SITXCCS008 Assignemnt 01

Student Name: Student Id: Unit Details: SITXCCS008 Develop and manage quality service practices Assessment 1: Project- Develop quality service practices Assessment 2: Project- Manage delivery of quality service Assessment 3: Written question Assessment 1 SITXCCS008 Develop and manage quality customer service practices

Develop quality customer service practices

Part A- Formal and informal research In this part of this assessment you will be required to use both informal and formal research to obtain information on the specific customer needs, expectations and satisfaction levels for at least three (3) different rated hospitality businesses of your choice. This means three (3) hospitality business’s each with a different star rating. Information source Star rating Type of business Customer needs Customer expectations Customer satisfaction levels Online Journals 4.5 Rating out of 5 star 28 Degrees Byron Bay – guest Hosted Accommodatio n Comfortable and Relaxed environment, convenient location, accurate information and fair pricing of products and services Professionally served for security and privacy, courtesy with reliable service Rated 9.5 out of 10. Exceptional and remarkable Online Journals 3.5 star rating Aalbany Motel – A motel Parking area, spacious rooms and relaxed environment Courteous reception, reliable information security and maintenance of privacy Very good measured at 8.8 out of 10 Online Journal 2.5 star rating Ipswich caravan village – people park Pleasant Scenery, Availability of tourists attraction features, social facilities relaxed Availability of wildlife, natural features, good parking space, provided accommodation, rooms are personalized Measured as good at 7.5 rating Part B- Formal and informal research From Part A, select one of the hospitality businesses that you have researched and develop customer service policies and procedures for at least three (3) different areas of the business that meet industry standards. We have provided an example of what a “Customer complaint policy and procedure” may look like. Use this example as a blueprint for the three (3) that you are going to develop.  Staff professionalism and personal presentation policy and procedure  Wedding function policy and procedure  Customer complaint policy and procedure  Meet and greet policy and procedure  Coffee service standards policy and procedure

Golden Vine Hotel Customer Complaint policy Policy Statement The Golden Vine Hotel believes that if a service user wishes to make a complaint or register a concern they should find it easy to do so. It is the establishment’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better quality customer service. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously. The Golden Vine Hotel in its entirety believes that failure to listen to or acknowledge complaints from customers will lead to an aggravation of problems, customer dissatisfaction and possible litigation. The Golden Vine Hotel supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted on the spot. If this fails due to either the hotel or the complainant being dissatisfied with the result the complaint will be referred to the General Manager. Aim The aim of the Golden Vine Hotel is to ensure that its complaints procedure is properly and effectively implemented, and that all its customers feel confident that their complaints and concerns are listened to and acted upon promptly and fairly. Goals The goals of the hotel are to ensure that:  customers are aware of how to complain, and their opportunities to register their complaints  a named person will be responsible for the administration of the procedure  every written complaint is acknowledged within two working days  investigations into written complaints are held within 28 days  all complaints are responded to in writing personally by departmental heads  complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both staff and customers Complaints Procedure Oral Complaints  All oral complaints, no matter how seemingly unimportant, should be taken seriously.  There is nothing to be gained by staff adopting a defensive or aggressive attitude.  Front of house staff who receive an oral complaint should seek to solve the problem immediately if possible.  If staff cannot solve the problem immediately, they should offer to get the departmental manager to deal with the problem.  All contact with the complainant should be polite, courteous and sympathetic.

Male Female Navy Blue jacket Navy blue jacket Navy blue trousers Navy Blue skirts White shirt White blouses Long sleeve corporate jumper Navy Pantyhose Name badge Black shoes (not heels) Grey socks Navy blue head band or hair clip Belt Name badge Corporate tie o Food and beverage uniform Male Female Charcoal trousers Charcoal skirts Light blue shirts Light blue blouses Black waiter’s vest Black waiter’s vest Name badge Name badge Black shoes Black shoes Grey socks Grey socks Waiters’ friend Waiters’ friend Black belt Black belt o Cookery uniform  Chef’s jacket and white buttons  Black and white checker trousers  Dark, navy-blue neckerchief  White knee length apron  Black non-slip protective shoes  Black full-length socks  Name badge  Hairnet and white chef’s hat o Changes to policy  Any change must be communicated in advance and affected staff and stakeholders II. 28 Degrees Byron Bay Customer complaint policy and procedure Policy Statement: the company believe the first impression given by the guests is very significant to overall perception of the guests. The policy is well developed to meet the requirements of the standards of customer service which includes approaches of all staff members and meet and greet guests with smile , keeping eye contact and includes body posture as well Procedure:  Ladies must be given priority and greeted first  Ask for reservation in a polite way

o And any reservation availability, need to check the reservation book and confirm to them and make a reservation is the client do not have  Request for any need of special needs for them if they need  Lead them to the reservation/ table by walking in front of them  Do not walk fast but maintain their phase  Courteously pull chairs  Assist children to get seated  Inform the clients that server has been informed about their presence  Always be friendly and polite  Talk clearly with a smile III. 28 Degrees Byron Bay Customer complaint policy and procedure: Policy statement: the company has its own way that allows the customer to raise to register the complaint in their way. The complaints are provided with an opportunity to investigate and enhance their customer service. This ensures complaints are dealt with accuracy and efficiency. Objective: the main aim of the policy is to determine the complaints are dealt with effective and efficient way that makes customer feel satisfied that their concerns are taken into consideration justly. Goals:  Determine that a certain person is responsible for executing procedure  Ensure awareness to the customers about the complaint procedure  To enhance the addressing of registered complaints within 03 days maximum  Ensure all complaints are handled fairly and the regards to the consequences to the company and the customers as well Complaint procedure: 1) Oral complaints  Document all complaints for further action  Oral complaints must be given highest priority  Staff must be respectful and polite  Staff must not lay blame on another staff  Direct complaints to the certain person must be transferred if it is unable to handle 2) Written complaints  Document all complaints fir further action and directed to complaint’s personnel  Complaint must be given with acknowledgement indicating that complaint has been received  Complaint procedure must be informed to the client  Serious complaints must be taken into legal actions Training The below issues have been raised ;  Dealing and responding to complaints

Using your current workplace or one that you are familiar with, think about three (3) quality service practices. In a 150-word minimum report explain the following: What where the three (3) quality service practices that you identified?  Recruit right people at the right time and treat them effectively  Collect data constantly as it will generate power and decision making  Most important thing is first impression Explain how you evaluated these practices against the quality service expectations. I will develop customer surveys which includes certain questions regarding lifestyle, occupations, interests, expectations on service delivery, and requesting suggestion for the improvement of the business. I will issue this survey towards number of customers analysing them I will conduct the evaluation. What were the failings that you identified, for example the service gaps? The services rendered has not met the customer expectations Survey responses has not up to the standards by the customer The receipt machine breaks down leading to create manual receipts Part E- Quality Management Plan Using the Quality Management Plan template below, integrate your findings and attach as part of your part E assessment.  Integrate findings into Quality service management plan  Identify the three (3) largest service gaps and develop one (1) policies and procedures for each of the three (3). So that will be a total of three (3) quality service policies and procedures. Sample Quality Service Management Plan Quality Planning Quality control Quality Assurance Quality Improvement PLAN DO CHECK ACT What is done Not collecting data from the customer and failure to document the feedback Data collection mechanism to be implemented which allows the data to be collected from clients and Should allow for ratings which will be easier to measure monitor the service delivery Installation of CRM and training staff to maximize the customer expectations.

capture feedback from them When it is done Raining must be regular on the emerging trends and issues in terms of technology and customer needs All operations must be documented allowing to review in which specific areas must be looked into. Some policies need re- work in order to meet the customer needs Effective feedback mechanism that is implemented is very useful Any organization must be ready to any changes and that must be advised to the employees. Part E- Quality Management Plan Using a PowerPoint presentation demonstrate how you will implement each policy and procedure over four (4) service periods. Breakfast/ Lunch/ Dinner and Function. For example, if you identified that customers were not being attended to within the designated time frame, explain how you will make sure this happens during a breakfast service, a lunch service, dinner service and a function. Make sure that you have added slides to your presentation that explain the following:  The internal and external changes that affect the quality service practice at your workplace  The importance of reviewing quality service practice policies and procedures and how you plan to do this.