1Student Name, Student Number, SITXCCS008, 007, 005 - TASK 2

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Glendale High School *

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Nov 24, 2024

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SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: Assessment Task 2 – Project Instructions to students : T ASK SUMMARY For this task you are required to complete a template to demonstrate the knowledge required for this topic in relation to the hospitality industry and Marino Enterprises (Simulated Workplace Environment .( W HAT NEEDS TO BE SUBMITTED ? ▪ Completed template with all parts filled in . ▪ Customer service standards of Marino Enterprises (Simulated Workplace Environment) or another Australian hospitality organisation . ▪ Q10 and Q15 supplementary information I NSTRUCTIONS This task requires you to answer questions related to the Australian hospitality industry and Marino Enterprises by filling in the template provided. Some questions are general industry related questions and some will be specific to Marino Enterprises. Copy this template into another Microsoft Word (or similar) document and adjust the rows as necessary. Ensure you complete all parts of the template . You may need to find out additional information by undertaking research on the hospitality industry in Australia. Ensure you have access to customer service policies and procedures and codes of practice that are industry relevant from the Marino Enterprises Handbook and research in order to answer specific questions. You will not be asked to include copies of these policies and procedures, however you will need to reference them in your answers . Policies, procedures and codes of practice need to include : ▪ Customer service standards ▪ Designated response times ▪ Presentation standards ▪ Customer surveys and feedback collection ▪ Recording and reporting customer feedback . 1 . What main products and/or services does the industry in which Champions sports bar operates provide ? This business is a hotel that offer reasonable up-to-date convenience close to the air terminal with the caf é in that gives menu, dinning . The convenience business gives different facilities to the clients including dinning, and overnight boarding house . Provides starters, mains, deserts, snacks, alcoholic drinks, non-alcoholic drinks and services . 1 . What are some of the professional service standards and protocols that are followed by the personnel in this industry? Print a copy of the service standards of Champion sports bar or another hospitality business and attach with this assessment task. Outline how service standards are generally made available to customers in this industry .

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: The Professional Service Standard defines 14 major criteria of service quality standards required to operate a successful professional service operation. The outcome is a framework representing over 100 major service factors used to determine the overall effectiveness of professional service operations . - welcome guest with smile and friendly behaviour - ensure everything is comfortable - provide the water and menu on table when arrive - provide complimentary items first - give time to customers to have a look on menu - place the order immediately in the kitchen - served the food quickly when ready - refill the beverages if empty - ask the customers for dessert ? http://instituteofcustomerservice.com/resources/setting-customer-service-standards / 1 . Describe the attitudes and attributes that are expected of employees in a 5 star hotel . Attitude : a. Respect for others b. Infectious Enthusiasm About Life c. Commitment to the job d. Helpfulness with others Attributes : a. Leadership Skills . b. Organizational Skills . c. Excellent Written and Verbal Communication d. Intelligence . e. Active Listening Skills . f. Honesty, Ambition and a Strong Work Ethic 1 . Describe some of the different customer service needs and expectations of customers in a 5 star hotel .

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: Product Needs 1 . Functionality Customers need your product or service to function the way they need in order to solve their problem or desire . 2 . Price Customers have unique budgets with which they can purchase a product or service . 3 . Convenience Your product or service needs to be a convenient solution to the function your customers are trying to meet . 4 . Design Along the lines of experience, the product or service needs a slick design to make it relatively easy and intuitive to use . 5 . Reliability The product or service needs to reliably function as advertised every time the customer wants to use it . 6 . Efficiency The product or service needs to be efficient for the customer by streamlining an otherwise time-consuming process . Customer expectations 1 . Empathy When your customers get in touch with customer service, they want empathy and understanding from the people assisting them . 2 . Fairness From pricing to terms of service to contract length, customers expect fairness from a company . 3 . Transparency 1 . What customer loyalty programs are used in a bar or restaurant? Describe how two of these loyalty programs work and outline how policies and procedures may ensure consistent implementation . Point Program: The point program is the most common program around the commerce world as it is the simplest one. It is based on one simple principle: Spend more to get more. These points are translated into some type of reward. Whether it is a discount or a special customer treatment, customers seem to work toward collecting a certain number of points to redeem their reward . Promotional rewards : In this type of restaurant loyalty program, members receive rewards with expiration dates that encourage them to dine with, or order from, you in a specific window of time. Such rewards don’t have to be tied to specific spending behaviour. Instead, they can be given as surprise promotions to, for instance , incentivize customers to dine with you for their birthday or boost business during slow periods . What are the Policies and procedures for the staff about loyalty programs : 1 . Communicate the “Why and How” of your loyalty program at your next staff meeting 2 . Train your staff how to ask for customer signups 3 . Reward your staff for member signups https://www.7shifts.com/blog/how-to-train-staff-for -

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SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: 1 . Outline how customer databases are used in a hotel and some of their essential features . The 5 essential features that should be in any good customer database are your customer's name, where do they work, their email, what is their job title, and their contact number. This helps you to start seeing who is attracted to you as clients and then lets you customize your marketing messages accordingly. A customer database is the collection of information that is gathered from each person. The database may include contact information, like the person's name, address, phone number, and e-mail address. The database may also include past purchases and future needs . A customer database is an organized collection of customer data which is used to analyse and create the appropriate marketing plan for a product or service. Database systems are very important to your business because they communicate information related to your sales transactions, product inventory , customer profiles and marketing activities. Databases help to make your business stronger, raising your ability to increase your profits 1 . Outline the designated response times for providing service and resolving complaints at Marino Enterprises . Marino Enterprises endeavours to acknowledge receipt of written correspondence: - email within one working day - mail within three working days In order for operations to be as efficient as possible, Marino Enterprises prioritises customers using the following ratings : 1 . Customers seeking an immediate appointment . Such customer should be prioritised and allocated a rating of 1 in the customer record. Their request should be actioned within 4 hours . 2 . Customers seeking appointment in the near future but not immediately or enrolling in an event . Such customer should be prioritised and allocated a rating of 2 in the customer record. Their request should be actioned within 1 working day . 3 . Request for general information . Requests for general information are important and should be responded to within 2 working days . These types of requests should be assigned a rating of 3 . 1 . Summarise the main features of the Marino Enterprises complaints handling procedure making reference to the customer complaints policy . When handling a customer complaint, the following steps will be followed by all employees: - Actively listen to the customer/guest- use appropriate body language (serious face, nod head to confirm understanding of what is being said .( - Take notes if the complaint is detailed and specific . - Apologise with empathy- all complaints must be taken seriously, regardless of the significance or nature of the complaint .

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: - Inform the guest of how you will address the situation . - Find a solution- attempt to find a clear and simple solution, if you are unable to do so, inform your supervisor immediately . - Take responsibility for the issue and follow up with the customer once the issue has been resolved to ensure that they are satisfied with the outcome . 1 . Where are the customer service policies and procedures kept at Marino Enterprises; and how does management ensure that staff are up-to-date in their knowledge of the policies and procedures ? Policies and procedures provide guidance for ensuring Marino Enterprises consistently provides high quality products and services to all of its internal and external customers all of the time. Policies and procedures are made available on the internet, staff intranet and in each Marino enterprise facility in customer services areas and staff rooms. They are also reviewed with each staff member during induction . 1 . Undertake internet research on a hospitality industry organisation. Outline three promotional services offered? Inset the specific web address where you accessed the information with your response . Loyalty Offerings: The key is picking a high enough threshold for a free meal or a discount to make it worthwhile for you. It helps to get your guests to opt in easily with the use of restaurant loyalty technology . Bundling and Fixed Price Offerings: Some restaurant POS systems can help you see how your menu items are faring in inventory reporting , which helps you set up promotions. If a certain dish isn ’ t exactly flying out the door, attach it to one of the more popular ones, at a discounted price . Buy in Bulk and Upsell: Similar to loyalty promotions, the key here is knowing the average amount customers spend on a certain Source: 15 Unique Restaurant Promotion Ideas You'll Wish You Had Thought of Earlier (2022) - On the Line | Toast POS ( toasttab.com ( 1 . Write brief procedures that could possibly be implemented by Marino Enterprises for dealing with the following customer issues/ complaints : a) Incorrect pricing or quotes We can discount the client the additional cost being charged and simultaneously change the cost on POS and tag b ( Delays or errors in providing products or services Accept the mistake and apologize to client ask them how we might satisfy them. After that we need to follow the process as indicated by organization strategy .

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: c ( Misunderstanding of customer requests Acknowledge the error and statement of regret to the client and give them the item what they required d ( Escalated complaints or disputes Try to calm the client and acknowledge the mistake. Pay attention to the client and attempt to tackle their issues. Note each complaint for future audit e ( Other team members or suppliers not providing special requests Prepared all the staff about assuming clients exceptional request should be followed. apology the customer and provide special request . f ( Misunderstandings or communication barriers . Be explicit. At the point when you settle on a telephone decision, send an email or just talk at a gathering, try not to invest a lot of. Keep on track. Proceed with caution. Take notes. Repeat . g ( Unmet expectations of, or problems or faults with a service or product . Ask the client what the issues with item or administration was and make a note and give client some rebate or give them promotion code 1 . Briefly describe situations where each of the following strategies/ actions could be implemented at Marino Enterprises . a ( Negotiating with suppliers on behalf of dissatisfied customers to get reduced rates or extra services for them . S peak with the provider and examined about the service that somebody has booked the venue. It needs to organize with some colourful lighting. Call the decorative specialist to organization and request additional assistance for client b ( Providing a service free of charge . In the event that a help with no charge can give joy to client. Assuming that objection is met. For example: giving additional meat/sauce/bread or anything which as a rule we charged. Or on the other hand give for nothing administration to the normal clients. c ( Providing a service at a reduced/ discounted rate . This should be possible as limited time to draw in the clients. For example, provide babysitting service when someone book our hotel

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SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: d ( Providing discount vouchers to attend at a future time . Giving rebate card will increment client ’ s strength. For instance: when any new client come to the caf é absolute first time, give them rebate card to the following time so they will visit the restaurant in the future e ( Providing an inexpensive add-on product . Give the client some extra the items that are costly. for example, we can book a table for Friday night and give rebate on food or platter f ( Providing a small gift to a customer . Give small gift to a customer for any occasion they visited make them happy and revisit the restaurant . g ( Providing special attention during the service period . Treat every one of the clients similarly whether they are new or regular. In this way, we ought to give exceptional consideration on each and every client h ( Providing special customer service delivery on next attendance . When any customer visits the restaurant for next time, we should provide them a special delivery service on table . 1 . How are financial constraints of Marino Enterprises and the profitability of the sale taken into consideration when making the decision to provide customers with free or discounted services ? Provide an example of making a decision about the profitability of providing a service free of charge or at a reduced rate and include calculations in your answers. e.g. for dealing with a mistake in the provision of a soft or alcoholic drink. Identify cost of drink, price charged to customer and profit. Example: United sale fried chicken for $10 which gives them very little profit, but this attract more customer and they buy other things with it like drink and so on. If this is promoted at fewer prices more purchase will be made . For example: if the regular selling is 10pcs/day providing 10% discount the numbers of selling goes up to 25. discount= 10*10/100= $1 after discount sales= 25*9=225/day before discount sales= 10*10= 100/day total increment on sale=new sale – old sale 225 – 100=125/day 1 . Choose a cultural group you have had dealings with before and answer the following questions . a) What is the cultural group you have chosen and why? The cultural group I’ve chosen Indian cultural group because I worked in restaurant my

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: country. I know Chinese culture very well b ( Outline the customary greetings, farewells and conversation of this cultural group . Normally everyone folds their hands together with open palms and greets each other saying ‘ namaste ’ and some of them shook their hands. It literally is the gesture of warm regards, respect, and acceptance . c ( Describe the body language and body gestures associated with this cultural group . a ( Present and accept gifts with both hands : When offered a gift, don’t snatch it up with one hand. Take the box or bag with both of your hands. Same goes for offering a gift—don’t offer it with just one hand, no matter how small the gift . You should also do this when you accept or offer business cards. You want to make sure your potential business associate remembers you for the right reasons, so be sure to use both hands Point to your nose : In Western cultures, one will often touch their chest when referring to themselves. In China, you should point to your nose when referring to yourself. Also, don’t touch someone else’s schnoz. It’s rude. Of course, this may take some getting used to, because in places like Australia and New Zealand, this nose-touching gesture is a sort of wry one, while in the United States this may be seen as a gesture for thinking . d ( Outline the formality (or informality) of language associated with this cultural group . There are diverse language in my country such as English, Chinese e ( Describe the clothing sometimes worn by this cultural group . The Hanfu ('Han clothing' — the majority of Chinese are of Han ethnicity) is the oldest of China's traditional clothes. Legend traces it back to over 4,000 years ago when Huangdi's consort, Leizu, made cloth with silk. It was constantly improved throughout several dynasties. Until the Han Dynasty, the Hanfu was adopted and vigorously promoted by the ruling class. It then became the national clothing of the Han ethnic people. It also had a far-reaching influence on neighboring Asian countries, such as Korea, Japan, and Vietnam. Nowadays, people seldom wear Hanfu except on special occasions, such as festivals and wedding ceremonies, or by young girls who want to show off or taking photos. f ( What may be some special or additional product/ service requests this cultural group may have?Usually, hot drinks will be request .

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: 1 . What are the roles and responsibilities of the following positions at a hospitality organisation in providing quality customer service? Provide a copy of the relevant job description . a) Bar Manager Maintains inventory . Creates drink and food menus . Determines employees’ schedules . Ensures bar is well-stocked and clean . Tracks customer behavior and sales . Maintains budget and monitors costs . Maintains drink recipe documentation . Oversees planning for special events . Appropriately delegates tasks to staff . Selects and purchases liquor and other supplies . Oversees staff, including bartenders and barbacks, and, in some cases, bouncers, wait staff, and/or kitchen staff as well . Hires, trains, promotes, and, when necessary, disciplines or fires staff . Selects music, books bands, and provides input on décor and marketing, including social media and other forms of publicity . Initiates and maintains vendor relationships . Uses point-of-sale tracking technology and bar and restaurant management platforms . https://hiring.monster.com/resources/job-descriptions/food-service/bar-manager / a) Customer service supervisor Assisting customer service staff in managing customer inquiries and complaints Hiring new customer service employees Training customer service staff Delegating tasks Monitoring performance of customer service staff Conducting performance reviews Organizing work schedule Developing standard work procedures Collecting data and preparing reports https://www.talentlyft.com/en/resources/customer-service-supervisor-job-description b) Waiting staff - greeting customers as they arrive and showing them to their table - giving out menus and taking orders for food and drink - serving food and drinks - dealing with bill payments

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SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: - making sure tables are clean and tidy - You'll also be on hand to answer any questions and make sure that customers enjoy their experience . - Ensure customers feel welcome and comfortable throughout the event - Perform duties in an efficient, professional and courteous manner - Perform reasonable alternative duties, as instructed by your Manage https://www.sodexojobs.co.uk/jobs/job/Waiting-Staff/34323 16 . List three sources where you can find information on current service trends and changes that affect the service industry . 1 . Government announcement 2 . Online newsletter 3 . Internet

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: 17 . Outline how each of the following internal and external environmental changes may affect quality customer service planning : a) Changes in the competitive environment (External Factors) On the off chance that contender is doing extraordinary business need to offer extra support to give to improve to make customer happy. b) Economic climate (External Factors) During the practical midtown like Coronavirus individuals spend less. At draw in them we want to put more promotions c) Introduction of new technologies or equipment Assuming there is any new technologies or equipment, we really want to take on that to defeat our rival, to draw in additional clients also, to work on our service and quality d) Management changes and organisational restructures Changing may adversely affect customary clients. For instance: in the event that the food is no more available which the client requested routinely that client will no showed up in the future . e) Recruitment practices If staff has no experience will make an issue and consumer loyalty level might drop. So appropriate. employing is required and appropriate preparation should to be given f) Trends in customer service preferences1 Food such as Vegan prefer, healthy fewer fat meals and gluten free food are in trend. 2 Use Uber Eat to order the food. Online ordering services are increasing 18 . What are three reasons a business may choose to join industry schemes and/or align with industry

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: codes of conduct aimed at improving customer service across the industry ? a) Improve the service quality b) Protocol for complaints c) Giving customers confidence to deal with

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SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: 19 . Outline how each of the following methods of collecting formal and informal customer research and feedback are used in the hospitality industry : a) Analysis of the competitive environment and industry trends in customer service This should be possible by buying in the business bodies. Join corresponding participation who will assist with keeping update. Doing explore on their rival and their offers We can track down all the data on web that what's happening in market pattern. b) Customer service surveys with structured questions on quantities of services used (Formal Research) This can be shipped off client in the database. intermittently to get the degree of fulfillment from existing clients . c) Customer focus groups quality of products Here a gathering request assessment, accept and disposition towards the business and its clients administration d) Feedback from service delivery colleagues over the course of each business day Conversation with partners can gave accessible data on their discernment and experience of client service fulfillment e) Questioning customers informally Talking with the clients on a ground in an exceptionally viable speculating the degree of client support fulfillment and communicating their remarks firsthand can be convenient to officially get the criticism . f) Observing customers verbal and non verbal communication signs and their meanings Noticing clients are being aware of non-verbal piece of information and sign is the method for getting clients mentality and fulfillment level . g) Regular staff meetings that involve service discussions It is effective method for social affair data from the representative about their discernments fair and square of client care fulfillment. It tends to be survey some other time when required . a) Staff surveys External staff surveys e.g. other organisation staff who are members of a loyalty scheme This is the compelling strategy which accumulate worker assessment and should be possible secretly urge representative to examine with next to no apprehension h) Internal customer surveys (colleagues/other departments etc) This can be utilized to check inside clients assessment so the improvement should be possible in client conveyance

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: j) Improvements suggested by customers involved in complaints or disputes It is an essential to figure out what turned out badly and executing measure to forestall same reoccurring k) Improvements suggested by suppliers providers might see things from an outsider perception so we can give the criticism about an improvement l) Improvements suggested by staff, supervisors and managers at regular staff meetings to review service delivery criticism from the business worker is a fundamental as they probably are aware the genuine picture . Boss might have some idea too assuming director take criticism from them. It can work on the framework and practices . 20 . Outline how each of the following methods of collecting formal and informal customer research and feedback are used in the hospitality industry : a) Examine the overall business performance Analyse the income target, gross and net benefit, and internal business execution information b) Monitoring the effectiveness of staff in meeting customer service standards speak with the client who has received service, social media, track inside business execution information, notice client care occurring . c) Monitoring the effectiveness of policies and procedures in explaining practices Reviewing policies regularly, staff meetings and performance analysing, speaking to employees . 21 . How could a hospitality industry organisation review the numbers and natures of : a) Complaints collect customer feedbacks once a month from customers through Complaint forms can assist you to improve the services of restaurant . b) Disputes All the dispute conversations are survey consistently during the review when comparable circumstance happened followed by client’s reaction c) Customer responses At the point when reactions got subsequent to settling an issue it is recorded for future reference and evaluator and the board survey it once in a month

SITXCCS007 Enhance Customer Service Experiences SITXCCS008 Develop and Manage Quality Customer Service SITXCOM005 Manage Conflict Student Name: Student Number: 22 . Outline two suggestions for hospitality industry organisation policy and procedure, inclusions for each of the following areas to ensure : a) High quality presentation standards for the customer environment and for the customer service personnel are consistently implemented Make sure front store is clean and shelves are stocked Staff wear clean uniform b) Pricing and service guarantees are fair and equitable Low pricing/matching a refund + 10%discount . Guarantee quality have 100% refunds when customer is not satisfied c) High quality products are provided that reflect customer requirements If customer not happy should refund Should providing 100% better quality product d) Refunds and cancellation processes are fair and equitable For the requirement of refund, cash back or store credit, how many days from the date of purchase what condition must be return be- either it should be on upon or on damage . Training staff about the cancellation process . a) Customer service training facilitates high quality service provision According to our workplace policy and procedure all the new hired staff should go through customer service training . providing training to staff from the external trainers . b) Technical training (systems and technology) appropriately support customer service delivery providing technical training to handle and deal with equipment and machines . Review feedbacks from customers and discussing with staff to improve those . ▪ What do I need to hand in for this task ? Have I completed this ? Q10 web address □ Q15 job descriptions □ Your completed template □ Customer service standards of Marino Enterprises (Simulated Workplace Environment) or another Australian hospitality organisation . □ pg 15 handbook & Textbook

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1Student Name, Student Number, SITXCCS008, 007, 005 - TASK 2

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