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SITXCCS015 ENHANCE CUSTOMER SERVICE EXPERIENCES – Case study
ASSESSMENT C – CASE STUDY LEARNER INSTRUCTIONS
To complete this assessment, you will require access to the learner resource for this unit, the internet and a computer (if submitting via LMS) or a pen (if submitting hard copy).
You are required to answer all questions and complete all tasks.
Read each task and question carefully. Ensure you have provided all required information in your responses.
Should you require ‘reasonable adjustment’ to complete this assessment, discuss the options with your assessor prior to attempting the task. Reasonable adjustment means modifications or changes are made to an assessment to take into account an individual learner’s needs.
Your assessor will discuss the conditions of assessment, e.g., open or closed book, time limits for completion, etc., with you prior to attempting this task.
Your assessor may observe you completing activities in this Task and record the results of their observation in Assessment C – Observation Report.
To be deemed satisfactory in this assessment, you must complete all tasks correctly. Your assessor will determine how many attempts you are allowed for each task/question.
On completion, submit your assessment to your assessor according to your training environment’s assessment submission procedures. Make sure you follow
all
steps in the submission process when submitting assessments to the learning
platform.
Note:
Successful completion of this assessment does not mean you have achieved all requirements of the unit of competency. An overall decision of competence for the unit will not be made until all assessments are completed. Talk to
your assessor or refer to the unit information on your learning platform
to identify additional assessments required. Assessment guide You are required to complete the following assessment activity.
Read the case study scenario.
Answer all the questions.
You should base your responses on the information provided in the case study. Responses could reflect skills and knowledge discussed in your learning environment, learner resources and reflect relevant legislative requirements.
You may base your responses on your organisation’s policies and procedures, normal work practices and any legislative requirements, if discussed with and approved by your assessor prior to commencing this assessment.
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SITXCCS015 ENHANCE CUSTOMER SERVICE EXPERIENCES – Case study
Case study
The Mayfell Hotel is a four-star hotel located near a business district and 20 minutes
from the local airport.
It has 56 rooms, ranging from standard Queen and King rooms to deluxe King suites
and one Executive suite. Room rates vary based on the type of room, its view (garden or forest) and height within the hotel (low, middle or high floors).
If offers the following facilities.
Reception is open from 7:00 am to 11:00 pm with an after-hours bell for late arrivals. Guests
can enter the hotel after hours through a side door in the entrance area using their room key.
The open foyer area has seating for meeting friends or conducting casual business
meetings.
A coffee shop on the ground floor offers breakfast, snacks and full meals from 6:00 am to
9:00 pm, seven days a week.
A fully licensed restaurant on the first floor has an international à la carte menu, and is open
from 6:00 pm to 10:00 pm, Wednesday to Sunday. Bookings are recommended, especially
on Thursday to Saturday nights.
Room service is available from 5:30 am to 9:00 pm. A menu is located in the guest rooms.
The health club on the first floor offers a range of basic, standard exercise and weight
training equipment. Guests can access this area using their room key from 6:00 am to 9:00
pm. It is unsupervised so guests use equipment at their own risk.
A car park is located underneath the hotel for guest parking. It is free of charge for hotel
guests and $5 per hour for visitors. It is accessed via a ramp to the left of the hotel’s
driveway. Guests must obtain a car park tag from reception after check-in to open the boom
gate to enter and exit the car park. Hotel lifts are located in the basement foyer and accessed
using the room key.
The hotel offers unlimited WiFi to guests for an additional fee of $5 per day. Reception will
issue written instructions and access codes to guests on acceptance of the fee.
The business centre is available for guest use at any time via their room key. It offers free
WiFi, colour printing and scanning facilities, and writing materials and envelopes. Additional
services, such as binding of documents, are available during business hours through
reception.
The hotel does not offer porter service. Customers are expected to transport their own
luggage to and from their rooms. Small trolleys are available to guests with extensive or
heavy luggage. Guests are expected to return the trolleys to reception once they have
finished transporting their luggage.
The hotel does not currently maintain a database of customer information or customer
profiles.
The hotel does not currently provide any information about tours, festivals and events in the
area for customers.
The hotel currently does not offer package deals with accommodation and meals, or
packages with any other affiliates in the local region.
The hotel currently does not have a loyalty program.
Business has been declining with a limited number of guests returning for another stay. © Didasko Learning Resources
2022 Edition
2
SITXCCS015 ENHANCE CUSTOMER SERVICE EXPERIENCES – Case study
It has been a few months since you have created a database of customer profiles and each new
customer has been added along with information received via a customer survey.
You have used your database information to get anonymous feedback from the customers. You have collated the information and this is the feedback you received.
Room service finishes too early. It should go to at least 11 pm.
For these prices we should be offered a porter service.
The training equipment in the health club is out of date and there is not enough of it.
A meals package should be included with the accommodation.
You don’t have any package deals with local tours, festivals or events in the area. Based on this feedback you would like to implement some changes to the hotel’s services to improve the customer experience. Q1:
List the services you would like to provide for customers.
Extended room service hours until 11 pm.
Porter service to assist with luggage.
Updated and increased variety of exercise equipment in the health club.
Meal packages included with accommodation.
Package deals with local tours, festivals, and events.
Q2:
What extras or add-ons could you introduce at the hotel to enhance the customer experience? Complimentary welcome drinks or snacks.
Free Wi-Fi access.
Shuttle service to and from the airport.
Spa services or wellness packages.
Special themed room decorations for occasions such as birthdays or anniversaries.
Q3:
The Mayfell Hotel is now affiliated with a major local airline. What add-ons could the airline offer your customers? Discounted flight tickets or special promotions for hotel guests.
Priority boarding or additional baggage allowance.
Access to the airline’s lounge.
Frequent flyer miles for stays at the hotel.
Combined accommodation and flight packages.
Q4:
What extras or add-ons can you provide in the hotel’s restaurant to improve the customer’s experience?
Special dietary options such as vegan, gluten-free, and allergen-free menus.
Live music or themed dining nights.
Cooking classes or chef’s table experiences.
Complimentary appetizers or desserts for hotel guests.
Personalized menu options for special occasions.
Use the information below to answer Q5 – Q8.
© Didasko Learning Resources
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