SITXCCS014 Assessment 1 (Word Version)SITXCCS014-Assessment 1

SHORT ANSWER QUESTIONS Question 1 Identify at least two principles for each of the following: • Quality customer service • Positive communication Aspect of Hospitality Service Principles for Each Aspect of Hospitality Service • Quality customer service  Anticipate Guest Needs: Train your staff to proactively identify and anticipate the needs and preferences of guests. This might include recognizing when a guest needs a refill on their drink or offering assistance with luggage. • Personalization: Tailor the service to each guest's individual preferences. This could mean remembering a guest's name, dietary restrictions, or room preferences, and making adjustments accordingly. • Promptness: Efficient and timely service is crucial. Respond quickly to guest requests, whether it's delivering room service promptly or addressing concerns promptly.

gender, it is important to respect personal boundaries. Some Muslim individuals, especially those who adhere to conservative interpretations of Islam, may prefer not to shake hands with members of the opposite gender. In such cases, it is polite to nod or offer a verbal greeting instead. • Personal space Respecting personal space is important in all interactions. However, it's worth noting that in some Muslim cultures, people may stand or sit closer together during conversations than is common in Western cultures. This should be considered and respected. Additionally, modesty is highly valued in Islam, so it's essential to maintain appropriate dress and behavior to respect cultural norms related to personal space and modesty. • Eye contact While eye contact is generally acceptable and encouraged in many Muslim cultures, it's essential to be sensitive to individual preferences. Some individuals may feel more comfortable with limited eye contact, especially when conversing with the opposite gender. It's advisable to follow the lead of your Muslim customers and adjust your level of eye contact based on their cues. Respect for personal comfort and cultural norms is key. • Identify the most respectful way to greet and bid farewell to Japanese customers. 1. Hello: Use "Konnichiwa" ( こんにちは ) during the day or "Konbanwa" ( こんばんは ) in the evening. 2. Good morning: Say "Ohayou gozaimasu" ( おはようござ います ) in the morning. 3. Good evening: Use "Konbanwa" ( こんばんは ) as the evening greeting. 4. Thank you: Express gratitude by saying "Arigatou gozaimasu" ( ありがとうございます ) for simple thanks or

Japanese customer. When receiving payment from a Japanese customer, it's important to be culturally sensitive and avoid behaviors that may be considered disrespectful or impolite. Here's what you should avoid: 1. Avoid Rushing: Don't rush the customer during the payment process. Allow them ample time to count their money or complete the transaction at their own pace. 2. Avoid Handling Money Carelessly: Treat currency and coins with care and respect. Don't toss or mishandle money, as it can be seen as disrespectful. 3. Avoid Counting Money Aloud: Refrain from counting money aloud, especially in public. This is considered impolite in Japan. Counting money should be done discreetly and with respect for the customer's privacy. 4. Avoid Making Personal Comments: Avoid making personal comments or judgments about the customer's payment method, the amount of money, or their financial situation. Maintain a professional and non- judgmental demeanor. 5. Avoid Showing Frustration: If there are any issues or discrepancies with the payment, remain calm and composed. Showing frustration or impatience can be seen as discourteous. 6. Avoid Excessive Verbal Interaction: While it's important to be polite and respectful, avoid excessive small talk or prolonged conversations during the payment process. Japanese customers may prefer a more efficient and transaction-focused interaction. 7. Avoid Handing Items with One Hand: When handing items such as change or receipts to the customer, use both hands. This is a sign of respect and politeness in Japanese culture. 8. Avoid Reaching Across the Counter: If you need to hand something to the customer or receive payment, step around the counter if possible. Reaching across the counter is generally considered impolite. 9. Avoid Making Negative Facial Expressions: Maintain a neutral or friendly facial expression during the payment process. Avoid expressions of annoyance, frustration, or impatience. 10. Avoid Accepting Tips: Tipping is not a common practice in Japan, and it may be refused or cause confusion. Avoid accepting tips unless you are in a specialized service industry where it is customary. By being mindful of these cultural considerations and practicing politeness and respect, you can create a positive and respectful payment experience for Japanese customers. • Identify the appropriate proximity to maintain when speaking to customers who are Aboriginal and Strait

6. Respect Personal Space: Be mindful of personal space and avoid standing too close to the customer, especially if they seem uncomfortable. Respect their personal boundaries. 7. Cultural Awareness: Educate yourself about the culture and history of Aboriginal and Torres Strait Islander peoples. Understand the significance of cultural protocols and customs, such as smoking ceremonies or Welcome to Country. 8. Avoid Stereotyping: Avoid making assumptions or stereotyping based on appearance or ethnicity. Treat each customer as an individual with unique experiences and preferences. 9. Use Inclusive Language: Be inclusive and avoid discriminatory language or behavior. Respect gender identities, cultural sensitivities, and diverse backgrounds. 10. Seek Consent: If you need to take photographs or record conversations for any reason, seek the customer's consent beforehand and explain the purpose. 11. Cultural Safety: Ensure that your workplace promotes cultural safety and respect for Aboriginal and Torres Strait Islander customers. This may involve cultural awareness training for staff and creating an inclusive environment. 12. Seek Feedback: Encourage customers to provide feedback on your services. Be open to suggestions and take action to improve based on their input. 13. Apologize and Correct Mistakes: If you make a mistake or unintentionally offend someone, be quick to apologize and correct the situation. Learn from your mistakes and avoid repeating them. 14. Show Appreciation: Express your appreciation for their business and thank them for choosing your services or products. By following these guidelines, you can engage respectfully with Aboriginal and Torres Strait Islander customers, create a positive atmosphere, and build trust and rapport. • Outline the three practices that customers who are Aboriginal and Strait Islander men and women perform separately. Women's Birthing Ceremonies: In many Aboriginal and Torres Strait Islander cultures, women have their own birthing ceremonies and practices. These ceremonies are sacred and involve the guidance of female elders and healers. They often include rituals, songs, and dances specific to women's experiences during pregnancy and childbirth. Men’s Initiation Ceremonies: Many Aboriginal and Torres Strait Islander cultures have initiation ceremonies for young boys as they transition into manhood. These ceremonies are sacred and involve teachings about cultural responsibilities, roles, and spiritual beliefs. They are typically led by male elders and community leaders.

• Identifying at least one example of a situation in your hospitality venue where you can apply each identified attitude and each attribute. Attitude refers to the way a service industry personnel feels or thinks that reflects on how they behave (e.g. manner of communication, tone of voice, facial expression etc.) during servicing. Attribute refers to the characteristics required of the person to provide quality customer service. Attitudes Expected of Service Industry Personnel Situations Where Each Attitude Can be Applied • friendliness to new customers who are just arrived at the restaurant, the fisrt responsability of the hospitality professional is to meet the customer, greet the customer and then warmely welcome the customer offering assistance as fast to new customers who are just arrived at the restaurant, the fisrt responsability of the hospitality professional is to meet the customer, greet the customer and then warmely welcome the customer offering assistance as fast • calmness if a customer complains about her missing wallet in the restaurant, as a customer service professional make sure you stay relaxed and do not panic, do not show any worries but be equally concerned about the situation, inform respective repartment if the need raises Attributes Expected of Service Industry Personnel Situations Where Each Attributes Can be Applied • punctuality to be a hospitality professional you need to be fully aware of guest commitments either before serving food, during and after. In case of a delay inform the customer with realiable timelines with the actual reason of dealy along with the new aspected time of service • salesmanship if a customer enquires about the best selling dessert do not upsell the most expensive dish but do suggest the most preferred dessert to the customer. Ensure that you have sufficent and relavent knoledge partening to the dish Question 6 The Continent Hotel is a 4-star premiere hotel in Australia. Assume that you are a receptionist at the hotel. Some questions will require you to access and review the following documents in the link below:

regardless of whether it was within your control. Apologizing shows that you value the customer's experience. 5. Take Responsibility: If the issue is related to the hotel's services or staff, take responsibility for addressing it. Assure the customer that you will work to resolve the problem. 6. Offer Solutions: Propose solutions or options to resolve the issue. Ask the customer what they believe would be an acceptable solution and consider their input. 7. Escalate if Necessary: If the issue is beyond your authority or requires further attention, involve a manager or supervisor who can assist in resolving the problem. 8. Follow-Up: After implementing a solution, follow up with the customer to ensure they are satisfied with the resolution. This demonstrates your commitment to their satisfaction. 9. Document the Complaint: Record the details of the customer's complaint in the hotel's system. Documenting complaints can help identify patterns and prevent similar issues in the future. 10. Learn and Improve: Use customer feedback, including complaints, as an opportunity to learn and improve. Share feedback with relevant staff and departments to prevent recurrence. Remember that addressing customer complaints professionally and promptly can turn a negative experience into a positive one, potentially earning the customer's loyalty and trust. Access the Complaints Handling Policies and Procedures provided to answer the question below. • Outline the six steps you must follow when responding to the customer’s complaint. • Active Listening: Pay close attention to the customer's communication, even if it's in fragments. Make eye contact, nod, and use verbal cues to show you are listening, such as saying, "I'm here to assist you." • Speak Clearly and Slowly: Adjust your communication style by speaking clearly and slowly, using simple and concise sentences. Avoid using complex language or idiomatic expressions that the customer may find difficult to understand. • Ask Clarifying Questions: Politely ask open-ended questions to gather more information about the customer's needs or concerns. Use phrases like, "Could you please provide more details?" or "What specific assistance do you require?" • Use Visual Aids: If appropriate, use visual aids or written information to supplement your verbal communication. This can include maps, brochures, or simple drawings to illustrate points. • Offer Multiple Communication Options: Recognize that not all

facilities available. • Greeting response time Greet guests promptly upon their arrival. As they enter your establishment, make eye contact, offer a welcoming smile, and use a polite greeting. Responding quickly to their presence helps create a positive first impression. • Welcoming guests When welcoming guests, do so with enthusiasm and a genuine desire to make them feel comfortable and valued. Offer assistance with luggage or directions if needed. Provide clear information about check-in procedures and any relevant details about their stay. • Thanking guests Express gratitude to guests for choosing your establishment. Thank them for their patronage when they check out or leave your premises. Show appreciation for their visit, and invite them to return in the future. Question 9 Access the Complaints Handling Policies and Procedures found in the link below: Complaints Handling Policies and Procedures https://thecontinenthotel.precisiongroup.com.au/resources/policies-and- procedures/customer-service/ Answer the questions that follow on policies and procedures for handling complaints and disputes of customers. Access the Handling Complaints section of Complaints Handling Policies and Procedures provided to answer the question below. • Identify the policy statement for handling complaints. C omplaint Handling Policy Statement: We are committed to providing the

highest level of service to our valued customers. We understand that, occasionally, issues or concerns may arise. Our Complaint Handling Policy is designed to address and resolve these concerns in a fair, efficient, and courteous manner. We consider all feedback, whether positive or negative, as an opportunity to improve our services and exceed customer expectations. Our dedicated team is here to listen, investigate, and respond to your complaints promptly and professionally. We are committed to finding satisfactory solutions, maintaining transparency throughout the process, and ensuring your continued satisfaction with our services." The actual policy statement may vary depending on the organization and its specific approach to handling complaints. However, the essence is to emphasize a customer-centric approach, responsiveness, and a commitment to resolving issues to maintain customer trust and loyalty. Access the Responding to Complaints section of Complaints Handling Policies and Procedures provided to answer the question below. • Outline the steps to follow when responding to customer complaints. 1. Listen Actively: Give your full attention to the customer, allowing them to express their concern without interruption. Show empathy and understanding of their situation. 2. Acknowledge the Complaint: Begin your response by acknowledging the customer's complaint. This shows that you take their concern seriously and are ready to address it. 3. Apologize Sincerely: Offer a sincere apology for any inconvenience or frustration the customer may have experienced. Even if the issue wasn't directly your fault, expressing regret for their negative experience is important. 4. Gather Information: Ask the customer for more details about the issue. This helps you better understand the problem and gather relevant information to resolve it. 5. Investigate: Once you have the necessary information, investigate the complaint thoroughly. Identify what went wrong and why. 6. Offer a Solution: Propose a solution to the customer's problem. Make sure the solution is feasible, realistic, and tailored to their specific situation. If possible, offer alternatives. 7. Take Action: Implement the agreed-upon solution promptly. Ensure that any necessary adjustments or corrections are made. 8. Follow Up: After the resolution, follow up with the customer to ensure that they are satisfied with the outcome. This step demonstrates your commitment to their satisfaction. 9. Document the Complaint: Keep records of the complaint, including details of the issue, actions taken, and the resolution. This documentation can be valuable for tracking trends and improving processes. 10. Learn and Improve: Use customer feedback from complaints as an opportunity to learn and improve your products, services, or processes. Identify patterns or recurring issues to prevent similar problems in the future. 11. Train Staff: If the complaint highlights a training or communication gap among your staff, take the necessary steps to address it. Training and ongoing education can prevent future issues. 12. Monitor Trends: Continuously monitor customer complaints and feedback to identify any emerging trends or recurring problems. Proactively address these issues to prevent them from becoming widespread.

Remember, the goal in responding to customer complaints is not just to resolve the immediate issue but also to build trust, maintain customer loyalty, and continuously improve your products or services. Access the Staff Training on Dispute Management and Resolution section of the Complaints Handling Policies and Procedures provided to answer the question below. • Identify the policy statement for dispute management and resolution. Key principles of our dispute management and resolution policy include: 1. Accessibility: We ensure that our dispute resolution process is easily accessible to all customers. We provide clear contact information and guidance on how to report disputes. 2. Fairness: Our approach to dispute resolution is impartial and based on a fair assessment of the facts and circumstances. We do not discriminate and treat all customers equally. 3. Timeliness: We strive to resolve disputes as quickly as possible. We commit to acknowledging receipt of a dispute promptly and providing regular updates on the progress of its resolution. 4. Empathy: We understand that disputes can be frustrating. Our staff is trained to approach disputes with empathy, actively listening to our customers' concerns. 5. Transparency: We maintain transparency throughout the dispute resolution process. Customers are informed of the steps being taken, the expected timeline, and the potential outcomes. 6. Continuous Improvement: We use insights gained from the resolution of disputes to identify areas for improvement in our products, services, and processes. This helps us prevent similar issues in the future. 7. Legal Compliance: We comply with all relevant laws and regulations governing dispute resolution in our industry. Our ultimate goal is to turn a dissatisfied customer into a loyal advocate by resolving disputes to their satisfaction. We value our customers' feedback and use it to enhance our offerings and customer experience. If you have any concerns or disputes, please do not hesitate to contact our dedicated customer support team at [Contact Information]. We are here to assist you and work towards a resolution that meets your expectations." Please note that the specific content and wording of a dispute management and resolution policy statement may vary depending on the organization's industry, legal requirements, and internal policies. • Outline the guidelines to follow when handling disputes. 1. Listen Actively:  Begin by actively listening to the customer's complaint or concern.  Allow them to express themselves fully without interruption.  Show empathy and understanding to validate their feelings. 2. Stay Calm and Professional:  Maintain a calm and professional demeanor, even if the customer becomes emotional or upset.  Avoid becoming defensive or confrontational. 3. Acknowledge the Issue:  Acknowledge the customer's issue or complaint, ensuring they feel

heard and understood.  Use phrases like "I understand your concern" or "I'm sorry to hear about your experience." 4. Ask Clarifying Questions:  To better understand the problem, ask clarifying questions.  Seek specific details about the issue, such as when it occurred, what actions were taken, and the desired resolution. 5. Apologize When Appropriate:  If the dispute is due to a mistake or error on your part, offer a sincere apology.  Express regret for any inconvenience or frustration the customer has experienced. 6. Offer a Solution:  Work with the customer to find an acceptable solution to the problem.  Be flexible and open to negotiation, if necessary. 7. Follow Company Policies:  Ensure that your proposed resolution aligns with company policies and guidelines.  Avoid making promises that you cannot fulfill. 8. Document the Dispute:  Keep detailed records of the dispute, including the customer's complaint, your response, and any actions taken.  This documentation can be valuable for reference and analysis. 9. Set Clear Expectations:  Clearly communicate the steps that will be taken to resolve the dispute.  Provide a timeline for when the issue is expected to be resolved. 10. Follow Up:  After the resolution is implemented, follow up with the customer to ensure they are satisfied.  Ask for feedback to gauge their level of contentment. 11. Learn and Improve:  Use insights from resolved disputes to identify areas for improvement in products, services, or processes.  Implement changes to prevent similar issues in the future. 12. Escalate When Necessary:  If a resolution cannot be reached at your level, escalate the dispute to a higher authority or specialized team within your organization. 13. Maintain Confidentiality:  Respect the customer's privacy and keep their personal information confidential. 14. Legal Compliance:  Ensure that all dispute resolution processes comply with relevant laws and regulations. 15. Customer Education:  When appropriate, educate the customer on company policies, terms and conditions, or procedures to prevent future disputes. 16. Record Keeping:  Maintain accurate records of all disputes and their resolutions for reference and reporting purposes. By following these guidelines, you can address customer disputes effectively while maintaining a positive customer relationship. Remember that each dispute is an opportunity to improve customer satisfaction and loyalty.

Question 10 The Continent Hotel is a 4-star premiere hotel in Australia. Access the Loyalty Programs Policy and Procedures in The Continent Hotel Staff Handbook in the link below: The Continent Hotel Staff Handbook https://thecontinenthotel.precisiongroup.com.au/policies-and-procedures/human- resources Based on this document, complete the table below by: • Outlining two different loyalty programs available to customers • Identifying the procedure staff must follow for each program Loyalty Program Procedure to Follow for Each Loyalty Program • The rewards club is a free program based on points, customer receive one point for every dollar spent, can redeem points towards prices discounts, free drinks and free meals 1. Enrollment: Customers can enroll in the Rewards Club for free. 2. Earning Points: Members receive one point for every dollar spent on eligible purchases. 3. Point Accumulation: Accumulated points can be redeemed for various rewards, including price discounts, free drinks, and free meals. 4. Redemption Process: Members can redeem their points by notifying the staff during their visit and selecting their desired reward. 5. Point Tracking: The system should track and update members' points earned and redeemed. 6. Communication: Regularly communicate program updates, promotions, and special offers to Rewards Club members. 7. Customer Support: Provide assistance and information to members regarding the program, points balance, and redemption options. 8. Expiration Policy: Clearly communicate any policies regarding the expiration of points or rewards. • VIP club is a paid programe that costs 49 dollars per year to join. Customer that joins the VIP club receive a 10% discount on their bill for every visit plus a free meal on their 1. Enrollment: Customers can join the VIP Club by paying a yearly fee of $49. 2. Discount Benefit: VIP Club members are entitled to a 10% discount on their bill for every visit to the establishment. 3. Birthday Reward: Members receive a free meal on their birthday as an exclusive benefit.

birthday 4. Enrollment Process: Ensure a smooth enrollment process, including collecting the annual fee and recording member details. 5. Discount Application: Staff should apply the 10% discount to the bill when serving VIP Club members. 6. Birthday Recognition: Staff should acknowledge and provide the free birthday meal to eligible members on their special day. 7. Membership Renewal: Communicate the renewal process to members when their annual membership is about to expire. 8. Communication: Regularly update VIP Club members on their benefits, exclusive offers, and events. 9. Customer Support: Address inquiries, concerns, or issues related to VIP Club membership promptly and professionally. Question 11 The Continent Hotel is a 4-star premiere hotel in Australia. Access the following sections: • Customer Environment Policy and Procedures • Uniform Policy and Procedures • Promotional Material Policy and Procedures found in The Continent Hotel Staff Handbook in the link below: The Continent Hotel Staff Handbook https://thecontinenthotel.precisiongroup.com.au/policies-and-procedures/human- resources Answer the questions below on policies and procedures for presentation standards to maintain customer environment, customer service industry personnel and promotional materials. Access the Customer Environment Policy and Procedures section of The Continent Hotel Staff Handbook provided to answer the question below. • Outline the policy statement for the customer environment. Key Principles: 1. Cleanliness: We maintain a high standard of cleanliness and hygiene throughout our premises, including dining areas, restrooms, and common spaces. Regular cleaning schedules are in place to uphold these standards. 2. Comfort: Our seating arrangements are designed for comfort and convenience. We regularly inspect and maintain our

furniture to ensure it is in excellent condition for our guests. 3. Ambiance: We pay attention to lighting, décor, and background music to create a pleasant and inviting ambiance that complements the overall dining or leisure experience. 4. Accessibility: We strive to make our facilities accessible to all guests, including those with disabilities. We provide accessible entrances, seating, and facilities whenever possible. 5. Safety: The safety of our guests is a top priority. Adequate signage, emergency exits, and safety measures are in place, and our staff is trained to respond to any safety-related situations promptly. 6. Noise Level: We aim to maintain a comfortable noise level to allow for conversations without disturbances. We request cooperation from all guests in ensuring a peaceful atmosphere. 7. Respectful Conduct: We expect all guests to treat each other, our staff, and our premises with respect and courtesy. Disruptive or inappropriate behavior will not be tolerated. 8. Privacy: We respect the privacy of our guests and ensure that their personal information and conversations are kept confidential. 9. Feedback: We welcome feedback from our guests regarding their experience in our establishment. Your input helps us continually improve our customer environment. Compliance: All staff members are expected to be familiar with and adhere to the principles outlined in this policy statement. Our commitment to maintaining a positive customer environment is a shared responsibility among our team members. We appreciate your patronage and trust in [Your Establishment Name]. Our goal is to provide you with a memorable and enjoyable experience in a welcoming customer environment. This policy statement serves as a guideline for our operations and reflects our dedication to delivering exceptional service to our guests. • Outline the six steps for maintaining the customer environment. • Schedule regular cleaning routines for all areas of your establishment, including dining spaces, restrooms, and common areas. • Pay attention to the overall ambiance, including lighting, music, and decor. • Ensure that seating arrangements are comfortable and well-maintained. • Regularly assess and maintain accessibility features for guests with disabilities, including ramps, handrails, and

accessible restrooms. • Monitor noise levels to maintain a pleasant and peaceful atmosphere. • Set clear expectations for respectful guest behavior. Access the Uniform Policy and Procedures section of The Continent Hotel Staff Handbook provided on presentation standards on customer service industry personnel. • Outline the uniform policy statement that applies to all employees of The Continent Hotel. At The Continent Hotel, we uphold a professional and uniformed appearance standard for all our employees to maintain the highest level of service and professionalism. Our uniform policy is designed to ensure a consistent and polished appearance that aligns with our brand image and hospitality standards. Below are the key elements of our uniform policy: 1. Uniform Distribution and Maintenance:  All employees will receive their uniforms upon joining the hotel.  It is the responsibility of each employee to maintain their uniform's cleanliness and condition. Uniforms should be kept in good repair, and any damaged or worn-out items must be promptly reported for replacement. 2. Uniform Components:  The specific uniform components will vary by department and job role.  Employees will receive clear guidelines on which uniform items are required for their position, including attire, accessories, and footwear. 3. Grooming and Personal Hygiene:  Employees are expected to maintain a high standard of personal grooming and hygiene.  This includes clean and well-kempt hair, nails, and personal appearance.  Perfume, cologne, or scented products should be used sparingly to avoid overwhelming fragrances. 4. Wearing the Uniform:  Uniforms must be worn during working hours and while on hotel premises, including any off-site events or activities related to the job.  Uniforms should be neatly and correctly worn, with all components in place. 5. Name Badges and Identification:  All employees will be issued a name badge or identification that must be worn visibly at all times during working hours.  The name badge should include the employee's name and position.

6. Alterations and Repairs:  Employees are prohibited from making unauthorized alterations or modifications to their uniforms.  Any necessary alterations or repairs should be coordinated through the hotel's uniform department. 7. Uniform Return:  Upon leaving employment with The Continent Hotel, employees are required to return all issued uniforms and identification items. 8. Exceptional Circumstances:  Requests for exceptions to the uniform policy due to cultural or religious reasons will be considered on a case-by-case basis, with a focus on maintaining a professional appearance and adhering to safety standards. 9. Feedback and Concerns:  Employees are encouraged to provide feedback or report any concerns related to uniforms through the appropriate channels, such as their department manager or human resources. Our uniform policy is a reflection of our commitment to delivering outstanding service to our guests. By adhering to these guidelines, employees contribute to a positive and consistent guest experience while upholding the standards of The Continent Hotel. • Complete the table below by outlining uniform procedures that must be followed by each of the given customer service industry personnel. Customer Service Industry Personnel Uniform Procedures for Each Customer Service Industry Personnel Front of the House  Front of the house personnel, including hosts, servers, bartenders, and concierge staff, are required to wear the prescribed uniform provided by the hotel.  Uniform components must be clean, properly fitted, and in good condition.  Name badges with the employee's name and position must be worn visibly.  Footwear should be clean, in good repair, and appropriate for the position.  Personal grooming and

hygiene standards must be adhered to, including neat hair, clean nails, and minimal use of fragrances. Back of the House  Back of the house personnel, such as chefs, kitchen staff, and maintenance workers, must wear the designated uniform that ensures safety and cleanliness.  Chef coats, aprons, and hats should be worn as required for food safety and hygiene.  Non-slip, closed-toe shoes are mandatory in kitchen areas.  Personal protective equipment (PPE), such as gloves, goggles, or ear protection, must be worn when handling specific tasks or equipment. Access the Promotional Material Policy and Procedures section of The Continent Hotel Staff Handbook provided to answer the questions below. • Identify what must be done prior to using all documents within The Continent Hotel Prior to using all documents within The Continent Hotel, it is essential to ensure that they are up-to-date, accurate, and relevant to the specific task or purpose for which they are intended. This includes: 1. Document Review : Review all documents, whether they are related to hotel policies, procedures, customer service guidelines, or any other aspect of hotel operations. Ensure that they reflect the most current and accurate information. 2. Version Control : Verify that you are using the latest version of each document. Outdated documents can lead to errors and inconsistencies in hotel operations. 3. Document Access : Ensure that authorized personnel have access to the necessary documents. This may involve setting up secure access controls to protect sensitive information. 4. Compliance Check : Confirm that all documents adhere to legal and regulatory requirements, such as safety, health, and labor laws. Any non-compliant documents should be updated or revised accordingly.

5. Training and Awareness : Ensure that relevant staff members are aware of and trained on the contents of the documents. This is crucial for ensuring that hotel policies and procedures are consistently followed. 6. Document Storage and Retrieval : Establish an organized system for storing and retrieving documents, whether in physical or digital format. This makes it easy to locate and reference documents when needed. 7. Document Maintenance : Implement a regular review and update schedule for documents to keep them current. This can involve designated personnel responsible for document management. By following these steps, The Continent Hotel can maintain a well-organized and up-to-date document system that supports efficient operations and compliance with standards and regulations. • Outline the four guidelines that apply to all marketing materials. • Consistency: Maintain a consistent brand identity across all marketing materials. This includes using the same logo, color scheme, fonts, and messaging. Consistency helps in building brand recognition and trust among customers • Clarity: Ensure that marketing materials convey the intended message clearly and concisely. Avoid jargon or complex language that may confuse the audience. Use visuals, headlines, and text that are easy to understand. • Relevance : Tailor marketing materials to the specific audience and purpose. Consider the needs and interests of the target demographic. A relevant message is more likely to resonate with the audience and generate a response. • Compliance : Ensure that all marketing materials adhere to legal and ethical standards. Avoid false or misleading claims, and respect copyright and privacy laws. Compliance with regulations helps avoid legal issues and maintains the hotel's reputation. Question 12 The Continent Hotel is a 4-star premiere hotel in Australia. Access the following sections of The Continent Hotel Staff Handbook found in the link below: • Pricing Policy and Procedures

• Refunds and Cancellations Policy and Procedures • Quality Policy and Procedures The Continent Hotel Staff Handbook https://thecontinenthotel.precisiongroup.com.au/policies-and- procedures/human-resources Complete the table below by identifying the following for each area of customer service: • Policy statements • Procedures Area of Customer Service Policy Statement for Each Area of Customer Service Procedures for Each Area of Customer Service • Pricing guarantees All employees must enforce the prices of the menu as listed on the menu card unless otherwise approved by the management. Staff are authorized to ensure that menu prices are consistently adhered to. If there are any deviations or exceptions to pricing, they must be approved by the management. • Refunds and cancellation If a product or service does not meet the standard expected by a customer, they are entitled to a full refund or replacement. All employees must follow the refunds and cancellation policy procedures outlined in the organization's manual. These procedures cover how to handle refund requests and cancellations in a consistent and fair manner. • Product quality and service guarantees The policy ensures that customers receive high-quality products and services, and any guarantees made to customers regarding quality and service will be upheld. Specific procedures related to maintaining and delivering high product quality and service standards should be outlined in the organization's manual. These procedures cover how employees should ensure and maintain the promised quality and service levels. Question 13 Access the Professional Development Policy and Procedures in The Continent Hotel Staff Handbook in the link below: The Continent Hotel Staff Handbook https://thecontinenthotel.precisiongroup.com.au/policies-and-procedures/human- resources Answer the questions below about training staff for customer service and complaint

handling. • Identify the policy that all employees must follow on compulsory training. The policy that all employees must follow on compulsory training is to participate in and complete all required training programs and courses as outlined by the organization. • Outline the procedures for training staff on each of the following: • Customer service • Complaint handling Area of Professional Development Procedures on Each Area of Professional Development • Customer Service 1. Orientation: New employees undergo an orientation program that includes an introduction to the hotel's customer service standards, values, and policies. 2. On-the-Job Training: Staff members receive hands-on training while working alongside experienced team members. They learn to interact with guests, handle inquiries, and provide exceptional service. 3. Customer Service Workshops: Periodic workshops and seminars are conducted to enhance customer service skills. These workshops cover topics such as communication, conflict resolution, and guest satisfaction. 4. Role-Playing: Staff engage in role-playing exercises to simulate real customer interactions and practice delivering top-notch service. 5. Guest Feedback: Regularly review guest feedback and address any issues or concerns raised, turning them into opportunities for improvement. • Complaint Handling Procedures for training staff on complaint handling: 1. Policy Review: Staff members are familiarized with the hotel's complaint handling policy and procedures during their

orientation. 2. Mock Scenarios: Employees participate in mock complaint scenarios to learn how to listen actively, empathize with guests, and resolve issues effectively. 3. De-Escalation Techniques: Training includes techniques for de-escalating tense situations and handling upset or dissatisfied guests professionally. 4. Chain of Command: Staff are educated about the chain of command for escalating complaints, ensuring that they reach the appropriate department or manager. 5. Case Studies: Analyze real-life case studies of past complaints and their resolutions to learn from previous experiences. 6. Continuous Improvement: Regular training and feedback sessions are held to continually improve complaint handling skills and procedures. These procedures ensure that staff members are well-equipped to provide exceptional customer service and handle complaints effectively. Question 14 The Continent Hotel is a 4-star premiere hotel in Australia. Access your workplace’s policies and procedures on empowering different levels of personnel to resolve each of the following: • Complaints • Disputes • Services Issues • Customer Compensation Empowering means providing the employees sufficient opportunity, authority and resources to perform their roles. Different levels of personnel refer to the chain of command in the customer service. From the top, the chain of command goes from managers, followed by supervisors, and finally the frontline staff. Complete the table below by outlining the following for each level of personnel: • Policy statement • Procedures

• Resolving Complaints Policy Statement: Reservation Process Procedures: Step 1: Finding a hotel and selecting a room and rate. Step 2: Selecting, where applicable, one or more supplementary services (applies to the Website only). Step 3: Checking the reservation details, total price and applicable terms and conditions of sale, and making any necessary changes to the selection (room, rate, supplementary services), in the case of online reservations only. Step 4: Completing the customer’s details. Step 5: Entering credit card details in the case of guarantee request or prepayment. Step 6: Consulting and accepting the terms and conditions of sale and the conditions of sale for the rate reserved before confirming the reservation. Step 7: Customer Reservation confirmation. • Resolving Service Issues Policy Statement: Charges Procedures: The prices displayed on the Websites are an average per night per person until a rate is selected. Any meals, service or VAT (at the prevailing rate) are included only if specified. A minimum length of stay, deposit, cancellation charge and other conditions may apply to certain rates, as specified. Once a rate is selected on the Websites, the total for your requested stay shall be displayed on the reservation summary. Prices shall be charged in the local currency of the Hotel and any currency conversion facility is provided as an approximation tool only, please refer to the Currency Disclaimer for more details. • Resolving Disputes Policy Statement: Cancellation Policy and No Shows Procedures: The cancellation policy varies according to the rate that is booked.

Please refer to the individual full rate descriptions given at booking. Reservations with prepayment cannot be changed and/or canceled in any way, and sums paid in advance as a deposit cannot be refunded. This is indicated in the conditions of sale for the rate. Changes to reservations can be made directly with the hotel, whose telephone numbers are stated on the reservation confirmation sent by email. If the stay is terminated early by the customer, the full agreed price will be paid. In the case of reservation with prepayment, no refund will be made for this reason. Unless expressly stated otherwise, customers must vacate their room before midday on the final day of the reservation. Failing this, an additional night will be charged. Reservations are personal and can in no case be transferred to a third party, whether free, at a cost, or for commercial purposes. • Resolving Customer Compensation Policy Statement: Guest Behaviour Procedures: Guests are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff. We reserve the right to refuse accomodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.

Question 15 Answer the questions below regarding different types of equipment to consider when selecting a mode of communication. • Complete the table below by: • Briefly explaining how each listed type of assistive technology is used to aid persons with disabilities • Identifying at least one example of a situation where you can use each type of assistive technology in customer service Types of Assistive Technology How Each Assistive Technology is Used to Aid Persons with Disabilities Example Situation of How Each Type of Assistive Technology is Used in Customer Service • Text to speech TS technology converts written text into spoken words, helping individuals with visual impairments, dyslexia, or other reading disabilities access written information audibly. In a hotel, a visually impaired guest can use a TTS application on their smartphone to read printed materials like restaurant menus, brochures, or room service menus. • Documents in braille Braille documents provide tactile reading for individuals with visual impairments. They use raised dots to represent letters and words. A blind guest at a hotel can use Braille room labels or information cards to identify their room, restroom signs, and important instructions like emergency exit routes. • Complete the table below by: • Briefly explaining how each listed type of two-way communication equipment is used to provide customer service • Identifying at least one example of a situation where you can use each type of two-way communication equipment in customer service. Types of Two- way Communication Equipment How Each Equipment is Used in Providing Customer Service Example Situation of How Each Equipment is Used in Customer Service • Telephone Telephones are used for real-time voice communication. They allow customers to make inquiries, A hotel guest can use the telephone in their room to call the front desk for room

reservations, requests, and receive assistance from customer service representatives . service, ask questions about hotel amenities, or report an issue with their room. • Intercom system Intercom systems are used for internal communication within a facility. They are often installed in hotels, hospitals, and other large buildings to facilitate communication between staff members and provide assistance to guests. In a hotel, a guest can use the room's intercom system to contact the front desk for information or assistance without having to leave their room. Likewise, hotel staff can use the intercom to communicate with housekeeping or maintenance teams for guest requests. Question 16 Complete the table below regarding different types of interpreters to consider when selecting a mode of communication: • Briefly explain how each type of interpreter is used to aid in providing customer service • Identify at least one example of a situation where the interpreter is most suitable to be used to provide service to customer with specific languae and cultural needs. Types of Interpreters How Each Type of Interpreter is Used to Provide Customer Service Example Situation Each Type of Interpreter is Most Suitable in Customer Service • Language interpreter A language interpreter is someone who assists in translating spoken or written communication from one language to another. They facilitate effective communication between individuals who speak different languages. In a hotel, if a non-English speaking guest has questions about their reservation or specific dietary preferences, a language interpreter can be used to bridge the language gap between the guest and the hotel staff. This ensures accurate communication and a positive guest experience. • Cultural interpreter A cultural interpreter helps in navigating cultural differences and norms to ensure respectful and culturally appropriate communication. They provide insights into the When serving Indigenous Australian guests, a cultural interpreter can help hotel staff understand and respect cultural protocols, such as appropriate greetings or

cultural context of communication. handling traditional artifacts. This ensures that the guest's cultural needs are met with sensitivity and respect. Question 17 Complete the table about feedback methods: • Describing how each method can be used to collect data • Identifying an example of feedback you can collect from customers using each method. Feedback Method How the Method is Used to Collect Data Example of Feedback Collected from the Method • Survey Surveys are structured questionnaires or forms that customers can fill out. They are often used to gather quantitative data by asking specific questions about various aspects of the customer experience. Using a survey, you can collect feedback on customer satisfaction by asking customers to rate their overall experience on a scale from 1 to 5, with 5 being highly satisfied. • Interviews Interviews involve one-on-one conversations with customers. They can be structured with a set of predetermined questions or unstructured to allow for open-ended responses. During an interview, you can ask customers about their specific experiences, such as what they liked most about their stay at the hotel and if there are any areas for improvement. • Structured questionin g Structured questioning involves asking customers a series of standardized, closed- ended questions. These questions typically have predefined answer choices. Using structured questioning, you can ask customers if they found the check-in process efficient and provide options like "Yes," "No," or "Neutral" for responses. • Observatio n Observation involves directly observing customer behavior, interactions, and preferences without direct questioning. It can be used to gather data on non-verbal cues and actions . Through observation, you may notice that customers often spend more time in the hotel lobby when there is live music, indicating that this entertainment adds value to their experience. • Casual Casual discussions involve informal During a casual discussion with a customer at a hotel,

discussion conversations with customers during their visit or stay. These conversations can occur naturally as part of customer interactions or initiated by staff to gather feedback in a relaxed manner. the customer might mention that they had difficulty finding parking. This feedback can inform the hotel's management about a potential issue with parking arrangements Question 18 Complete the table below by: • Describing how each communication technique is used to provide customer service • Identifying an example of a situation where each communication technique is used when providing customer service Communication Technique How Each Communication Technique is Used Situation Where Each Technique is Used • Active listening Active listening involves fully focusing on and understanding what the customer is saying without interrupting. It shows respect and empathy for the customer's concerns. In a restaurant, a customer expresses dissatisfaction with their meal due to it being too salty. The server actively listens, nods to acknowledge the concern, and asks open-ended questions to understand the issue fully. • Making clarification Making clarification involves seeking additional information or details to ensure clear understanding when a customer's message is unclear or ambiguous. A hotel guest mentions an issue with their room's temperature control but doesn't provide specific details. The staff member asks, "Could you please clarify whether the room is too hot or too cold?" • Appropriate response An appropriate response involves providing a suitable and effective reply or solution to the customer's inquiry or issue. A customer inquires about vegetarian menu options at a café. The staff member offers a clear and concise list of vegetarian dishes available, addressing the customer's dietary preferences.

Question 19 Read the scenarios below. Some questions will require you to access Customer Service Standards Policy and Procedures in the link below: Customer Service Standards Policy and Procedures https://thecontinenthotel.precisiongroup.com.au/resources/policies-and- procedures/customer-service/ Answer the questions below on techniques and equipment to communicate with customers. Scenario 1 You are a front desk associate at The Continent Hotel. There will be a seminar on public health and safety in one of the hotel event halls. Your manager instructed you to contact at least 30 participants of the seminar. You send an email to inform them of the time, location, event name and purpose of the event. In sending an email, you use the compose pane. You send invites to multiple participants in one click. • Briefly explain why email is the most appropriate communication equipment to use in the scenario. Email is the most appropriate communication equipment in this scenario for several reasons: 1. Efficiency: Email allows the front desk associate to contact multiple participants with a single click, making it efficient for reaching a large number of people simultaneously. 2. Written Documentation: Emails provide a written record of the information sent, including event details, which can serve as a reference for both the sender and the recipients. 3. Accessibility: Most people have email accounts and regularly check their emails, making it a reliable way to reach participants. 4. Convenience: Email allows for easy dissemination of important details such as time, location, event name, and purpose, which can be reviewed by recipients at their convenience. 5. Cost-Effective: Sending emails is cost-effective compared to other communication methods like printed invitations or phone calls. 6. Customization: The email allows for customization with details relevant to each recipient while still sending a mass message, ensuring that participants receive pertinent information. Overall, email is a practical and efficient tool for communicating event details to a large group of participants in a professional and organized manner. • Identify the feature used to create the email. The feature used to create the email in this scenario is the "Compose" pane, which is typically a part of email client software or services. It allows the user to draft, format, and send emails to one or more recipients. Access the Engaging With Customers or Guests of the Customer Service Policy and Procedures to answer the question below. • Outline the four email conventions a work email must include.

• Subject Line: A clear and concise subject line that briefly describes the content or purpose of the email. This helps the recipient understand what the email is about at a glance. • Salutation: A polite and appropriate greeting at the beginning of the email, which may include the recipient's name if known. Common salutations include "Dear [Name]," "Hello [Name]," or simply "Hi." • Body Text: The main content of the email, which should be well- structured, coherent, and free from spelling or grammatical errors. It should convey the message or information clearly and professionally. • Closing: A courteous closing phrase, such as "Sincerely," "Best regards," or "Yours faithfully," followed by the sender's name. This provides a professional and respectful conclusion to the email. Scenario 2 A loyal customer has filed a complaint regarding the bathroom in his hotel suite. He mentions that the water heater in the faucet is malfunctioning. Your manager instructed you to transfer him to another hotel room. As a final reminder, you manager reminds you that he is a valuable customer and you must return his call immediately and personally. As a front desk associate, you reviewed the organisation’s handbook regarding procedures on handling customer calls. You also need to use Call Return to automatically call back the customer and respond to his complaint. • Briefly explain why telephone is the most appropriate communication equipment to use in the scenario. The telephone is the most appropriate communication equipment in this scenario because it allows for immediate and direct communication with the customer. It ensures a personal and prompt response, which is essential when addressing a valuable customer's complaint. Additionally, the use of Call Return facilitates efficient callback, demonstrating the hotel's commitment to resolving the issue promptly and ensuring customer satisfaction. • Identify the telephone feature that needs to be used in the scenario. The telephone feature that needs to be used in this scenario is "Call Return" to automatically call back the customer who filed the complaint and respond to their concerns promptly. Access the Engaging With Customers or Guests of the Customer Service Policy and Procedures to answer the question below. • Outline the three things that you need to state once the customer answers the call.

• Your name: Identify yourself by stating your name, introducing yourself as a representative of the hotel. • Purpose of the call: Clearly mention that you are calling in response to their complaint regarding the malfunctioning water heater in their hotel suite's bathroom. • Resolution: Inform the customer that you have arranged for them to be transferred to another hotel room to address the issue, ensuring their comfort and satisfaction.