AIBT_SITXCCS014 Assessment 1 -Theory Test
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School
Australian Institute of Business *
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Course
SITHCCC018
Subject
Communications
Date
Feb 20, 2024
Type
docx
Pages
13
Uploaded by BarristerStingrayMaster999
Assessment Tasks and Instructions Student Name
Li Ping Lee
Student Number
0000023727
Course and Code
Certificate IV in Patisserie [111045H]
Unit(s) of Competency and Code(s)
SITXCCS014 Provide service to customers
Stream/Cluster
Trainer/Assessor
Pawan Maharjan
Assessment for this Unit of Competency/Cluster
Details
Assessment 1
Case Study
Assessment 2
Practical Observation
Assessment 3
Assessment conducted in this instance: Assessment 1 2 3 Reasonable Adjustment
1.
Has reasonable adjustment been applied to this assessment?
No No further information required
Yes Complete 2. 2.
Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature
Li Ping
Date
19/01/2024
2
nd
Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Name
Li Ping Lee
Signature
Li Ping
Date
19/01/2024
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Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks outlined in the
elements and performance criteria for this unit of competency and relating to the following aspects:
principles of quality customer service and positive communication
appropriate non-verbal communication for customer service:
o
body language
o
culturally specific communication customs and practices
o
dress and accessories
o
gestures and mannerisms
o
use of space
o
voice tonality and volume
methods for enhancing service delivery in response to staff and customer feedback
specific industry sector:
o
professional service standards expected of service industry personnel
o
attitudes and attributes expected by the service industries to work with customers
o
standards of personal presentation and hygiene
o
different customer service and communication expectations, especially those with special service needs
particular organisation:
o
types of customers
external
internal
new
regular or repeat
visitors
o
designated response times for acknowledging customers and their enquiry
o
personal presentation and hygiene standards
customer service policies and procedures, in particular those for:
o
acknowledging and greeting customers
o
complaint and dispute management
o
empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation
o
loyalty programs
o
presentation standards for customer environment, customer service personnel, and documents and promotional materials
o
pricing guarantees
o
product quality
o
refunds and cancellation fees
o
response times
o
service guarantees
o
training staff for customer service and complaint handling
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awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:
o
modes of greeting, farewelling and conversation o
body language and body gestures o
formality of language o
clothing
methods of collecting feedback:
o
formal:
surveys
interviews
structured questioning
o
informal:
observation
casual discussion
essential features, conventions and usage of different types of communication techniques and equipment.
Place/Location where assessment will be conducted
Resource Requirements
Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise.
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved. Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201
This assessment:
First Attempt 2nd Attempt Extension –
Date: / / RESULT OF ASSESSMENT
Satisfactory Not Yet Satisfactory 3
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Feedback to Student:
Assessor(s) Signature(s):
Date:
/ / Student Signature
Li ping
Date:
19 / 01/ 2024
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Assessment 1
Case Study
Your task: Read the following letter and answer the questions below. Each question must be completed.
25A/ 368 Lexington Avenue
Manhattan New York 10037
USA
Dear Sir/Madam
My family and I have recently experienced a 5 day stay in your hotel. This was our first visit to Australia and a special treat for our
teenage children. Unfortunately we have returned home very disappointed with our holiday. As a customer service manager myself, I feel
it worth bringing to your attention some downfalls in your hotel operation.
Firstly, we had pre-booked a private transfer from the airport to your accommodation via your reservation department. Although I did
not receive any written confirmation your employee Jane assured me via a telephone conversation that she would organise this. As we
arrived after a tiring 20 hour flight this service was nowhere to be seen, instead we had to catch a taxi. To make matters worse, the driver
had no idea where your hotel was located so we were driven via a considerably longer route to your establishment.
On arrival your two bellhops were stationed at their desk, but seemed to be more preoccupied with what I believe to be ‘internet surfing’
than helping us with our bags. They were slouched over the desk engrossed in whatever they were viewing on the computer screen. We
consequently shifted our luggage in from the taxi ourselves.
The service in your reception area wasn’t much better! The girl at first had trouble locating our reservation and then when she did she
told us, rather abruptly, that we would have to wait another hour until our room would be ready. Although we did request an early
arrival, and only arrived a little before the check in time of 1pm, I was surprised that allowances couldn’t have been made considering we
have travelled from such a far distance and were all extremely tired and jetlagged. At this time I also questioned the ‘missing’ airport
transfer for which I was not given any apology, just told that it would be investigated. During my stay not one representative from your
venue provided any explanation. To make matters worse the charge was still placed on my bill which I then had to dispute on departure.
Further, I found the receptionist’s attire to be less than desirable. Her uniform seemed to be stained, ill fitting and missing a button. Her
hair was long and it hung over her face. She had multiple piercings in each ear. I would be interested to see your establishment’s dress
code. The rest of the stay didn’t improve. We had requested an early morning maid’s service each day but on two occasions we arrived back to
our room after 3pm and the rooms still hadn’t been made up. Our ‘included’ breakfast caused confusion each morning, with the
restaurant cashier having to verify this each day with the front desk. On one occasions we booked a table in your fine dining restaurant
with a request for kosher provisions. We were told that this was no problem; however the chef in charge confused kosher with halal
provisions on that occasion and our celebration dinner consisted of a selection of vegetables instead. Finally on our last day the
requested wakeup call was not provided and consequently we had to skip breakfast and hasten our departure to catch our return flight. This holiday to Australia was a complete disappointment. My wife and I had planned and saved for this trip a year in advance. It is
unlikely now that we will ever return to Australia and I will ensure that if any of our friends do make the trip that they avoid your hotel
accommodation and your entire chain of properties.
Regards
Hank Washington Jnr
__________________________________________________________________________________________________
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1.
The Washington family was very disappointed with their Hotel Home Stay. Identify 8 problems they experienced and provide a suggestion for more appropriate service/behaviour/ communication.
Downfalls
Recommended Standard
1.
Bellhops were in desk
Make sure bellhops to wait for customer front of hotel
2.
Dress code in hotel
Make sure all the staff in hotel to follow their uniform and hair policy
3.
No apologies to customer
Hotel miss their Transfer, check in etc so they need to apologies, and need solve the problem for customer
4.
Transfer from Airport
Make sure the staffs to confirm booking and email
5.
Cause confusion each morning for breakfast
Hotel needs to make other way to not get confuse with customer
6.
They did not give the morning call
Hotel needs to give right service to customer what they need
7.
Miss the Maid service
Hotel needs to do all the service on time that customer wants
8.
Waiting for check in too long Make sure customer room clean and be ready before they check in
2.
Assume that Mr Washington approached you, the receptionist, during their stay and raised these concerns then. Provide a step by step explanation for how you would handle Mr Washington’s complaint in person. Step-by-Step Procedure
Step1: Listen attentively and empathize: I would give Mr. Washington my full attention and actively listen to his concerns without interrupting.
Step 2: Apologize and take ownership: I would sincerely apologize on behalf of the hotel for the inconveniences and issues he faced. I would take ownership of the situation, showing that the hotel values his feedback and is committed to addressing and resolving the problems.
Step 3: Clarify and document the issues: I would ask Mr. Washington to
provide specific details about each problem he encountered,I would carefully document each issue to ensure accuracy and thoroughness.
Step 4: Offer immediate solutions:I could arrange for a complimentary upgrade to a higher room category for the inconvenience of the delayed maid service, ensure proper communication and confirmation of any pending services, provide clear instructions for the breakfast voucher redemption, and offer a sincere apology for the mistaken 6
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dietary provision.
Step 5: Communicate steps for resolution: I would explain to Mr. Washington the steps the hotel will take to address and resolve the issues he raised. This may include investigating the incidents, providing additional training to staff, implementing stricter dress code policies, improving communication processes, and ensuring prompt and efficient service delivery. Step 6: Follow up and offer compensation: I would follow up with Mr. Washington during his stay to ensure that the solutions provided have been implemented and that he is satisfied with the resolution.If necessary, I would offer compensation, such as a discount on his current stay, a complimentary meal,or loyalty points as a gesture of goodwill and appreciation for his feedback.
Step 7: Thank and express commitment to guest satisfaction: I would thank Mr. Washington for bringing the issues to my attention and express the hotel's commitment to guest satisfaction. I would assure him that his feedback is valuable and will be used to improve the hotel's services to ensure a better experience for future guests.
Step 8: Document the complaint and resolution: Finally, I would document Mr. Washington's complaint, the steps taken to resolve the issues, and any compensation offered in the hotel's complaint management system for future reference and to track the resolution process
3.
If you felt the complaint was above your scope of responsibility, who would you recommend to intervene and assist?
Response
I would advise the hotel manager to step in and help Mr.Washington if the complaint fell outside of my purview of responsibility.
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4.
Assume that Mrs Washington has a mobility impairment and is confined to a wheelchair. Provide 6 service provisions that could be extended to Mrs Washington relevant for the Tourism and Hospitality industry
Service provisions 1.
Costumer Aide
2.
Costumer Tutoring
3.
Advance customer care 4.
Obligation of Hotel data
5.
Ease of access to public services 6.
Convenience to basic facilities such as accommodation, disabled parking permit.
5.
Unlike the Washingtons, some guests of Hotel Home Stay do not speak English. List 5 techniques you could employ to be able to better communicate with non-English speaking customers.
Techniques to communicate where language barriers exist
1.
Use of translator
2.
Speak slowly
3.
Use straightforward phrases, rephrase, and repeat
4.
Use of simple English words with proper pronunciation 5.
Be specific
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On the template below, design an appropriate uniform for use in your department, inclusive of footwear. Provide the character with facial features and grooming standards that would apply to a typical hospitality employee. Provide a brief written description to the side to support your sketch.
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6.
The Tourism, Hospitality and Event Industry is reliant on strong teamwork. List 7 characteristics of an effective team.
Characteristics of an effective team
1.
Effective communication
2.
Individual talent 3.
Sense of belonging to the group
4.
Good leadership
5.
Clean structure and planning 6.
Achievable goals
7.
Feedback is constructive or positive
7.
Many guests at Hotel Home Stay come from diverse backgrounds: some are Indian, Muslims, Jewish, German and Japanese. Identify 6 cultural requirements you may need to accommodate or provide for people from these backgrounds.
Provisions to provide for cultural requirements
1.
Forming an arrangement for creating and distinguishing the different populace of hotel managers
2.
Taking consideration of staffing methodology by the supervisors to accomplish business purposes in the face of having customer from diverse locales.
3.
Consider all customer who visit the Hotel to efficiently oversea clients different locales.
4.
Encouraging multiplicity among inn pioneers to know the subsidies that emerge from variety
5.
Coaching and instructing Hotel worker on the best way to cope with numerous gatherings to accomplish higher managerial accomplishments.
6.
Determining a blended culture that can be in the situation to serve up every one of the plans of the diverse populace.
8.
The General Manager of Hotel Home Stay has delegated the responsibility of fixing the internal problems highlighted in Mr Washington’s letter to the 4 department managers. List at least 6 steps the team of managers should follow in order to get the task completed.
Steps to resolve the internal service issues identified by the Washington family
1.
Understanding the customer’s complaint. This step includes scrutinizing the magnitude of customer objections and regardless of whether it is vital.
2.
If the customer’s grievance was essential, the managers ought to endorse him but not entail in any conflicts. Even thought the customer were off base, the administrator should not fight him.
3.
The team of managers ought to initially pay attention to the customer’s objections to comprehend the purpose behind being disturbed. 4.
The administrators ought to then settle the matter to resolve the issue of the customer.
5.
After making a ruling, the Hotel managers are expected to observe the concerns into composing to guarantee customer gratification
6.
The administrators ought to them track down a determination after paying attention to and grasping 10
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the grumbles of the customer.
7.
Follow up with the customer
9.
Draft a letter of reply to Mr Washington, apologising and thanking him for bringing the service downfalls to your attention. Ensure that your reply letter is structured in alignment with the ‘rules’ of written communication (accuracy, simplicity, sequential flow of thoughts and use of an appropriate and professional
tone). Print the letter and attach it to this case study.
Dear Sir/Mam
We apologize deeply for any inconvenience we may have brought about for your transportation or other. needs. Customer satisfaction is important to us at Hotel. We’re sorry, but we were unable to fulfill your request. We trimmed down the justification for the dress code and modified the complete framework for providing customer care as a result of a survey. We have employed skilled and prepared staff, as we as new client greets and renewal rules, as evidence of our progress toward perfection in order to make sure that this
never occurs again. To make up for the difficulty we caused, we would like to give you a discount of $200 as well as some additional charges like transportation and room service. Our partnership with Hotel is important to us, and we put a priority on giving our visitors the greatest experience possible.
If you have any other question or comments on this subject, feel free to email us
info@hotel.au.com
Kind Regards,
Li Ping Lee Hotel Manager
11.
List all the policies and procedures which should be in place in the establishment to prevent the occurrences
in this case study. What would these need to include?
Policies or Procedures
Details to be included
Training In order to avoid disruption, all hotel staff member should be prepared to handle visitors.
Feedback and progress
The opportunity for the tourists to voice their opinion
of the administration should be provided.
Identify service interruption
Administration may be interrupted, but it’s unlikely that the inn will have a significant impact.
Assistance Person
So that they can enjoy themselves at the hotel, 11
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steady people should always join the customer.
Cleanliness and Maintenance Policy
The standards and expectations for cleanliness and maintenance throughout the hotel, including guest rooms, public areas, and facilities. It should include procedures for regular inspections, cleaning schedules, maintenance checks, and reporting of any issues or deficiencies.
Customer Service Policy
The standards for customer service, including staff behavior, communication, and problem resolution. It should include procedures for handling guest complaints, providing timely and efficient service, and ensuring guest satisfaction. Language Communication Policy
This policy should address the language barriers that may arise with guest who to do not speak English. It should include procedures for providing language assistance, such as hiring multilingual staff, offering translation services, or providing translated materials, to ensure effective communication with non-English speaking guests. Quality Assurance Program
This program should include regular audits, inspections, and evaluations of hotel operations, facilities, and services to ensure compliance with established policies and procedures, and to identify areas for improvement
12.
The General Manger has suggested that in future all departments must collect feedback to consistently enable the organisation to monitor customer satisfaction and enhance continuous improvement.
List 3 formal and 2 informal methods which can be used for collecting feedback:
Formal method of collecting feedback
Informal method of collecting feedback
Online survey
Examination
Social media
Interview and join the group
Free Text Feedback
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13.
You are the receptionist at Hotel Home Stay.
Mrs Joan Myers has telephoned you today, Wednesday 15 June at Hotel Home Stay. She has requested a quote for 3 different lunch menus, which you have discussed with her in detail, to be emailed to her. Her email address is (
use your teacher’s email address
).
The all-inclusive price for each menu is:
Menu 1 $ 21.50
Menu 2 $ 23.50
Menu 3 $ 27.80
A.
Write an email to Mrs Myers, quoting the prices for each menu.
B.
Ensure correct format, appropriate language and spelling
C.
Include your name and position in the footer
D.
Email the quote to your teacher’s email address.
Dear Mrs Myers,
Thank you for contacting Hotel Home Stay for a quote on our lunch menu options. We appreciate your interest inour services. As per our conversation today, I am pleased to provide you with the requested quote for the three different lunch menus:
Menu 1 - $21.50: This menu includes a selection of appetizers, main courses, and desserts, with options for both vegetarian and non-vegetarian preferences.
Menu 2 - $23.50: This menu offers a variety of appetizers, main courses, and desserts, including some specialty items and seasonal ingredients.
Menu 3 - $27.80: This menu features a premium selection of appetizers, main courses, and desserts, with an emphasis on gourmet ingredients and culinary craftsmanship.
I have attached a detailed quote for each menu to this email, as per your request. If you require any further information or would like to discuss the menus in more detail, please do not hesitate to contact us at your convenience.
Thank you for considering Hotel Home Stay for your lunch event. We look forward to serving you and your guestswith our delicious culinary offerings.
Best regards,
Li Ping Lee
Receptionist, Hotel Home Stay
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