Business Relationship Management Policy

This assignment tasks students with creating a comprehensive workplace policy and procedure for the Windsor Hotel, outlining best practices for establishing and maintaining strong business relationships. The document covers various aspects, including proactive communication with customers and suppliers, cultural sensitivity, methods of relationship nurturing (e.g., gifts, understanding customer needs), professional negotiation techniques, feedback mechanisms, contract management, dispute resolution, and termination clauses. It emphasizes legal requirements relevant to consumer protection and adherence to established Windsor Hotel procedures for approvals and specialist advice.

Running head: HOSPITALITY MANAGEMENT
Hospitality Management
Name of the Student
Name of the University
Author note

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Develop a workplace policy and procedure to administer the processes used in the Windsor Hotel
to establish and conduct business relationships
Describes the way the business will administer the following points
 Proactively identify and take up opportunities to maintain regular contact with customers
and supplier
The employees of Windsor Hotel are directed to server according to the needs of the
customers towards ensuring optimum customer satisfaction. The employees are also
directed to obtain valuable feedback from the customers upon the completion of services.
The public relation manager must ensure that the customers are contacted via email and
telephone on occasions like Birthdays, Anniversaries and other significant events which
includes festivals
 Commitment to establish relationships within appropriate cultural context
The employees of Windsor Hotel have to duty to commit towards establishing a strong
relationship with the customers however keeping in mind the cultural context of the
Windsor Hotel. The employees must never uses any illegal, unethical or immoral means
to achieve their objectives. The activity of the employees must always depict the cultural
of the Windsor Hotel
 Methods used in the business to nurture relationships
1. Keeping in touch with the customers
2. Give gifts while expecting nothing in return
3. Understanding the working of the customer
4. Developing the feeling of trust and respect through communication
 Conduct of negotiations in a professional manner to meet current Windsor Hotelal goals

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Introducing the agenda
Making an offer which is in the best interest of the Windsor Hotel
Evaluating the proposal of the other party
Remembering the objectives of the Windsor Hotel
Discussing the ideas and concepts
Considering relevant compromises
 Use of established negotiation techniques to benefits all parties
In a negotiation process the negotiator on behalf of the Windsor Hotel must use well
established negotiations techniques as discussed above to conduct the process of
negotiation.
 Methods of feedback and input from colleague into negotiation where appropriate
The negotiator on behalf of the Windsor Hotel has the duty under the policy to
incorporate the feedback obtained from the colleagues using appropriate methods of
obtaining feedback such questionnaires into the process of negotiation where appropriate
 Communication of results of negotiation to colleague and stakeholders within appropriate
timeframes
The negotiator has the duty under this policy when the process of negotiation has been
concluded to ensure that the result of the process is communicated in writing to the
stakeholders of the Windsor Hotel and also shared with the colleague within 2 days.
 Confirm agreement in writing according to Windsor Hotel’s requirement
The agreement which has been reach between the negotiator on behalf of the Windsor
Hotel and other party has to be mandatorily made in writing in order to avoid any further

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disputes, conflicts and misunderstandings. Copies of the agreement has to be duly signed
by both the parties to the process.
 Contract must include detail of
o Term and obligation of contract
The terms and obligations of the contract must be clearly set out so that there is no further
dispute
o Methods of contractual agreement
All contacts with the Windsor Hotel has to be in writing to avoid and confusion and legal
conflicts. The agents of the Windsor Hotel has to be take approval before getting into any
contract which is not within the scope of their authority. The Windsor Hotel has the right to
recover any cost for the agent who has exceeded authority to get into a contract.
o Exclusion clauses
The Windsor Hotel shall not be for the belongings of the customers which are left
unattended within the Windsor hotel premises
The Windsor Hotel would also no refund any booking chargers where the booking is not
done 24hrs in advance.
o Dispute resolution clause
Any dispute which occurs out of the contract would be subjected to mandatory
Arbitration. The cost of the arbitration would be borne by both the parties equally. All
legal proceedings have to be brought under the home jurisdiction of the Windsor Hotel
o Termination of contracts
The contract would be deemed to be terminated through the doctrine of frustration in case
of an act which is beyond the control of both the parties to the contract.

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The contract would also be terminated upon death of either parties to the contract
o Legal requirements relevant to the business including consumer protection
The consumer protection law of the land would be applicable on all consumer contracts.
The Windsor Hotel does not exclude any of its liability under the consumer law through
any exclusion clauses
 Methods to obtain approvals for all aspects of formal agreements according to Windsor
Hotel procedure
A written approval has to be obtained by the agents of the Windsor Hotel for entering
into any agreement which is outside the scope of authority.
The approval has to be taken from the directors of the Windsor Hotel under its common
seal
 Method use to evaluate, consider and act on the need for specialist advise as required
The employees may inform the management in casethey feel that they require any form
of professional advice to deal with a particular matter. The management may appoint a
professional if it deems fit to take care of the matter.
 Take account of agree business performance indicator
It is the duty of all employees to consider business performance indicators while
discharging their dutiesin order to evaluate their functioning. The employees are directed
to enhance performance if they fall below the standards set by the indicators
 Nurture relationships through regular contact and use effective interpersonal and
community styles
The employees are directed to server according to the needs of the customers towards
ensuring optimum customer satisfaction. The employees are also directed to obtain

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valuable feedback from the customers upon the completion of services. The public
relation manager must ensure that the customers are contacted via email and telephone on
occasions like Birthdays, Anniversaries and other significant events which includes
festivals. They must deploy effective communication and interpersonal styles to achieve
their objectives