Austin-Layng

June 16, 2016Dear *** ***:Thank you for your letter and notice from guestI will ensure she is contacted and relayed the information she has requested for her desired outcome.This is our written protocol.Broken Window by Golf Ball ProtocolMake sure the guest is alrightAsk if they were hurt in
anyway and need any medical attention.Apologize for their car window getting broken.DO NOT tell the guest that we will reimburse them for the broken windowDO NOT assume that the resort is responsibleTelling the guest that we are responsible and that they resort will pay for the window is not factual and should not be mentioned.Excuse yourself to get an incident form from the pro shop or front deskAlso, go to the driving range (parking lot incident) or golf course (River Village or near Academy incident) and see if the individual that hit the golf ball is availableUltimately, the person who hit the golf ball is responsible for the damage.While inside, make sure someone calls housekeeping (if available) and maintenance if housekeeping is not available to assist in cleaning up the broken glass.Return to the guest and fill out the form completely.Make copies of the form in the sales office for the guest, executive office, human resources and GMPlease put a copy in each mailbox.When giving the copy to the guest, please tell them that these types of incidents are not covered by the resortApologize again and ask if you can help contact *** *** or another glass company.Any incident like this is unfortunate and we will be sure to ensure that staff is informed.Rob H.General Manager