CLIENTS CHARTER

Hospitality Leadership Ltd aims to develop and progress as a training and support

business by building excellent, and on-going, client relationships,

founded on professionalism, mutual respect and integrity.

This will be achieved by ensuring that:

1.       The client is given a written fee proposal in advance of all assignments, outlining the services to be provided, the fee required to complete it and the terms and conditions of payment.

2.       The fee structure reflects sufficient time and resources to achieve the stated objectives of the project.

3.       The fee paid by the client is the Hospitality Leadership representative’s only source of income resulting from that assignment.

4.       An indication of any likely expenses is given to the client at the outset. Any expenses subsequently claimed from the client will not exceed those for the senior management of that organisation.

5.       Any person representing Hospitality Leadership acts in the best interest of the client at all times and continually seeks to provide the best possible service.

6.       The representative acts in a professional manner in all matters, seeking to gain the confidence and trust of all those associated with the project.

7.       Projects are only undertaken where representatives working on them are competent and qualified to perform to the highest professional standards.

8.       The representative discloses to the client any financial, personal, or other, interests that may impinge on his/her undertaking of the assignment.

9.       Regular reviews are undertaken during an extended project to ensure that the original terms of reference are being adhered to.

10.   Any additions or amendments to the original proposal from Hospitality Leadership are agreed by the client in writing beforehand.

11.   Any resulting recommendations are only made when there is sound business justification for them and they will be realistic, practicable and clearly presented.

12.   No short-term recommendations are made at the expense of the client’s long-term business interests, unless they are clearly stated as such.

13.   The client’s requirements, interests and confidentiality are paramount at all times.

14.   At the end of every assignment, the client’s views on the performance of the person representing Hospitality Leadership are sought, valued and acted upon.

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