Reference Documents - MCU24-0115 [As Published]

6. Complaint Procedures

Handling complaints effectively is crucial for maintaining positive relationships with the
community and ensuring the long-term success of the business. The hotel will implement a
comprehensive complaint management system designed to address and resolve issues
promptly and professionally, with a particular focus on noise-related complaints as outlined in
the Noise Management Plan.

a) Complaint Reporting and Logging

   •   Staff Training:

           o   All staff members will receive training on the Noise Management Plan, including
               procedures for handling and recording complaints. At least one trained staff
               member will be on the premises at all times to manage complaints as they arise.

           o   Training sessions will cover the importance of remaining calm, professional, and
               impartial when dealing with complainants, regardless of the perceived nature or
               validity of the complaint.

   •   Recording Complaints:

           o   When a complaint is received, the staff member handling it will record detailed
               information, including:

                        The date and time the complaint is being made.

                        The date and time of the alleged incident causing the nuisance.

                        A description of the noise or issue (e.g., “music,” “voices,” “banging”).

                        The contact’s name and phone number of the complainant, if provided.

                        Details of the activities occurring at the time of the alleged issue and the
                         physical state of the premises (e.g., any open doors/windows, changes
                         to floor coverings).

           o   Staff will document the complaint without making judgments or assumptions,
               ensuring that the information recorded reflects the complainant’s account as
               accurately as possible.

b) Response Protocol

   •   Immediate Acknowledgment:

           o   Once a complaint is recorded, staff will immediately notify the manager or
               owner on duty, who will then acknowledge receipt of the complaint to the
               complainant, if contact details are available. This shows the hotel’s
               commitment to addressing community concerns and establishes a line of
               communication.

           o   The manager will collect any additional information, if necessary, while
               maintaining a professional and courteous approach.

   •   Investigation and Resolution:

           o   All complaints will be investigated thoroughly within 7 days of being logged.
               Investigations will involve:


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