• Using effective non-verbal communication skills

• Responding to questions

• Asking questions to seek feedback

• Use of active listening techniques to confirm and clarify understanding.

Throughout every interaction, maintain sensitivity to any specific needs and any cultural, family and individual differences that the customer may have, and incorporate these into your service delivery.

Assess whether the customer’s needs are urgent to identify priorities.

The Hotel is a very popular venue and is always busy. When liaising with customers, assume the following lead times:

Bookings for weddings and conferences – at least 6 months in advance

Booking for special event breakfasts, lunch and dinners (such as Mother’s Day, Father’s Day etc) – at least two weeks in advance.

If the customer is pushing for an earlier date, advise them that while this may not be possible, you will certainly try your best. Liaise with reception on this and put the customer’s name on the wait list.

Any problems with bookings should be addressed immediately the supervisor so that appropriate action can be taken.

Bridge Hotel welcomes feedback from its customers.

Feedback can be provided via email or by letter, or by completing our online feedback from.

Bridge Hotel is also committed to actively seeking feedback from customers. When a service has been delivered to a customer, we will send an email to the customer thanking them for using our services and asking them their experience with us.

On receipt of feedback from any source, all feedback is recorded in our Feedback Register. The feedback register is reviewed at regular management meeting and evaluated for any action to be taken.

Where the feedback includes unmet needs, the customer should be contacted directly within 48 hours of the feedback being received, and the suitability of other products or services should be discussed.

Customers should be supported to contact other services if appropriate.

Customers can provide anonymous feedback to Bridge Hotel via the website. This feedback, however, can be difficult to investigate (often staff need to obtain more information from the person providing the feedback) and for obvious reasons it can be impossible to contact the person making the complaint and communicate the findings Bridge Hotel.

Bridge Hotel will not normally investigate anonymous feedback unless the issue places public safety at risk or raises a serious/legal matter and there is sufficient information in the feedback to carry out an investigation.

Bridge Hotel staff are expected to treat customers with courtesy and respect at all times and to make every reasonable effort to address the customer’s needs even when the customer is rude or difficult.

Staff must try and put themselves in the customer’s shoes and be empathetic.

Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing the right issue.

Use calm, objective wording. For example, ‘As I understand, you are quite rightly upset because your booking was logged incorrectly by our staff.’

Apologise to the customer and present a solution. For example, you could offer a discount on a future service. Supervisor approval must be gained before this occurs.

Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure as in the company’s Complaints Policy and Procedure.

Bridge Hotel does not condone violent, aggressive, or bullying behaviour from anyone on its premises. Security must be contacted immediately if there are signs that interactions are escalating and could lead to risk of harm to others in the environment. Security will escort those demonstrating inappropriate behaviour from the venue.

Bridge Hotel is committed to the protection of customer personal information. All dealings with customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice and will underpin all matters related to personal information at Bridge Hotel. Bridge Hotel also has a Privacy Policy in accordance with that Act.

Individuals who feel that Bridge Hotel may have breached their privacy or our Privacy Policy, are welcome to contact Bridge Hotel in writing either by email, fax or letter.

This policy and procedure should be read in conjunction with the Complaints Policy and Procedure.

Open communication and feedback are regarded as essential elements of a satisfying and productive work environment.

Bridge Hotel encourages their employees to resolve any issues or concerns that they may have at the earliest opportunity with each other or, failing that, their immediate supervisor.

The preferred process involves employees resolving issues to their satisfaction internally, without feeling they have to refer to external organisations or to authorities for assistance.

The purpose of this document is to provide an avenue through which employees and their managers can resolve work-related complaints as they arise.

This Policy applies to all employees of Bridge Hotel.

Mechanisms are established to promote fast and efficient resolution of workplace issues.

Employees should feel comfortable discussing issues with their manager or supervisor in accordance with the procedures outlined below.

All formal avenues for handling of grievances will be fully documented and the employee wishes will be taken into account in determining the appropriate steps and actions.

No employee will be intimidated or unfairly treated in any respect if they use this Policy to resolve an issue.

Bridge Hotel will act immediately to threats to any person’s safety and wellbeing.

Bridge Hotel will act immediately to reports, disclosures or evidence of staff affected by drugs, alcohol or other harmful substances. This behaviour is in direct breach of the employment agreement.

It is the responsibility of Supervisors to ensure that:

• They identify, prevent and address potential problems before they become formal grievances or escalate into behaviour or actions that impact other employees

• They are aware of, and are committed to the principles of communicating and information sharing with their employees

• All decisions relating to employment practices are made with consideration given to the ramifications for the individual, as well as the organisation in general

• Any grievance is handled in the most appropriate manner at the earliest opportunity

• All employees are treated fairly and without fear of intimidation

• No one is bullied, harassed or mistreated while at work due to disputes or other problems

• The health, safety and wellbeing of all employees are priority.

It is the responsibility of Employees to ensure that:

• They make an attempt to resolve issues among themselves in a fair, respectful and professional manner.

• Where issues cannot be resolved, referral to their immediate supervisor is made so that internal processes can be implemented at the earliest opportunity.

• They maintain awareness of the health, safety and wellbeing of all on premises.

It is the responsibility of the Human Resources Department to ensure that:

• All managers, supervisors and employees are aware of their obligations and responsibilities in relation to communication and information sharing with their employees

• Ongoing support and guidance is provided to all employees in relation to employment and communication issues

• All managers, supervisors and employees are aware of their obligations and responsibilities in relation to handling grievances

• Any grievance that comes to the attention of supervisors is handled in the most appropriate manner at the earliest opportunity.

Joint resolution

Where supervisors have identified that there is an issue between staff members, it is recommended that they keep aware of the situation but allow the staff the opportunity to resolve it professionally and respectfully. All staff have received training in conflict resolution in regards to both customers and colleagues, and should be able to apply their learnings in some cases.

However, there are some situations in which joint resolution cannot apply and supervisors must intervene to adhere to a number of legislative and regulatory requirements.

Examples where supervisors must intervene immediately include where:

• there is evidence of a clique forming in the workplace (ie taking sides), which can lead to emotional distress and bullying

• sexual harassment or inappropriate comments of a sexual nature made to others

• violence or the threat of violence

• verbal threats

• intimidating behaviour

• behaviour that is racially motivated

• degrading comments

• clear evidence that a staff member is undermining or negatively affecting the work of others (for example, sabotaging someone’s work, intentionally providing misinformation etc).

The above situations require supervisors to take action to ensure duty of care is applied and the health, safety and wellbeing of all staff are met.

Where supervisors are made of the above situations by other staff (such as those not involved directly or those who have heard ‘rumours’), they must investigate immediately.

Bridge Hotel does not condone any of the above negative and inappropriate behaviours and swift action will be taken to address them. The Human Resources Department will be involved in investigating these situations and disciplinary action will be taken based on the severity of the situation.

Take immediate actions to ensure safety of self and others

Request security assistance (either call on your mobile if safe to do so, or request another person in the area to do so)

Brief security on their arrival and allow them to take over and handle the station.

Should the police become involved, be available to make a statement.

All supervisors should be aware of the possible ramifications of their actions when dealing with employee issues. They must ensure that all employees are treated with fairness, equality and respect.

If there are any doubts or queries in relation to how to deal with a particular set of circumstances, managers or supervisors should contact the Human Resources Department for advice at the earliest opportunity.

Where a grievance or conflict has been brought to a manager’s attention, they should assess whether the employee involved is covered by an Award or Agreement, and if so should refer to that document for grievance procedures. If the employee involved is not covered by such a document, the guidelines below should be followed.

An employee who considers that they have a conflict or grievance should raise the matter with their immediate supervisor as a first step towards resolution. The two parties should discuss the matter openly and work together to achieve a desired outcome.

The Manager or Supervisor should check for clarification of the issue to ensure they fully understand the complainant’s concern. Managers should follow the standard procedure of offering the employee the opportunity to have an independent witness at the discussion, ensuring they follow the steps outlined below:

• If more than one person is present, establish the role of each person.

• Outline the process that is to be followed.

• Inform the parties that any information obtained in the conduct of the review is confidential.

• Listen to the complainant and diagnose the problem.

• Take accurate and detailed notes of all conversations (including dates, people involved) and attach any supporting documentation.

• If deemed necessary, provide the employee with a written summary of the meeting and clarification of the next steps to be taken.

The Manager must ensure that the manner in which the meeting is conducted will be conducive to maintaining positive working relationships, and will provide a fair, objective and independent analysis of the situation.

All parties are to maintain complete confidentiality at all times.

If the matter is not resolved and the employee wishes to pursue it, the issue should be discussed with a Human Resources Officer, then, if necessary, the CEO. Again, the matter is to be discussed openly and objectively with management to ensure it is fully understood.

If the grievance/conflict is one of a confidential or serious nature involving the employee Manager, the complainant may discuss the issue directly with the Human Resources Department or the CEO.

This form is to be completed in the event of an incident or emergency.