ASSESSMENT_2_SITXCCS008_Develop_and_manage_quality_customer_service_practices.docx

Assessment Guidelines for Student: Conditions of assessment: • For this Assessment you are required to follow the instructions provided under Tasks to be completed by the student and submit your response by the date advised to your Assessor. • Your assessor will advise you the Dates and timing for this assessment as per the timetable. • Your evidence submitted for this Assessment Task will be graded as either S – Satisfactory or NS – Not Satisfactory. Your Assessor will provide you with feedback. • If the evidence is graded as NS – Not Satisfactory you will be required to re-submit the evidence. In this case you will be provided with clear and constructive feedback based on the assessment decision so that you can improve your skills / knowledge prior to reassessment. • If you require an allowable adjustment to this assessment procedure you should discuss this with your assessor • If you are dissatisfied with an assessment decision you should make an appeal to Glen Institute in writing no longer than 10 days following advice of the assessment decision Context of and specific resources for assessment • Access to simulated environment, office equipment and learning resources, access to computer with internet, printer, projector, and other office facilities. Tasks to be completed by the student This assessment consists of Two tasks 1 and 2 Task 1 You are required to develop customer service policy and procedure for following three business areas: • Hotel Reception – taking a room reservation on the telephone • Restaurant – Receiving, seating and taking food order of the customer • Store receiving – receiving a supply of perishable items You are also required to develop a checklist each to monitor the implementation of customer service policy and procedure Answer : Hotel Reception – taking a room reservation on the telephone policy and procedures are as follows: Pick up the call before in 3 rings. Greet the customer for example “Hello welcome to The Lake hotel, this is Tany, how can I help you?” a. Speak clearly [Type here]

Customer Service Checklist Yes No Personality and eye contact with customer ✓ Grooming ✓ Communication skills ✓ Quality of services provided ✓ Able to explain our food and drink listed in menu ✓ Resolve the customer problem fairly ✓ Store receiving – receiving a supply of perishable items policy and procedure are as follows: i. Check all incoming products against specifications, orders and delivery records, taking into account quantity, size, weight, quality and freshness, in compliance with company procedures and regulatory requirements. ii. Recognise and document information about the supplier, any temperature tests carried out any variations and variations, and report to the appropriate person. iii. Locate supplied goods for injury, quality, dates of use, breakage or inconsistency and reported information in compliance with company policy and regulatory standards. iv. Manage the excess stock properly, according to Company Strategy. v. Document the level of supply accurately and promptly. vi. Label them properly. vii. Transport supplies to the required storage area without delay, ensuring that the stock is safe from loss, pollution, spoilage, temperature abuse and pests. Receiving Supply Yes No Delivery item ✓ Date ✓ Quantity and quality ✓ Documentation ✓ Labelling ✓ Storage in appropriate area ✓ [Type here]

Store receiving – receiving a supply of perishable items Tam (Store Supplier): Hi, I brought some perishable items . Sammy (Store receiver): Oh, Hi, Yes just keep that here in one place. Tam (Store Supplier): Yeah. Sure. Sammy (Store receiver ): Let me have a look. (Checks everything the quantity, quality and freshness of the item. Tam (Store Supplier): Everything okay. And gives the statement paper to sign. Sammy (Store receiver): Yes, everything good. Sign the paper and keep that items in the appropriate area. There is no any issue found in this conversation as this is the actual format of receiving a supply of perishable items and new staff should also be trained in this way and the most important procedure to follow is that labelling should be done and quality check is important. For this assessment your assessor will assessing you on criteria listed on the assessment cover sheet Evidence to be collected for this assessment: Task 1: printed copies of three service procedures and checklists to monitor the implementation of customer service Task 2: undertake the role plays [Type here]