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Performance
Standards
Mission Statement
At
Malone House we aim to provide a high quality of service to all
'Where excellence is our priority'
We
promise to:
* Ensure that whenever you approach a member of staff, you will be acknowledged politely and your queries answered immediately. If this is not possible, your query will be referred to another member of staff who can assist.
* Answer the telephone within five rings.
* Return completed Booking agreements for functions within three days.
* Send our brochure or any other information requested, the same day.
* Deal with complaints on the spot, if possible, or respond to your complaint within five days.
* Provide an excellent quality catering service in our restaurant and at all functions.
* Deliver urgent messages to conference delegates as soon as possible, and deliver other messages at a convenient time with minimum disruption to the session.
* Fax or e-mail information within thirty minutes of request.
* Ensure accurate, up-to-date information is available for viewing on our official website.
Ensure
we provide an equal standard of service for visitors with special
needs.
Performance
Results
|
|
2002-2003
|
2003-2004
|
2004-2005 |
2005-2006 |
| Number of Commercial
Functions |
758
|
772
|
807 |
666 |
| Number of Wedding
Receptions |
115
|
123
|
118 |
117 |
| Total
Functions |
873
|
895
|
925 |
783 |
| Higgins Gallery Revenue |
£2601.00
|
£3965.50
|
£3897.25 |
£6318.00 |
| Number
of Complaints |
8
|
10
|
8 |
14 |
| Customer
Satisfaction |
96%
|
98%
|
97.5% |
97.2% |
| Operation cost |
£0.93
|
£1.32
|
£1.32 |
£1.59 |
* Based on an independent study carried out by BDO Stoy Hayward
Management Consultants
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