Manage Conflict Effectively: Assessment Task 2 Insights

SITXCOM010 MANAGE CONFLICT ASSESSMENT TASK 2 EMAIL TO THE CUSTOMER Date: 12/02/2024 To: John123@gmail.com Subject: To provide feedback about the outcome Dear John, I hope you are doing well. I was just wondering when could you visit us again to try our new recipes and menu. I am sure you will not be disappointed with the new comings. Will you mind providing us with your feedback about the outcome. We will be happy to hear from you. Hoping to see you soon. Best regards, Supervisor Bridge Hotel

EMAIL TO THE WAIT PERSON Date: 14/02/2024 To: Staff@bridgehotel.com.au From: Sophia@bridgehotel.com.au Subject: To provide feedback about the conflict and how it was resolved. Dear Wait staff members, I hope you are good. I am writing this email to inform you about the discussion we had last week. I hope you are happy and satisfied after our conversation. We have registered your complaint. If it wasn’t for you, we wouldn’t have been able to know about such an important incident that needs to be addressed. It has made us aware of our business reputation and customers experience and satisfaction as well. I would like to request you to provide some feedback about the conflict that has occurred and possible ways to prevent it. I would be waiting for your response. Best regards, Sophia Wait staff Bridge Hotel

Appendix 4 - Bridge Hotel Complaints Register Date of complaint Complainan t name Person responsible Description of complaint Cause Resolution Systemic improvement required 16/02/2024 Sandy Customer service Customer reserved for Mother’s Day shock at 8pm for 12 individuals. They requested the cake and food things however got late. Kitchen had a bustling timetable because of numerous requests. Sitting down to talk with the client about the reason and issue, listening cautiously to their offence. Discussing the issue with the telephone taking care of staff to ensure they effectively access all the data of the client on the telephone. I gave them some free deserts and additional food things as a trade-off. Followed up with the client through an email to get fulfillment affirmation. Twofold check to ensure the entirety of the appointments are done effectively and coordinated in like manner including the food things and all the other things. Look for criticism from the clients about their encounters. 16/02/2024 Alexander Kitchen staff Client was served cold and confined food. Has all the earmarks of being because of absence of consideration from kitchen staffs. I talked consciously to the specific client and clarify them why the issue is being made. I offered them full discount as a remuneration and catch up with kitchen staffs likewise. Catch up with kitchen staff to know the reason and result of the occurrence. Making an understanding exhibit with a shared agree to handle such circumstance. 16/02/2024 Luara Wait staff Client Appears to I mentioned the stand by Quick preparing the executives

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requested a food in as per the remedy of diabetes. However, when the food showed up, it tasted typical, not exceptionally arranged. Consequently, he was truly annoyed for unique dietary being disregarded. be helpless client support from the stand by staff as they neglected to specify exceptional changes. staff to move to one side and compassionately apologize to the client clarifying how significant it is to meet the client's extraordinary dietary. to the stand by staffs about extraordinary Dietary prerequisites and client demand. 16/02/2024 Sophia Wait staff Forceful discussion with the inward staff Insufficient data passed between the stand by staff and kitchen staff Consult with the higher bosses to examine on the issue. Better preparing arrangement with the new staff i.e. the buddy training.

Appendix 5 - Incident Report Form This form is to be completed in the event of an incident or emergency. Details of incident Date: 16/02/2024 Time: 11.00am Location: Bridge Hotel Name of person/s involved in incident: Luara (wait staff) and John (customer) Location of incident: Bridge Hotel Provide details of the incident. This incident took place between the wait person and customer (who had dietary requirements). Actually, John came to Bridge Hotel and wanted to order some meal where the wait staff (who is new in hotel) went to take the order from customer. But he did not listen the order properly and serve incorrect food to John. Not only the food was inappropriate, but his behaviour towards customer was also not good because he made jokes with kitchen staff while taking order. As a result, John got sick by consuming incorrect food. Describe any injuries. Customer faced allergic reaction or illness. Outline actions taken as applicable.  First aid provided to customer.  Wait person also felt sorry.  Supervisor also told wait staff to listen properly the customer needs and also supervisor made promise to customer that this would not happen again. Describe hazards that may have contributed to or caused the injury. Allergenic hazards caused the injury.

Other notes and comments It is the responsibility of staff that they should pay the proper attention to customer needs regarding food otherwise inaccurate food can harm customer's health. Signature of person completing report Print name: Luara Date: 16/02/2024

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SITXCOM010 Assessment Task 2

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