Guest Service and Privacy Policy

Purpose. This policy sets the service standards every guest can expect and explains how the business collects, uses and protects guest personal information.

1.Service standards

Every guest will be acknowledged within 30 seconds of arriving at reception, the bar or the travel desk. Telephone calls will be answered within three rings with the greeting in the service standards card. Requests will be actioned within 15 minutes or the guest will be told when to expect an answer.

2.Consumer law

Harbour View will describe rooms, menus, functions and travel products accurately and will honour consumer guarantees under the Australian Consumer Law. Quotations must show all fees, taxes and conditions, and cancellation terms must be provided in writing before payment is taken.

3.Collection of personal information

The business collects only the personal information it needs to provide accommodation, dining, event and travel services and to meet legal obligations such as guest registration and passport details for international travel. Guests will be told why information is collected and how it will be used at the point of collection.

• Name, contact details and payment details
• Dietary, accessibility and special requests
• Passport and visa details for travel bookings
• Loyalty preferences and stay history

4.Use, storage and access

Personal information will be stored in the reservations, functions and travel systems with role-based access and will not be disclosed to third parties except suppliers who need it to deliver the booking. Staff must lock screens when leaving a workstation and must never read out card numbers or room numbers aloud. Guests can ask to access or correct their information through the Front Office Manager.

5.Complaints and service recovery

Every complaint will be treated as an opportunity to keep a guest. Staff must follow the Guest Complaint Handling Procedure, resolve what they can on the spot and escalate anything they cannot resolve within their authority. The business will respond to written complaints within two business days.

6.Breach response

Any suspected loss, theft or unauthorised disclosure of guest information must be reported to the Front Office Manager immediately. The General Manager will assess whether the breach is likely to cause serious harm and, where it is, will notify affected guests and the national privacy regulator as the Privacy Act 1988 requires.