Customer Harassment Action Policy
Hotel GrandBach pursues the concept of "providing healing and excitement through food and music" and hopes to provide all guests with a relaxing time. In order for our employees to always welcome our guests with the best hospitality, we will take a firm stance against any requests or actions that may seriously harm the human rights or working environment of our employees.
1. Definition of Customer Harassment
The Ministry of Health, Labor and Welfare announcedCorporate Manual for Countermeasures against Customer Harassment"The main targets are "complaints and behavior from customers, etc., where, in light of the validity of the content of the demands made in said complaints and behavior, the means or manner of realizing said demands is socially inappropriate and where said means or manner harms the working environment of employees."
2. Targeted Activities
This policy conforms to the "Corporate Manual for Countermeasures against Customer Harassment" published by the Ministry of Health, Labor and Welfare, but is not limited to the following acts.
(1) Examples of "cases where the content of a customer's request is inappropriate"
- If there is no defect or negligence found in the hotel's products or services
・When the content of the request is not related to the products or services of our hotel
(2) Examples of "means or methods for achieving requests that are socially inappropriate"
a. Requests that are likely to be deemed unreasonable regardless of their validity
・Physical attacks (assault, injury)
・Mental attacks (threats, slander, libel, insults, verbal abuse)
・Intimidating behavior
・Request for dogeza
-Continuous (repeated) persistent (persistent) behavior
・Restrictive behavior (refusing to leave, staying put)
Discriminatory behavior
Sexual language and behavior
・Attacks or demands on individual employees
b. Requests that may be deemed inappropriate in light of the appropriateness of the request
- Request for exchange of goods
- Request for monetary compensation
・Demanding an apology without a reasonable justification
(3) Any other nuisance caused by you
・Defamation and slander on social media or the internet
3. Dealing with Customer Harassment
In the case of customer harassment, if we are unable to discuss the matter or if the behavior is deemed to be severe, we will take firm action in accordance with our company's code of conduct, and if necessary, we may refuse to provide services or allow the customer to use our facilities. We will also cooperate with external agencies such as the police and lawyers to take strict action, including legal action.
The Hotel may record conversations with employees when answering the phone or serving customers.
4. Requests to Customers
Hotel GrandBach strives to provide services that will please many customers, but in the unlikely event that any words, actions, or behavior that constitutes customer harassment is confirmed, we will respond strictly in accordance with this Code of Conduct to ensure that all customers have a comfortable stay. We ask for your understanding and cooperation.
2024/ 12/ 1