Regency Grande: Operational Policies and Procedures Report

This report presents a comprehensive overview of the policy and procedure documents implemented at Regency Grande. The document outlines policies for various operational aspects including telephone answering, function booking, complaint handling, provision of refunds, and substituting alternative products. Each policy is clearly defined, specifying its purpose, detailed statements, applicability, officer in charge, and policy authority. The telephone answering policy emphasizes professional and courteous communication. Function booking policy ensures clear communication and a streamlined booking process. Complaint handling policy focuses on customer satisfaction, while the refund policy clarifies refund procedures. The product substitution policy equips employees to handle product unavailability effectively. The report includes references to relevant academic sources to support the policies, ensuring a well-researched approach to operational management. The policies are designed to enhance customer satisfaction, improve operational efficiency, and maintain a positive brand image for Regency Grande.

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Policy and Procedure documents for Telephone Answering
Purpose of the Policy: The main purpose of this policy procedure for answering the telephone is
to ensure that all the employees of the organization are well accustomed to the code of conduct
for different phases in the use of telephone (Huws, 2017). The answering of all the incoming
calls should be in such a manner so that they have a professional reflection along with prompt
action. The way the calls are answered also impacts the image of the organization. The
customers, vendors and all others need to be treated very politely over phone and they must get
satisfactory response.
Detailed Policy Statement: The policy procedure for telephone answering is expected to affect
the receptionist, who mainly answer all calls and also some employees who might have to deal
with specific calls. The policy mentions that the telephone calls must be answered in a very
courteous and professional manner. In the competitive environment, any bad etiquette in
telephone answering can be ruining for the organization.
Applicability: This policy is applicable to the telephone calls answered on behalf of Regency
Grande, by its employees. This policy would be effective on and from _______________
Officer in-Charge: The head of the human resource department would be the in charge of this
policy procedure.
Policy Authority: The policy needs to be approved by the Manager of Regency Grande.
_____________________
Policy for Telephone Answering Issuing date:

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Manager’s Signature
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Policy and Procedure documents for Function booking
Purpose of the Policy: The main purpose of this policy procedure for function booking is to see
that the communication between the person making the booking for the function and the one
arranging for the same on behalf of the organization is specific and clear. The organization aims
at making the booking process easy through their policy of single person handling of the
booking.
Detailed Policy Statement: The policy procedure for function booking is function booking is
designed in such a way that only one and the same employee as a representative of the
organization will make necessary arrangements for the booking and deal with the customer till
the end of the process. This will create less misunderstandings and confusion regarding the
smooth execution of the booking process.
Applicability: This policy is applicable to all the bookings regarding the available functions of
the organization which are handled by its employees. This policy would be in effect on and from
_____________
Officer in-Charge: The head of the administration wing would be the in charge of this policy
procedure.
Policy Authority: The policy needs to be approved by the Manager of Regency Grande.
_____________________
Manager’s Signature
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Policy and Procedure documents for Complaint handling
Purpose of the Policy: The main purpose of this policy procedure for complaint handling is to
ensure that the customers who have their complaints against some service of the organisation are
provided with satisfactory response from the organisation’s employees. The employees must
know and understand the compliant which is being lodged by the customers so that it can be
solved following the norms of the organisation (Min, Lim and Magnini, 2015).
Detailed Policy Statement: The policy procedure for compliant handling is very significant for
the organization as it creates an image of the organization among the customers. If the employees
deal with the customer complaints appropriately the customers will be satisfied and they will
want to associate with the organization in the long run (Cheng and Loi, 2014). Thus the policy
impacts the sustainability of the organization.
Applicability: This policy is applicable in case of all the complaints which are being lodged by
the customers and the employees dealing with specific tasks must handle their respective
complaints. This policy would be effective on and from _______________
Officer in-Charge: The Chief Executive human resource wing would be the in charge of this
policy procedure.
Policy Authority: The policy needs to be approved by the Manager of Regency Grande.
_____________________
Manager’s Signature
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Policy and Procedure documents for Provision of refunds
Purpose of the Policy: The main purpose of this policy procedure for provision of refunds is to
clarify to the employees what are the provisions and norms followed by the organisation for
refunds. The customers may ask for refunds in few cases but the employees in the accounts wing
must clearly know for which services refund is possible (Wei, Tang and Liu, 2015).
Detailed Policy Statement: The policy procedure for compliant handling is important for the
organization as it affects the financials. The policy is to precisely make the employees aware of
the provisions which the organization has for refund (Liu, Mantin and Wang, 2014). The
customers will be provided a refund in which cases need to be clarified to them in the
documents.
Applicability: This policy is applicable for all the different services which the organization
provides for which the customers can claim a refund. The accounts and refunds of the customers
must be settled by the organization. This policy would be effective on and from
_______________
Officer in-Charge: The head of the account and finance department would be the in charge of
this policy procedure.
Policy Authority: The policy needs to be approved by the Manager of Regency Grande.
_____________________
Manager’s Signature
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Policy and Procedure documents for Substituting alternative suitable products when the
described product is unavailable
Purpose of the Policy: The policy procedure based on substituting alternative suitable products
when the described product is unavailable is important for the employees so that they can
promptly take actions and provide the customers with products and services which are close
substitutes and can meet the requirement.
Detailed Policy Statement: The policy procedure for substituting alternative suitable products
when the described product is unavailable is designed in such a way so that the employees are
well aware of the different substitute products and services available for the organization. They
should be ready to deal with the unavailability and meet the needs of the customers as much as
possible (Tripathi, 2014).
Applicability: This policy is applicable for all the different products and services which the
organization provides to its customers. The employees of every department must be prepared to
handle the situation in case the customer’s demanded products or services are unavailable. This
policy would be effective on and from _______________
Officer in-Charge: The head of every department, who provide some product or service to the
customers on behalf of the organization, would be the in charge of this policy procedure.
Policy Authority: The policy needs to be approved by the Manager of Regency Grande.
_____________________
Manager’s Signature
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References
Cheng, V.T. and Loi, M.K., 2014. Handling negative online customer reviews: the effects of
elaboration likelihood model and distributive justice. Journal of Travel & Tourism
Marketing, 31(1), pp.1-15.
Huws, U., 2017. Where did online platforms come from. 6th ed. Cham: Palgrave Macmillan.
Liu, J., Mantin, B. and Wang, H., 2014. Supply chain coordination with customer returns and
refund-dependent demand. International Journal of Production Economics, 148(6), pp.81-89.
Min, H., Lim, Y. and Magnini, V.P., 2015. Factors affecting customer satisfaction in responses
to negative online hotel reviews: The impact of empathy, paraphrasing, and speed. Cornell
Hospitality Quarterly, 56(2), pp.223-231.
Tripathi, M.N., 2014. Customer Satisfaction and Engagement-Customer Retention strategies for
brand manager. Vilakshan: The XIMB Journal of Management, 11(1), pp. 76-90.
Wei, S., Tang, O. and Liu, W., 2015. Refund policies for cores with quality variation in OEM
remanufacturing. International Journal of Production Economics, 170, pp.629-640.
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