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LEGISLATION This factsheet is a quick guidance of some useful and required legislation and policies that we, as a business need to know. Further in the factsheet there will also be some examples to show how it can be done according to the laws and policies. The legislation is also known as Act of Parliaments, this is the laws where it has been produced by the government, in order to authorise, to sanction or to restrict, which is outlining the protection to the public as individual, teams or organisations. It is another way to keep the public safe from any circumstances. The laws needed There are many laws that we, business industry will have to follow. Also, we have to clearly understand these laws in order to be able to run the business successfully, however there are some main laws that are related to customer service and it is compulsory for the businesses to succeed, as following: The Sale of Goods Act, The Health & Safety Act, The Data Protection Act and The Equal opportunity Act. The Sale of Goods Act 1979, goods must be as described. This mean when you sell the products to customers you’d have an agreement or contract with them, if the product they received doesn’t seems to be as described, this act could take place. Therefore, each product has to match the description, fit the purpose and satisfactory quality. This act could take up to 6 years from the date of purchase. However if the products they have purchased are not as described, customers have the right to get a faulty goods replaced or repaired if it’s too late to reject the products. The Health & Safety at Work Act 1974: An act in which makes further provision for securing the health, safety and welfare of people at the workplace. This is to control the keeping, use or preventing the unlawful acquisition, which is the workplace, should include health and safety policies for each staff. For instance, if you have any health concerns the organisation should support you financially, that is if by chance you have got accident at your workplace, your organisation should be the one who pay or help you for medical care or treatments. The Data Protection Act 1998: This act has to be involved because it’s very important to keep your customer’s information secure. Therefore as a retailer you will have to ensure that all the information about the customers is keep in safe files. Moreover customers who have got their data stores have the right to view their data from that organisation, they could as well request to update any incorrect information or restrict their data to be used in any way that can cause damage or distress. This act could take place if the organisation doesn’t follow what their customers required them to do, such as if they didn’t do the correction for incorrect information. The Equal Opportunity Act: It protects people’s discrimination in the workplace and in wider society. It’s includes every type of people in the society; disabilities, pregnancy, race, religion and belief etc.… In any organisation that provides services mustn’t treat one worse than others. This act is to ensure that each employee is being treated with respect by the organisation and other employees. Policies and Procedures Policy is a course of action, which has to be followed whereas procedure is what has to be done within that policy. Therefore beside laws, these are something that we have to know. One main policy in Hilton is keeping customer’s information safe; making sure that their information is confidential, kept in safe files and don’t use it for any other purposes. If customers become a member of HHonor (VIP member of Hilton Hotel), there are different policies as their information is more details. Some information we may obtain from third parties, however, we will share customers information among members of the Hilton Worldwide. Although the data protection laws of some countries may not be as comprehensive as those in your own country, Hilton will take appropriate steps to ensure that your personal information is handled as described in this Statement. In addition, Hilton may disclose personal information in order to: comply with laws, respond to governmental inquiries, comply with valid legal process, protect the rights, privacy of Hilton, site visitors, guests, employees, or lastly, enforce the website’s terms and conditions. Furthermore, Hilton needs to ensure that all guests receive the same value and quality being treated equally. We allow guests to do things in their own ways, trying an alternative way for guests with disabilities to receive the same services, taking into account individual’s needs of goods and services, communicating to a manner which takes into account their disabilities, and lastly providing hotel accessibilities policies upon request in an accessible format. Moreover, we need to make sure our hotel is a safe place for both internal and external customers. If there are some damages within the hotel’s area, therefore we need to ensure that all guests and employees are being well protected. All employees should wear the hotel’s uniform and ensuring that we didn’t forget to wear the ID badges. Apart from all of the above, the last important policy is that goods and services must be as described. This means the room services and restaurant foods must of a satisfactory quality. In this case, we just need to make sure that we provide everything with the best of the best. Last but not least, all the policies, practices and procedures will always contribute to improve customer service. This is because we have to ensure that guests and employees are being satisfied and meeting their expectations. How it contribute to improve customer service? There are several laws and policies but these are just main example for this factsheet. All this is to protect customer and employee’s rights, which will protect them from being discharge in any circumstances. Furthermore, Hilton needs to follow these laws and policies strictly in order to not make any trouble for the organisation in the future. It is as well important to the staff as it ensuring their rights and responsibilities are being protected. Also, it is to protect the image of our organisation. However, if organisations didn't follow these laws and policies, and customers weren't being treated well, the organisation might not be able to continue operating. This means staff will have the right to complain for any accusation or discrimination, as indicated in Equality Act. Customers have the right to return or ask for refund as mentioned in the Sale of Goods Act. Therefore, this is the reason why the government passed down these laws to all the organisations. In Hilton, we have several policies as mentioned earlier, and it clearly understood that we need to wisely follow them. As a hotel, we have lots of information that being collected and it needs to be well secured. Therefore, we are trying our best to improve customer service by following these laws and policies. External customer: they will always expect to have a good services and being treated with respect all the time. Otherwise, they wouldn’t be satisfied. Internal customer: they need to be treated as well as guests because they are the one who will help us not just improve the services but also hotel’s reputations. In conclusion, these are the reason why we need to follow the laws and policies so as to improve customer service. s

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