Service Charter
- Mombasa Beach Hotel
- Ngulia Safari Lodge
- Voi Safari Lodge
CUSTOMER SERVICE CHARTER
This charter is a commitment by KSLH to provide high quality delivery to our guests, tourism trade
and general public.
We therefore commit ourselves to serve you efficiently and diligently with courtesy, honesty, integrity
and professionalism.
OUR MISSION
To become a world-class hotel and lodge facilities leading to satisfaction of guests, customers and
other stakeholders.
OUR SERVICE DELIVERY OBLIGATIONS
- General Service Delivery
We commit ourselves to:Answer your telephone promptly.
a. Attend to you within 10 minutes of your visit.
b. Meal orders are served within 15 minutes unless otherwise stated.
c. Responds to your requests for quotation and proforma invoices within 24 hours.
d. Provide all guests and clients with invoices before checking out.
e. Treat your concern with confidentiality.
2. Contract Application and Renewal
A new application which meets all the requirements will be issued within two weeks upon
receipt of application.
3. Contact Renewal
Contract renewal process will be started 2 months to the expiry date and any changes in the
contract will be communicated to the client one month to the expiry date.
4. Refunds
Refunds requests by guests or clients will be processed within 2 weeks upon provision of
authentic documentary proof of prior notification, within the terms and conditions of
reservation. These can be found behind the booking vouchers.
5. Payment of Suppliers
Suppliers of goods and services will be paid within 30 days upon satisfactory delivery of
goods or services.
HAVE YOUR SAY!
Tell us if we’re not keeping our commitments – or even if we are!
Call 0722 203143/4 or Email info@kenya-safari.co.ke
www.safari-hotels.com
Hati Ya Huduma Kwa Wateja
- Mombasa Beach Hotel
- Ngulia Safari Lodge
- Voi Safari Lodge
HATI YA HUDUMA KWA WATEJA
Hati hii ni ahadi ya KSLH kutoa uwasilishaji wa hali ya juu kwa wageni wetu, biashara ya utalii na
umma kwa jumla.
Kwa hivyo tunajitolea kukuhudumia kwa ufanisi na bidii kwa adabu, uaminifu, uadilifu na weledi.
UTUME WETU
Kuwa hoteli ya kiwango cha juu na vifaa vya kulala na kusababisha kuridhika kwa wageni, wateja na
wadau wengine.
WAJIBU WETU WA KUFIKISHA HUDUMA
1. Utoaji Mkuu wa Huduma
Tunajitolea kuwa:
a. Kujibu simu yako mara moja.
b. Kukuhudhuria kwako ndani ya dakika 10 za ziara yako.
c. Maagizo ya chakula kutolewa ndani ya dakika 15 isipokuwa imeelezwa vingine
d. Hujibu ombi lako la nukuu na ankara za proforma ndani ya masaa 24.
e. Wape wageni na wateja wote ankara kabla ya kutoka.
f. Tunza wasiwasi wako kwa usiri.
2. Matumizi ya Mkataba na Upyaji
Maombi mapya ambayo yanakidhi mahitaji yote yatatolewa ndani ya wiki mbili baada ya
kupokea maombi.
3. Mawasiliano ya Upyaji
Mchakato wa upyaji wa mkatabu utaanza miezi 2 hadi tarehe ya kumalizika na mabadiliko
yoyote katika mkataba yatafahamishwa kwa mteja mwezi mmoja hadi tarehe ya kumalizika.
4. Marejesho
Ombi la kurejeshewa pesa kwa wageni au wateja litashughulikiwa ndani ya wiki 2 baada ya
kutolewa kwa uthibitisho halisi wa maandishi ya arifa ya mapema, kwa sheria na masharti
ya uhifadhi. Hizi zinaweza kupatikana nyuma ya vocha za uhifadhi.
5. Malipo ya Wauzaji
6. Wauzaji wa bidhaa na huduma watalipwa ndani ya siku 30 baada ya utoaji wa bidhaa au
huduma za kuridhisha.
Tujulishe ikiwa hatutekelezi ahadi zetu… au tupongeze kwa kutekeleze ahadi zetu
Piga 0722 203143/4
Barua pepe: info@kenya-safari.co.ke
www.safari-hotel.com
