Bachelor of International Hospitality & Tourism Management – Swiss Campus
Diploma in Hospitality & Tourism Management – Swiss Campus
Master of Science (MSc) in International Hospitality & Tourism Management – Swiss Campus
Certificate in English for Tourism & Hospitality – Thai Campus
Diploma in Hospitality Practice (skills-based) – Thai Campus
Master of Business Administration (MBA) – International Finance
Master of Business Administration (MBA) – Marketing
Master of Business Administration (MBA) – Management
Master of Business Administration (MBA) – International Business
Master of Business Administration (MBA) – Human Resource Management
Master of Business Administration (MBA) – Hospitality Management
Doctor of International Business Management(DIBM) & DBA
La Xenia welcomes feedback and complaints from stakeholders in order to provide excellence. Any person may provide us with feedback or make a complaint regarding any aspect of our services, programs, policy and procedures. Those elements will help us to identify the things we can improve.
Feedback is information about reactions to a course, trainer/ teacher, facilities, service or a person’s performance of a task, which is used as a basis for improvement.
A complaint is any expression of dissatisfaction made to an organisation related to its services or service quality, decisions, policies, procedures, charges or fees, employees, or the complaint handling process itself, where a response or resolution is explicitly or implicitly expected.
A grievance is a matter to be investigated according to formal grievance processes. This includes complaints which are not able to be resolved through informal processes or mediation, and matters relating to allegations of misconduct where disciplinary action against a worker may be an outcome of the investigation.
providing leadership in demonstrating a commitment to the resolution of complaints made
providing independent impartial advice and assistance to managers or supervisors who have received and are handling a complaint
Overall management and monitoring of complaints handling within their programs.
Exercising primary responsibility for receiving and resolving complaints and any conflict in their areas in a timely and fair way.
Advising people of their right to make a complaint where appropriate.
Providing advice and assistance to people who have a complaint.
Providing independent impartial and confidential information to complainants about the procedure for dealing with complaints including listening to the issues and helping the person clarify the facts.
Conducting internal reviews of complaints in both process and content.
Identifying systemic issues arising from complaints and making recommendations to management.
Complainants and the Complaint Respondents are responsible for:
Providing a clear and honest account of their concerns and their expectations for the outcome of their complaint, including providing all relevant information and documents to assist in the investigation and/or resolution of the matter.
Engaging openly in the complaint handling process, including participating in discussion with other parties to resolve the concerns.
Responding to La Xenia requests for information in a timely manner.
Respecting those individuals involved in the complaint handling process.
Everyone is welcome to provide feedback by verbal communication, email, training evaluation form or teacher classroom visit form.
We will respond to all feedback and it will be treated in a confidential manner.
In particular, complaints will be assessed and resolved wherever possible within 7 working days. If there is a delay, correspondents will be kept up-to- date with the progress.
The Recipient (or nominee) shall assist the person by sensitively and carefully understanding the complaint, explaining the options available and helping the person decide if they want to proceed to an informal conciliatory or formal internal investigation process as outlined in Option 1 and Option 2 below:
Option 1 – Resolution between the parties through conciliation
If the person chooses to seek resolution through an internal conciliation process then the following steps are appropriate:
The Complainant may approach the other party directly or ask the Recipient (or nominee) to approach the other person or persons on their behalf. If a third party is to be involved in resolution, it is recommended that a trained conciliator/mediator be involved to assist the parties.
If the other person or persons admit to the behaviour or the acts complained about, and an agreement between the parties is reached, the complaint is resolved.
Even if the person does not admit to the behaviour or acts complained about, the parties may be able to agree to an outcome that is acceptable to the complainant and the other parties.
If an acceptable outcome is reached the Manager will be responsible for ensuring that the appropriate people who need to know about the outcome are appropriately informed so that the outcome is implemented and followed. As matters handled this way are usually minor, resolution would generally include an apology and agreement not to repeat the behaviour or actions complained about.