Trojan CorporateTrojan Corporate

By Narelle Davidson

Compliance isn’t about having a policy for everything, it’s about developing and implementing practical policy that will help the venue met with the law, standards and codes, along with community, member and patron expectations. Policy needs to be practical. Policy must be able to be implemented.

What is policy?

A statement, verbal or written, that details the standard, belief or course of action that has been adopted or proposed by the board of directors.

What is procedure?

Procedures detail the steps, order or manner in which tasks or actions are to be conducted. Procedures are used to show employees the correct process to be followed.   Procedures are typically lengthy and offer more detail to the employee.

What is process?

Interrelated tasks, decisions, actions or steps that achieve a specific result.

How do we make sure that policy, and procedure don’t become something else or just another document?


  1. Avoid mixing policy and procedure together.
  2. Keep it real. Policy must be practical and able to be implemented.
  3. Keep your policy and procedure current and up to date.
  4. Use language that readers will understand and that is consistent with your venue and industry.
  5. Involve your team in policy development. This will give it credibility.
  6. Publish and communicate policy. Use formats, like noticeboards, staff newsletters, team meetings and team talks. Provide training and where appropriate publish on the clubs website.
  7. For internal policy and procedure, obtain a record of agreement. Use an “I agree” form that acknowledges that the team member has read and understood the document they have been provided.
  8. Is the policy or procedure being implemented effectively? Does it need to be reviewed?
  9. Keep a policy and procedure register.
  10. Policy and procedure are best written in alignment with business strategy, vision and values. Think about why the policy is required and who it is intended for.

You understand your business better than anyone, take the time to read and tailor policy to make sure it’s a good fit.

About narelle-davidson
Narelle Davidson has been involved in the hospitality industry for 20 years and has experience working with clubs and hotels in New South Wales & Queensland. Narelle has progressed through varying roles from front line customer service, gaming promotion co-ordination, self-employment, hotel management, training, consulting and compliance. In most recent years, Narelle has focussed on compliance programs and solutions for hospitality venues. With practical understanding of both NSW & Queensland legislative requirements Narelle is able to rationalise and provide the expertise required to facilitate effective regulatory and operational compliance frameworks. Narelle is a current member of the Governance, Risk and Compliance Institute (GRCI).