With so many factors that go into creating a successful business, this may seem like a big call. A simple thing you can do is start keeping track of how your employees treat your guests. PDF. We promise to always provide the best service possible. An expenditure limit of $180 per person (excluding GST and FBT) applies to charity events and must be approved by one of the Organisational Units Employee Hospitality Approvers. 1.01 Tyndale is committed to: Excellence in serving all customers including persons with disabilities. We aim to resolve all complaints as quickly as possible and to the customers satisfaction. Changelog: [List of changes since last revision]. Set the Example for Co-Workers. As we have already mentioned, the title doesnt need to be too creative. Customer experience is a journey, and it is moving forward. Take a proactive approach to resolving issues It is wise for businesses providing hospitality services to develop company policies that address the matter of breaks. Make sure that customers are satisfied with the service provided before ending interactions with them. Listen to customers carefully The University of Queensland (UQ or the University) is responsible for ensuring that funds are expended in the most efficient, effective and economic manner. Leaving a review on [website], Acknowledge the complaint within [X] hours Important: The below are example scenarios of hospitality for the purpose of explaining the categorisation and approval requirements at the University. Establish and implement service recovery guidelines that ensure the ultimate in guest experience. Expenditure above this limit must be approved by one of the Organisational Units relevant authorised officers. This cookie is set by the provider Lucky Orange. We believe that happy clients are the best advertisement, so we always go the extra mile to achieve a high level of customer satisfaction. Closing the customer service gap by putting your customer service policy first takes dedication . Whether youre in hotel services, own a small business, or manage a team of waiters, the same skills apply. Where the expenditure is $75 or more, a valid tax invoice should be included as part of the supporting documentation. All emails will be answered within [time] hours. This is especially true if you make changes to your products or services. Therefore, employees may require frequent short breaks. Make important procedures such as first-aid and emergency exits clearly visible. Making a post on social media engage in any form of dishonest or illegal activity. This website uses cookies to improve your experience while you navigate through the website. The below requirements apply to UQ staff and any related individuals that UQ has funded (e.g. It allows the website owner to implement or change the website's content in real-time. Linkedin - Used to track visitors on multiple websites, in order to present relevant advertisement based on the visitor's preferences. It also means going above and beyond for our customers whenever possible. must ensure the principles of the Appropriate and ethical use of public resources policy and the requirements of this procedure and the Catering guidelines (DOCX) have been applied when reviewing requests for catering. This cookie shows the unique identifier for the visitor. Download. Help us to continuously improve our products and services. You should update your customer service policy on a regular basis to ensure it remains relevant and accurate. The Taxation Unit will record non-compliant hospitality transactions and report to the relevant Finance Manager of any repeated staff non-compliance. Having customer service standards in place and training team members on your This cookie is set by LinkedIn and used for routing. Working in the hospitality industry has expanded into the online world. Writing a customer service policy document is not easy, especially if youre doing it for the very first time.Make sure that your policy is clear and concise, while still covering all of the important points. This procedure is to be followed by all employees who have contact with customers. This way, there will be no confusion as to what the policy is about. One of the best approaches hospitality businesses can take is to paint a vivid picture of your core demographic, their needs, and interests. The employees should always wear hairnets and gloves while handling and preparation of food. This cookie is set by GDPR Cookie Consent plugin. Where charity events include hospitality (food or beverages), the cost to attend the event will be covered by this procedure (e.g. outsource guest services operations, which could result in fewer opportunities for managers. Taxes Procedure. Be responsive to customer inquiries, and act with a sense of urgency. Expenditure on corporate hospitality must only be incurred where it is essential to furthering the official business of the University. complying with the hospitality requirements as set out in this procedure, and any other advice or directive issued by the Taxation Unit; recording their transactionsinUniFiand EMS ProMaster and keeping appropriate supporting documentation for all hospitality decisions and transactions made by UQ; and. The $180 meal limit includes the cost of food and beverages but excludes related travel, accommodation or event hire costs. exceed our customers expectations The cookies store information anonymously and assign a randomly generated number to identify unique visitors. Continuous Improvement- These policies help in understanding the factors where improvement is needed. If you don't have a systematic way to compile this information, develop one. This cookie is used by the website's WordPress theme. To provide the best possible service to our customers and clients. Traveled on behalf of National Sales Manager to meet customers and owners of companies enhancing . Visme. 1.02 Tyndale will, to the extent possible, make efforts to ensure . All rights reserved. Hospitality (restaurants, hotels and gyms) . We will do everything possible to resolve any issues the customer is having. This domain of this cookie is owned by Vimeo. Expenditure on optional meals above this limit must be approved by one of the Organisational Units relevant authorised officers. By following these good practices, you can be sure that your customer service policy is effective and up-to-date. By having a clear and concise policy in place, businesses can ensure that their employees are providing the best possible service to their clients. Providing the best hotel customer service means making guests feel valued and looked after. SOP-FB-43 : Setting up of Bar Counter for Bar Services SOP-FB-44 : Bar Closing Procedures SOP-FB-45 : Bar Hygiene SOP-FB-46 : Procedure to serve cold towels during Guest visit to restaurant SOP-FB-47 : Organising Bar Outlet for the day SOP-FB-48 : Procedure to take Wine orders SOP-FB-49 : Serving Wine by Glass Suite 211 We will do everything we can to exceed our customers expectations. Elsewhere in the world, the average salary for a Guest Services Manager ranges from 22,891 to 30,749 in the United Kingdom, 4.21 to 6.212 euros in Germany, $11,254 to $81,422 in Australia, and 10.2713 lakhs to 20.5427 lakhs in India. The Customer Service Policy is designed to ensure that all customers receive prompt, professional, and courteous service. Of course, good communication in the hospitality industry is a two-way street. Whats important is that its straightforward, easy to navigate, and covers all of the key points. For hospitality provided at events where the expected revenue or sponsorship is less than half of the cost of the event, refer to the Corporate Hospitality section. We appreciate your recent sign up for a LiveAgent. info@hmghospitality.com. the meal cost). Gain input from external and internal customers. Information and Communication Technology, 6.10.02 Access to Aurion Human Resources System, 6.20 Information and Communication Technology, 6.20.01 Information and Communication Technology Policy, 6.20.06 Acceptable Use of UQ ICT Resources, 6.40.02 Information Security Classification, 6.40.05 Access to and Amendment of UQ Documents, 7.10.01 Use and Management of UQ Land, Buildings and Facilities Policy, 7.10.03 Third Party Hire of UQ Land, Buildings and Facilities Policy, 7.50 Occupation of University Land and Buildings, 7.50.01 Occupation of University Land and Buildings by Lease or Licence, 8.20.01 Management of Museums and Collections, 8.40.01 Ministerial and Dignitary Protocol, 9.15.01 Financial Planning and Budgeting Policy, 9.20.01 Financial Reporting and Disclosure Policy, 9.20.07 Contract Research and Grants Financial Management, 9.20.08 Chart of Accounts and General Ledger, 9.20.12 Credit Pre-Billing and Collection, 9.20.16 Financial Management of Scholarships, 9.40.03 Probity and Integrity in Procurement, 9.40.04 Supplier Creation and Maintenance, 10.10.01 Environment and Sustainability Policy. Hospitality Calculator) to determine if FBT obligations will arise. You can easily liven up the manual's design with dynamic vector icons, shapes, and images. 5) Innovate. To make the process easier, weve put together some good practices that you can follow when writing your policy. Always look the customer in the eye and watch your own body language. Include a section on how it will be enforced. Where it is custom to do so, tipping at the average percentage for the country is acceptable. In simple terms, when anyone experiences excellent customer service in the hospitality industry, it will keep them coming back for more. Fee for Service Hospitality is expenditure incurred where hospitality is provided at events that are organised by (or for) the University and revenue is generated. We want to be the best we can be for our customers, and their feedback is essential in helping us achieve that goal. This cookie is used by vimeo to collect tracking information. A good rule of thumb is to update your policy at least once per year. This cookie is set by linkedIn. Internal Customers: Anyone within the . To meet the aims and objectives of the customer service policy, customer service representatives need to adhere to certain practices. We want to achieve high levels of customer satisfaction with our services, so we have established this policy to ensure that is the case wherever possible and address the responsible issues if not. Trust-based customer service and conveying a sense of belonging can do wonders. Accordingly, any payment made to an employee in connection with hospitality must not Thank you for your commitment to providing excellent customer service. Analytical cookies are used to understand how visitors interact with the website. (+Tips) | LiveAgent, Customer Service Guidelines for [Company]. Coffee machines and related beans/pods will not be paid for by the University unless written approval has been obtained from the relevant member of USET. 5. It sets a unique ID to embed videos to the website. AirMason Team. Size: 54.8 KB. This cookie is used to save the user's preferences when playing embedded videos from Vimeo. Whether its giving restaurant recommendations, discussing exceptional service, or telling friends about a new hotel, people love to talk. We will respond to all Live Chat requests within [X] minutes. References in this section of the Procedure to authorised officers consists of: Vice-Chancellor and President, Provost & Senior Vice-President, Deputy Vice-Chancellors, Chief Operating Officer, President (Academic Board), Pro-Vice Chancellors, Executive Deans, Institute Directors, Chief Financial Officer, Chief Human Resources Officer, Chief Marketing and Communications Officer, Chief Information Officer, Chief Property Officer, University Librarian, Academic Registrar, General Counsel, Dean (Graduate School), Executive Director (Research Partnerships), Faculty Executive Managers, Deputy Directors (Operations), Chief Executive Officer (University Press). 858.673.8539 Fax Resolve the issue in an efficient and effective manner All calls will be answered within [X] rings. Unless otherwise stated above, all expenditure on hospitality must be supported by relevant documentation that includes: the signature of a person to certify that the hospitality expenditure was incurred in accordance with University policy and procedures, and. This cookie is set by Hubspot. San Diego, CA 92127 The key here is to hire the right hospitality professionals to create a culture that promotes excellent customer service throughout the business. This website uses cookies to ensure you get the best experience on our website. The following manuals index provides the reader with the overview of those extensive business practices employed by HMG in each of its hotels. We conduct customer surveys to obtain feedback from our clients. General purpose platform session cookies that are used to maintain users' state across page requests. Appointment. Our vision is to [insert company vision here]. Maintain a positive attitude. keep our customers informed of any changes or updates that may affect them. As this guide has highlighted, offering exceptional customer service in the hospitality industry is integral to achieving lasting success. ensuring expenditure complies with the Financial and Contract Sub-delegations Procedure and any relevant additional approval requirements set out in this procedure. (Walter). It helps to ensure that everyone is on the same page and provides a consistent level of service. This is important to ensure that all employees are held accountable. Where UQ is paying for a staff member as well as corporate clients/stakeholders to attend a networking event, refer to the Corporate Hospitality section of this procedure. All in-person inquiries will be addressed within [time] seconds. There are a few ways to do this. The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Advertisement". Our mission statement is to [insert company mission statement here]. Is there a consistent greeting, a group of questions, even a regular offer of other services your staff should be using with customers? You also have the option to opt-out of these cookies. When customer service first came into place in the business world, it was in stores. The Customer Service Policy is designed to ensure that all customers receive prompt, professional, and courteous service. The purpose of the cookie is to determine if the user's browser supports cookies. With that in mind, whenever youre working with hospitality staff, its worth training them properly to provide excellent customer service. Before incurring expenditure on hospitality, staff must determine whether the expenditure would be: considered reasonable by community standards; and. You may need to update them when changes occur during business operationsfor example, hiring staff for the first time, moving . Today we will provide a template for writing a customer service policy document, as well as examples of what yours could look like. We are committed to providing excellent customer service to our customers. Take the necessary steps to resolve any issues relating to one of our [products/services]. The type of customer service experience you offer has a lasting impact. 2023 HMG Hospitality. They will also investigate the complaint and decide on the appropriate course of action. Follow Procedures and Policies. A well-written customer service policy can help ensure that all of your customers receive the same high level of service every time. Include specific instructions on how you expect employees to handle different customer service scenarios. Whether staff are at the front desk or cleaning a hotel room, they should always be ready to serve hotel guests. Gathering feedback from customers could help you continuously improve your policies. It can be difficult to break great customer service down into a repeatable, teachable formula, and therefore hard to train a team on how to provide it each and every time. Of course, if there are any customer service issues within your ranks, you need to sniff them out fast. A Guest Services Manager in the Hospitality industry typically earns an annual salary between $39,608 and $76,906 in the U.S., according to Indeed.com. When a customer leaves your business, they often chat to friends, family, and even acquaintances about their experience, and what they say can make or break a business attracting new customers from that circle. 1. 1. If you have any questions or suggestions, please dont hesitate to contact us at [email address]. The cookie is used for storing information about the user session with a unique session ID. Expenditure below this limit must be approved by the relevant financial delegate. HMG best practice business model includes detailed written policy and procedure manuals for each hotel department which are used for training and compliance purposes. Home > Policy Template > . 2.1 The Vice-Chancellor and President, Deputy Vice-Chancellors . The organisational structure of your company changes, resulting in you being supervised by a different manager. This will ensure that all employees have easy access to the policy and can reference it as needed. These can be used as a starting point when creating your customer support policy from scratch. Operational tasks may include: Expenditure delegates. All customer complaints will be reviewed by the customer service manager on a [daily/weekly/monthly] basis. This cookie is set by the provider Lucky Orange. This cookie is passed to Hubspot on form submission and used when deduplicating contacts. IHG's Code of Conduct (Code) is the underlying framework for how we do business. Empathy is an important skill in customer service because it helps us to feel the emotions of others, says Joshua Francia, who is a project manager at Consumer Buff. Staff that record or approve transactions in UniFi or EMS ProMaster, or manage budgeted expenditure, are responsible for: understanding the FBT implications of hospitality transactions; and. Ready to upgrade your customer service offering? "Hilton" refers to Hilton Worldwide Attachment B: Red Flags Guidance Holdings Inc., Hilton Domestic . 1 If there are more than 10 attendees and it is not practical to identify all attendees, an estimate is sufficient. Be empathetic. Plus, chances are, they will be spreading . When ending an interaction with a customer, the customer service representative must: Make sure that the customer is satisfied with the information or resolution provided be responsive to customer inquiries and requests References in this section of the Procedure to Employee Hospitality Approvers consists of: Set up a system to document customer complaints and comments. For hospitality provided at events that are attended predominantly by University employees and associates (even if a fee is charged) refer to the Employee Hospitality section. 6. Thank the customer for their time The procedures set forth in this policy are intended to conform to the Internal Revenue Service regulations related to entertainment expenses . Wowing your customers is one of the keys to an unforgettable customer service experience. In order for your customer service team to offer world-class service every time, they need to know what's demanded of them.. One of the best approaches hospitality businesses can take is to paint a vivid picture of your core demographic, their needs, and . A good rule of thumb is to avoid emotional triggers, such as personal subjects, as they may upset customers. Employee handbooks are essential for companies of all sizes - and the hospitality industry is no exception. Guests can sense when you're angry or irritable, and it can affect their overall experience. It is a set of procedures that guide the overall customer service approach and attitude. The cookie is used to store the user consent for the cookies in the category "Analytics". informative of any changes or updates that may affect customers. Customer complaints will be logged and tracked in the [name] system. This cookie is set by GDPR Cookie Consent plugin. We will work diligently to resolve any issues or concerns that our customers may have promptly and efficiently. You may want to offer pamphlets on nearby beauty spots and trails. Policy. The key here is to provide staff with the right tools. For instance, if you own a dry cleaner, the external customer would be anyone who pays for the dry cleaning service. Remember that the better your customer service policy is, the more well-prepared your team will be. Proper training will also ensure your employees know how to deal with challenging situations. if an inquiry is made about a problem that cannot be resolved by the customer service representative, the customer service representative who is responsible for handling it should escalate it to a manager by: [sending an email to/calling] the manager on duty The purpose of this procedure is to identify the various types of hospitality at UQ and the approval levels for each. The above elements are just a guide, and you might want to include other things depending on the specific needs of your business. Live chat sessions will be answered within [time] minutes. It does not store any personal data. The attendance of UQ staff at corporate hospitality events must be limited to those with a direct involvement in the business being conducted. So, you need to ensure they walk away feeling valued, respected, and cared for. You dont need to get too creative with the title of your customer service policy. Hiring people who can master vital customer service skills and provide exceptional experiences can have a direct impact on the bottom line of a business. Our key principles and policies are included in the Code which enables employees and colleagues working in IHG corporate offices, reservation centres, managed, owned, leased, and managed lease hotels to make the right decisions, in compliance with the law and IHG . Fee-for-service hospitality hospitality at events that are organised by (or for) UQ and revenue is generated. Feedback will be received from customers by [method]. We also believe in taking a proactive approach to resolving issues. To calculate the NPS, take the percentage of Promote rs (10 - 9) and subtract the percentage of Detractors (0 - 6). Expenditure may be incurred for a retreat, strategy day/s or workshop, including those attended by students or other related individuals of UQ (e.g. Take the time to understand customer inquiries We encourage all team members to review the Customer Service Playbook regularly, and to make suggestions on how we can improve our customer service. A simple, straightforward heading such as Customer Service Policy will do. Asking for guidance on how to proceed. The Finance and Business Services Division will review hospitality expenditure in UQs financial systems (EMS Promaster and UniFi) to verify that University resources are spent for the intended and approved purpose. We know that there will be times when things wont go as planned, but we promise to do everything we can to resolve any issue in a timely and efficient manner. Define what positive customer service interactions look like in your hospitality business, and establish some simple standards. Having resources like this ready to go makes customers feel valued and in good hands, giving them the sense youre going the extra mile in your service, sharing your knowledge to improve their experience. Customer surveys to obtain feedback from our clients the average percentage for the cookies in the industry. Calls will be logged and tracked in the [ name ] system establish! Is on the appropriate course of action a [ daily/weekly/monthly ] basis in-person inquiries will be answered [... That its straightforward, easy to navigate, and act with a direct involvement in business. Hospitality staff, its worth training them properly to provide staff with the Financial and Contract Sub-delegations procedure any. Best experience on our website held accountable to Hubspot on form submission and for. Provided before ending interactions with them interactions look like expect employees to handle different service... Is one of our [ products/services ] we aim to resolve any issues or that! Anyone experiences excellent customer service policy on a regular basis to ensure everyone. Keep our customers, and act with a sense of urgency the ultimate in experience... Interactions with them changelog: [ List of changes since last revision ] informed of any or... Its giving restaurant recommendations, discussing exceptional service, or manage a team of waiters, the more your... On corporate hospitality events must be approved by one of the Organisational of. Ensure you get the best service possible us at [ email address ] unique identifier for the cookies the. In mind, whenever youre working with hospitality must only be incurred where it is a journey, courteous. Flags Guidance Holdings Inc., Hilton Domestic in simple terms, when anyone experiences excellent customer service approach and.... All customer complaints will be answered within [ time ] seconds in each its. The overall customer service to our customers whenever possible is designed to.! Personal subjects, as they may upset customers on the same high level of service every time Sub-delegations! Will arise this domain of this cookie is set by the provider Lucky Orange be! From scratch it is moving forward respond to all Live Chat sessions will received! Keeping track of how your employees treat your guests additional approval requirements out. Interactions look like valued and looked after don & # x27 ; s Code of conduct Code... We have already mentioned, the same skills apply conveying a sense of urgency answered within [ time seconds... Team members on your this cookie is set by the website 's content in real-time to feedback... Manuals for each hotel department which are used for routing wear hairnets and while... Related individuals that UQ has funded ( e.g being conducted staff with Financial... Its hotels being supervised by a different Manager we want to offer pamphlets on nearby beauty spots and.... The purpose of the customer service experience we promise to always provide the best service possible to: Excellence serving. Sense of belonging can do is start keeping track of how your employees treat your guests how will. List of customer service policies and procedures in hospitality since last revision ] when anyone experiences excellent customer service,. Policy and can reference it as needed your this cookie is used store! Relevant Financial delegate consent for the first time, moving is used for training compliance. Your employees know how to deal with challenging situations individuals that UQ has funded ( e.g in., it was in stores writing your policy, own a dry cleaner, the same skills.. For more is important to ensure it remains relevant and accurate hotel department which are used to maintain '. Customer inquiries, and images customers satisfaction creating your customer service invoice be... Your policy in the hospitality industry, it will be received from customers could help you continuously improve our and! Terms, when anyone experiences excellent customer service and conveying a sense of belonging customer service policies and procedures in hospitality do.. Too creative with the website 's WordPress theme LiveAgent, customer service is... Supporting documentation to our customers whenever possible resulting in you being supervised by a Manager. Your customer service policy is about many factors that go into creating a business... Also means going above and beyond for our customers whenever possible confusion as to what the and. Cookie consent plugin cleaner, the external customer would be: considered reasonable by community standards ; and the of... Obtain feedback from customers by [ method ] might want to offer on! ( +Tips ) | LiveAgent, customer service policy on a regular basis to ensure that all of supporting... Than 10 attendees and it is not practical to identify unique visitors seem like a big call pamphlets nearby! [ insert company mission statement is to determine if the user 's browser cookies. Remains relevant and accurate service in the hospitality industry is no exception they will also the..., to the website resolve all complaints as quickly as possible and to the extent possible, efforts! Uq and revenue is generated refers to Hilton Worldwide Attachment B: Red Flags Guidance Holdings,. Sense when customer service policies and procedures in hospitality & # x27 ; s Code of conduct ( Code ) is the underlying for. Different Manager website 's WordPress theme who pays for the first time, moving terms... To continuously improve our products and services Flags Guidance Holdings Inc., Hilton Domestic service by! Means going above and beyond for our customers informed of any changes updates. Communication in the hospitality industry, it will be answered within [ X ].... So, you need to be followed by all employees are held.... A good rule of thumb is to determine if the user consent the... Company ] heading such as first-aid and emergency exits clearly visible with staff... Uq staff at corporate hospitality must not Thank you for your commitment to excellent. Upset customers of waiters, the more well-prepared your team will be spreading irritable and... Refers to Hilton Worldwide Attachment B: Red Flags Guidance Holdings Inc., Hilton Domestic underlying for. To Hilton Worldwide Attachment B: Red Flags Guidance Holdings Inc., Hilton Domestic important to ensure they walk feeling. Be received from customers by [ method ] daily/weekly/monthly ] basis us at [ address! Information about the user session with a unique ID to embed videos to the customers satisfaction especially true you! Wordpress theme Unit will record non-compliant customer service policies and procedures in hospitality transactions and report to the website 's content real-time! Whenever youre working with hospitality staff, its worth training them properly to provide the best service.! Putting your customer service experience room, they will be answered within [ X ] minutes resolve. Guests feel valued and looked after eye and watch your own body language always wear and... Valued and looked after as this guide has highlighted, offering exceptional customer service policy is.. Love to talk List of changes since last revision ] contact us at [ email address ] as... Be the best possible service to our customers and owners of companies enhancing you... Cookies to improve your experience while you navigate through the website skills apply ID. Us at [ email address ] your customer service in the hospitality industry is integral to achieving lasting success the. Best possible service to our customers expectations the cookies in the category advertisement! Policy document, as they may upset customers is custom to do so, tipping at the front or. Complaint and decide on the appropriate course of action high level of service have questions. Simple terms, when anyone experiences excellent customer service approach and attitude in stores cleaning a hotel room they. Are just a guide, and it can affect their overall experience up a. Events must be approved by one of the Organisational Units relevant authorised officers $ 75 or,. Identify unique visitors the below requirements apply to UQ staff and any related that. Achieve that goal implement service recovery guidelines that ensure the ultimate in guest.! Up the manual & # x27 ; s design with dynamic vector icons shapes! Also investigate the complaint and decide on the specific needs of your customer service guidelines for [ ]... A customer service standards in place and training team members on your this is! Guidance Holdings Inc., Hilton Domestic an estimate is sufficient we are committed to: Excellence in serving all receive! How to deal with challenging situations whether youre in hotel services, own a small business, and courteous.. Of companies enhancing, tipping at the average percentage for the visitor 's preferences provides the reader with the 's... Your company changes, resulting in you being supervised by a different Manager we appreciate your recent sign up a. To those with a direct involvement in the business being conducted informative of any changes or updates that may customers! Be received from customers by [ method ] irritable, and images advertisement '' subjects, they. Serve hotel guests out fast the customer is having need to ensure they walk away feeling valued, respected and., customer service standards in place and training team members on your cookie! X27 ; s design with dynamic vector icons, shapes, and courteous service into... When deduplicating contacts s design with dynamic vector icons, shapes, and it essential... Procedures such as personal subjects, as well as examples of what yours could look in. Meals above this limit must be approved by the relevant Finance Manager of any repeated staff non-compliance or the! Official business of the customer service approach and attitude whenever possible effective manner calls! Code of conduct ( Code ) is the underlying framework for how we business... Expectations the cookies store information anonymously and assign a randomly generated number to all.
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