SITXCCS016 Jasvir Kaur (1)

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Assessment method-based instructions and guidelines: Knowledge Test Assessment type  Written Questions Instructions provided to the student: Assessment task description:  This is the first (1) assessment task youmustsuccessfully complete to be deemed competent in this unit of competency.  The Knowledge Testis comprisedof twenty-seven (27) written questions  You must respond to all questions and submit them to your Trainer/Assessor.  You must answer all questions to the required level, e.g. provide an answer within the required word limit, to be deemed satisfactory in this task  You will receive your feedback within two (2) weeks, and you will be notified byyour Trainer/Assessor when your results are available. Applicable conditions:  All knowledge tests are untimed and are conducted as open book assessment (this means you can refer to your textbook during the test).  You must read and respond to all questions.  You may handwrite/use a computer to answer the questions.  You must complete the task independently.  No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.  As you complete this assessment task,you are predominately demonstrating your written skills and knowledge to your trainer/assessor. Resubmissions and reattempts:  Where a student’s answers are deemed not satisfactory after the first attempt, a resubmission attempt will be allowed.  The student may speak to their trainer/assessor if they have any difficulty in completing this task and require reasonable adjustments.  For more information, please refer to the Training Organisation’sStudent Handbook. Location:  This assessment task may be completed in: ☐ a classroom ☐ learning management system (i.e. Moodle), ☐ workplace, ☐ or an independent learning environment.  Your trainer/assessor will provide you withfurther information regarding the location for completing this assessment task. Instructions for answering the written questions:  Complete a written assessment consisting of a series of questions.  You will be required to answer all the questions correctly.  Do not start answering questions without understanding what is required. Read the questions BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 3 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au External Settings: Market Competition: staying ahead of the competition in the industry by examining their service offerings. Recognising the economic trends that could affect the demand for services. Expectations from Customers: Keep an eye on outside influences that are influencing consumer expectations so that service plans can be adjusted appropriately. 4. Read the below case study/scenario and answer the following questions: Samantha Rohan is a customer service manager, travelling to Melbourne for a job-visit from Sydney. She has been hired on behalf of a conglomerate that runs a series of hospitality businesses including motels, hotels, amusement parks and others. Lately, the company has been experiencing quite a bit of negative media attention relating to its short term stay holdings. Many of the employees had worked in the businesses for many years, from when the company was a much smaller player. The management and senior staff are considered exemplary employees who have a proven track record in meeting the required targets. The accommodation is included free of charge for Samantha;however in order to obtain a firsthand account, the board has provided some unique vouchers which allow Samantha to book any facility she wishes in Melbourne, through one of the online portals. Further, the board has not informed anyone of the new arrangements Samantha, as they wish to seek an independent opinion on the situation. Samantha has selected the Meadow Leaf Motel inn for the first part of her stay and the Sky Deck Hotel for the remainder. She will be staying for two nights at each establishment. Samantha has flown down from Melbourne and after an exhausting day, arrived at the Meadow Leaf Motel Inn. Upon arrival, she discovers an unattended reception facility, with no notification system (such as a bell and/or buzzer). Finally, a receptionist appears, asking in an abrupt manner what she can do for her; with no apology or welcoming greeting. Fighting off exhaustion, Samantha explains that she made an online reservation on wotif for a specially discounted room. Whilst Samantha is explaining this, another customer arrives. The receptionist curtly responds to Samantha that she will need to wait for 15 minutes as the computer is experiencing issues, and she cannot currently check the system. In the meantime, she proceeds to serve the newly arrive customer who has requested the most expensive room available. The receptionist immediately takes on a fawning attitude, treating the customer as a distinguished guest and describing the benefits that a pent suite stay attracts. All of this shocks Samantha, and she gently interrupts, asking if she could possibly now be allocated her room, as it has been over 15 minutes. The receptionist is quite huffy that Samantha is annoying her but quickly checks the system before bluntly replying that there is no record of the book and that all rooms of that type are full. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 6 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Q4.2 : Why did the board of the Meadow-inn Motel take the complaint seriously and provide opportunities for staff to participate in the development of customer service practices? Write your answer in 40-50 words. Satisfactory response Yes ☐ No ☐ Because the complaint revealed a serious breakdown in customer service and could damage the motel's reputation, the board of the Meadow-inn Motel took it seriously. Allowing employees to contribute to the creation of customer service procedures shows that a company is dedicated to resolving problems and raising the standard of service as a whole. Q4.3 : Explain in your own words why Meadow-inn Motel should develop policies and procedures for quality service provision. You must consider the scenario to answer this question. Write your answer in 40-50 words. Satisfactory response Yes ☐ No ☐ Creating standards and procedures for providing great service would help Meadow-inn Motel guarantee consistent and satisfying experiences for its guests. In order to avoid situations like to the one mentioned and increase customer satisfaction and loyalty, this entails putting in place appropriate welcome protocols, staff training on customer service etiquette, and efficient communication systems. Q5: List any six (6) types of policies and procedures for quality service provision. Satisfactory response Yes ☐ No ☐ 1. Establish customer service standards that require employees to smile when greeting clients, speak politely, and aggressively offer assistance. 2. Reservation and Booking Procedures: To prevent overbooking, put in place a system that has all online reservations cross-checked with a central reservation database. 3. Resolution of Complaints: Establish a process whereby grievances from customers are recognised within a day, looked into in detail, and addressed in a subsequent correspondence. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 9 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au organised manner, set up key performance indicators (KPIs) such as customer satisfaction scores, resolution rates, and response times. Q9: Mention any four (4) stages when staff training should be initiated to enhance customer service. Satisfactory response Yes ☐ No ☐ 1. Orientation and onboarding: Establish expectations for new hires by introducing customer service standards at their first orientation. 2. Frequent Training Workshops: Hold continuous training workshops to hone problem-solving, communication, and customer service skills. 3. New Product or Service Launch: Ensure staff members are properly trained to help clients when new offers are introduced. 4. Performance Reviews: Take advantage of routine performance reviews as a chance to offer additional training and comments on areas that need improvement in your customer care. Q10: List ten (10) ways to take responsibility for service outcomes, dispute resolution and to act as a positive role model for the professional standards expected of service industry personnel. Satisfactory response Yes ☐ No ☐ BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 12 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Q12: Name any six (6) principles of quality customer service. Satisfactory response Yes ☐ No ☐ 1.Customer Focus: Give the wants and needs of your customers first priority. 2. Clear, open, and efficient communication should be ensured. 3. Empathy: Pay attention to the emotions and worries of your clients. 4. Timeliness: Deliver assistance in a timely manner. 5. Consistency: Make sure that every interaction has the same level of service. 6. Issue Resolution: Take initiative to resolve problems and find just and efficient answers to client complaints. Q13: What are the professional service standards, attitudes and attributes expected for service industry employees to work with customers? Write your answer in 100-150 words. Satisfactory response Yes ☐ No ☐ Employees in the service business are required to maintain professional service standards through courteous behaviour, outstanding communication abilities, BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 15 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Analyse your competitors' strategies to draw in and keep the best employees in the business. Technological Advancements: Utilise technologies for recruitment to draw in applicants who possess the requisite tech skills. Economic Conditions: Take into account the economic variables that affect labour markets and modify your recruitment tactics as necessary. Q17: Name any six (6) internal and external environmental trends in customer service preferences that can have an effect on planning quality service. Write your answer in 50-100 words. Satisfactory response Yes ☐ No ☐ Trends inside the Organisation: alterations in the work environment could impact workers' perspectives regarding customer service. Staff Training: Constantly changing customer service standards are covered in training programmes for staff members. Engagement of Employees: Customer interactions and service quality can be positively impacted by concentrated efforts on staff happiness. Technological advancements and their integration impact consumer desires for digital and convenient services. These are examples of external trends. Social media Influence: Reactions and exchanges on social media sites influence consumers' expectations for customer care. Globalisation: As organisations grow internationally, a variety of client needs arise. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 18 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au small group of customers, uncovering insights, preferences, and pain points that may not emerge in other research methods. Qualitative or quantitative research Both qualitative (e.g., interviews) and quantitative (e.g., statistical analysis) methods offer deep insights into customer needs, preferences, and satisfaction levels for informed decision-making. Seeking feedback from service delivery colleagues Internal feedback from frontline staff provides valuable insights into customer experiences, operational challenges, and areas for improvement from those directly interacting with customers. Questioning customers Directly engaging with customers through informal conversations or structured interviews allows for real- time feedback, clarifications, and deeper understanding of their needs and expectations. Q21: Explain why each of the below is important in implementing quality service provisions in 50-100 words for each. a) Developing, implementing and monitoring customer services policies and procedures b) Involving staff in the development of customer service practices c) Evaluating staff and customer feedback Satisfactory response Yes ☐ No ☐ a) Developing, implementing, and monitoring customer service policies and procedures is crucial as it sets the framework for consistent service delivery. Clear policies guide staff on how to handle various situations, ensuring uniformity and efficiency. Implementing and monitoring these policies guarantee adherence and allow for adjustments based on evolving customer needs, thereby fostering trust and satisfaction. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 21 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au b) Involving staff in the development of customer service practices fosters a sense of ownership and commitment. Employees on the front lines often have valuable insights into customer preferences and pain points. Their involvement not only leads to more effective strategies but also boosts morale and teamwork, enhancing overall service quality and customer satisfaction. c) Evaluating staff and customer feedback is essential for continuous improvement. Staff feedback provides insights into training needs, process improvements, and employee engagement, fostering a culture of learning and development. Customer feedback, on the other hand, highlights areas of strength and weakness in service delivery, enabling organizations to make necessary adjustments and maintain high levels of satisfaction and loyalty. Q22: Discuss four (4) methods, listed, in the table below, of assessing the effectiveness of customer service practices. Write your answer in 150- 200 words. Satisfactory response Yes ☐ No ☐ Method Explanation of the effectiveness of use Examining overall business performance Monitoring the ongoing effectiveness of: o Staff in meeting customer service standards o Policies and procedures in explaining practices Assessing overall business performance, including financial indicators, can indicate the impact of customer service practices on organizational success. A positive correlation reflects effective customer service strategies and practices. Staff in Meeting Customer Service Standards: Regularly assessing staff performance against customer service standards ensures consistent service quality, identifies training needs, and reinforces a customer-focused culture within the team. Policies and Procedures in Explaining Practices: Continuously monitoring how well policies and procedures are understood and followed helps identify areas for clarification or improvement, ensuring that staff consistently apply established service practices. . BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 22 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Reviewing numbers and nature of:  Complaints  Disputes  Responses of customers Complaints: Analyzing complaint data provides insights into specific areas of dissatisfaction, allowing businesses to address root causes, implement corrective measures, and enhance service quality to prevent recurring issues. Disputes: Reviewing dispute patterns helps identify potential shortcomings in service delivery. Resolving disputes efficiently is crucial for customer satisfaction, and analyzing their nature guides improvements in conflict resolution procedures. Responses of Customers: Monitoring customer responses, especially their engagement and sentiment, provides a real-time gauge of service satisfaction. Proactive measures can then be taken to address concerns promptly and maintain a positive customer experience Reviewing customer satisfaction survey statistics Analyzing survey results offers quantitative insights into customer satisfaction levels. Understanding specific strengths and weaknesses allows businesses to tailor strategies for continuous improvement, ensuring sustained high-quality customer service. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 23 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Q23: List seven (7) methods of obtaining feedback from customers. Satisfactory response Yes ☐ No ☐ 1.Employ organised questionnaires to obtain comprehensive information about consumer experiences through customer surveys. 2. Feedback Forms: Use forms to get feedback from customers by posting them online or at physical locations. 3. Focus Groups: Hold discussions in-depth about customers' opinions and feedback in groups. 4. Internet Reviews: Track and examine comments on review websites. Social media listening involves monitoring and examining remarks and mentions on various social media platforms. 6. Customer conversations: For in-depth qualitative insights, do individual conversations with customers. 7. Mystery Shopping: Use assessors in disguise to gather anonymous feedback on the calibre of services. Q24: List any six (6) modern approaches/trends in customer service and how would you communicate them to the staff involved in service delivery. Give any four (4) ways to communicate with staff. Satisfactory response Yes ☐ No ☐ Current Methods and Patterns in Customer Service: 1. Personalisation: Adapt offerings to each client's unique tastes. 2. Omnichannel Support: Deliver smooth assistance through many channels. 3. Chatbots and AI: Use automated technologies to facilitate speedy and effective communications with customers. 4. Self-Service Options: Give clients the freedom to take care of problems on their own. 5. Social Media Engagement: Make use of social media channels to communicate with customers. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 24 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au 6. Proactive Customer Service: Recognise and attend to client demands in advance of their occurrence. Staff Communication: 1. Training seminars: Hold seminars to inform employees about novel strategies while highlighting their advantages. 2. Internal Memos/Emails: Provide guidelines and details in internal communications to share information on trends. 3. Team Meetings: Set up frequent team get-togethers for candid dialogue and Q&A sessions. 4. Digital Learning Platforms: Make use of online resources to conduct interactive training sessions, making sure Q25: List two (2) Industry schemes, two (2) accreditation schemes and two (2) codes of conduct aimed at improving customer service.. Satisfactory response Yes ☐ No ☐ Sectoral Plans: 1. Customer Service Excellence (CSE) Programme: This programme pays tribute to companies who provide exceptional customer service and provides recommendations for enhancement. 2. Better Business Bureau (BBB): A BBB accredited business has a demonstrated commitment to moral business conduct, which includes upholding high standards for customer service. Schemes for Accreditation: First, the ISO 9001:2015 Quality Management System Organisations that meet strict quality management standards with a focus on customer satisfaction are certified by this international standard. 2. Institute of Customer Service (ICS) Accreditation: An organization's dedication to superior customer service is demonstrated by ICS accreditation, which sets a standard for other organisations. Codes of Conduct: 1. International Customer Service Institute (ICSI) Code of Ethics: This code outlines ethical standards for customer service professionals globally. 2. Australian Customer Service Association (ACSA) Code of Conduct: In Australia, ACSA provides a code of conduct for customer service practitioners, promoting professionalism and excellence. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 25 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Q26: Briefly explain how the following areas having organisational policies and procedures can assist in ensuring quality customer service in 200- 250 words: 1) Acknowledging and greeting customers 2) Complaint and dispute management 3) Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation 4) Loyalty programs 5) Presentation standards for customer environment and customer service personnel 6) Pricing and service guarantees 7) Product quality 8) Refunds and cancellation fees 9) Response times 10)Staff training for: • Customer Service • Technical Skills Satisfactory response Yes ☐ No ☐ 1. Greeting and Acknowledging Customers: Interactions with customers start off well when policies are in place regarding these aspects. From the moment a customer interacts with the business, it guarantees uniformity in the manner, cultivating a friendly environment and showcasing a dedication to their pleasure. 2. Handling complaints and disputes: Clearly established procedures offer a methodical framework for resolving conflicts. This not only keeps customers confident in the company's dedication to problem-solving, but it also aids in locating the source of the problem, putting preventative measures in place, and addressing concerns quickly. The process of resolving complaints, conflicts, and service concerns is streamlined when the BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 26 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au authority levels of staff members are clearly defined. By empowering staff to handle problems quickly and effectively, they reduce delays and show that they are attentive . 3. Authority for Various Level Employees: Defining staff members' degrees of authority when handling complaints, conflicts, and service concerns helps to expedite the settlement process. This gives staff members the authority to handle problems quickly, cutting down on delays and displaying sensitivity to client concerns. 4. Loyalty Programmes: The rules guiding these initiatives guarantee openness and uniformity in the perks and prizes offered. By outlining the terms and conditions of participation, earning, and redeeming rewards in explicit terms, this fosters consumer loyalty and creates trust. 5. Presentation Standards: Having uniform and businesslike appearances is ensured by setting presentation standards for the customer area and service staff. This improves the customer experience overall, strengthens the brand's image, and makes a good first impression. 6. Pricing and Service warranties: Policies pertaining to pricing and warranties for services give clients confidence. 7. Product Quality: Stability and consistency are guaranteed by enforcing stringent regulations on product quality. This strengthens the organization's commitment to providing value by allowing customers to expect the same level of quality with every purchase, which increases consumer trust and happiness. 8. Cancellation and refund policies: Customers and employees should be aware of the clear policies on cancellation and refund policies. Because of this openness, there are fewer misconceptions, such situations are handled fairly and consistently, and trust is upheld even under trying conditions. 9. Response Times: In order to control consumer expectations, response time regulations must be established. Ongoing customer satisfaction and a favourable impression of the company are enhanced by prompt responses, which show attention to detail and a dedication to meeting needs. 10. Staff training policies guarantee that workers has the necessary knowledge and skills to satisfy customers by providing them with technical and customer service training. This training investment helps to create a trained team that can provide excellent customer service, successfully resolve problems, and continuously improve relationships with customers. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 27 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Q27: Discuss the objectives, components and comprehensive details of consumer protection laws in relation to customer service and the businesses responsibilities, in particular: • Nominating and charging cancellation fees • Providing information on potential price increases • Providing refunds • Supplying products as described or substituting suitable products when unable • Formats for and content of policies and procedures. Write your answer in 250-300 words. Satisfactory response Yes ☐ No ☐ The purpose of consumer protection legislation is to defend the rights and interests of customers by guaranteeing honest and open company dealings. These laws cover different facets of the customer-business interaction and have distinct goals and components in the context of customer service. Choosing and Assessing the Cancellation Fees: Goals: The goal of consumer protection laws is to stop unethical cancellation fee activities. Companies must make sure that these fees are fair and commensurate with the real expenses spent, as well as that they are clearly communicated to customers. Fairness and transparency are crucial. Components: Businesses are required by law to declare cancellation policies in a clear and noticeable way. Additionally, they mandate that companies support their pricing with evidence of real expenses incurred or losses sustained as a result of the cancellation. Providing Details Regarding Future Price Increases: Giving Notice of Possible Price Increases: aims: Consumer protection regulations require firms to give advance notice of any future price increases in order to protect customers against unanticipated price hikes. Customers are then able to budget appropriately and make well-informed judgements. Elements: The amount of time that firms have to inform clients of upcoming pricing adjustments is stipulated by law. Furthermore, they can mandate that companies offer concise justifications for the pricing changes. Giving Back Refunds: Goals: Businesses must provide refunds for defective or misleading goods and services in accordance with consumer protection legislation. This guarantees that buyers will be fairly compensated for their purchases. Elements: According to the laws, there are specific circumstances in which refunds are required, including damaged goods, contract violations, and deceptive advertising. They might also set the schedule for handling refunds. Providing the Items as Described or Changing the Appropriate Items: Goals: Companies have to deliver goods that match the requirements mentioned in sales BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 28 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au brochures or contracts. Consumer protection regulations require that, in the event that a replacement is required, it must be of a similar or higher calibre. Components: Businesses are required by law to give accurate product descriptions and to notify customers of any possible substitutes. If substitutes are used, companies have to make sure they meet the functional and quality requirements of customers. Policies and Procedures' Formats and Content: Goals: Transparency in business processes is emphasised by consumer protection regulations. It is imperative that policies and procedures be explicit, easily accessed, and understandable by clients to avoid any uncertainty or misinterpretation. Laws may include provisions governing the language to be used, the visibility of BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 29 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Pre-Assessment Checklist: Task 2 - Skills Test The purpose of this checklist The pre-assessment checklist helps students determine if they are ready for assessment. The trainer/assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the trainer/assessor must provide relevant information to the student to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it. Section 1: Information for Students  Make sure you have completed the necessary prior learning before attempting this assessment.  Make sure your trainer/assessor clearly explained the assessment process and tasks to be completed.  Make sure you understand what evidence is required to be collected and how.  Make sure you know your rights and the Complaints and Appeal process.  Make sure you discuss any special needs or reasonable adjustments to be considered during the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your trainer/assessor).  Make sure that you have access to a computer and the internet (if you prefer to type the answers).  Make sure that you have all the required resources needed to complete this Assessment Task (AT).  The due date of this assessment task is in accordance with your timetable.  In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be granted by the trainer/assessor. Evidence of the compelling and compassionate circumstances must be provided together with your request for an extension to submit your assessment work.  The request for an extension to submit your assessment work must be made before the due date. Section 2: Reasonable adjustments I confirm that I have reviewed the Reasonable Adjustments guidelines and criteria as provided in Appendix A and attached relevant evidence as required and select the correct checkbox. ☐ I do require reasonable adjustment. Please tick the above ONLY if you require a reasonable adjustment. Declaration (Student to complete)  I confirm that the purpose and procedures of this assessment task has been clearly explained to me.  I confirm that I have been consulted about any special needs I might have in relation to the assessment process.  I confirm that t he criteria used for this assessment has been discussed with me, as have the consequences and possible outcomes of this assessment.  I confirm I have accessed and understand the assessment information as provided in the Training Organisation’s Student Handbook.  I confirm I have been given fair notice of the date, time, venue and/or other arrangements for BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 30 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au this assessment.  I confirm that I am ready for assessment. Student Name: ______ Jasvir Kaur ________________________________ Student Signature: _____ Jasvir Kaur ______________________________ Assessment method-based instructions and guidelines: Skills Test Assessment type  Skills Test - Prepare a Quality Customer Service policy and procedure Plan Instructions provided to the student: Assessment task description:  This is the second (2) assessment task you must successfully complete to be deemed competent in this unit of competency.  This assessment task is a Skills Test.  You are required to draft a quality customer service plan in this assessment task.  The student must submit the following documents to the assessor/trainer as evidence of their skill knowledge.  Completed template for the survey.  Completed template of the survey results sheet.  Completed template of a customer service plan.  You will receive your feedback within two (2) weeks,and you will be notified by your trainer/assessor when your results are available.  You must attempt all activities of the project for your trainer/assessor to assess your competence in this assessment task. Applicable conditions:  This skill test is untimed and is conducted as an open book assessment (this means you are able to refer to your textbook or other learner materials during the test).  You will be assessed independently on this assessment task.  No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.  As you complete this assessment task, you are predominately demonstrating your skills, techniques and knowledge to your trainer/assessor.  Your trainer/assessor may ask you relevant questions during this assessment task Resubmissions and reattempts: BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 31 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au  Where a student’s answers are deemed not satisfactory after the first attempt, a resubmission attempt will be allowed.  The student may speak to their trainer/assessor if they have any difficulty in completing this task and require reasonable adjustments.  For more information, please refer to the Training Organisation’s Student Handbook. Location:  This assessment task may be completed in: ☐ a classroom ☐ learning management system (i.e. Moodle), ☐ workplace, ☐ or an independent learning environment.  Your Trainer/Assessor will provide you with further information regarding the location for completing this assessment task. Purpose of the assessment This assessment task is designed to evaluate your following skills and abilities:  Skill to obtain information on needs, expectations and satisfaction levels of customers using both formal and informal research along with feedbacks, surveys and analysis on changes in internal and external environments.  Skill to develop and produce comprehensive yet easily accessible policies and procedures required for quality service provision.  Skills to research and develop customer service code of conduct in different areas of the business.  Skills to analyse and review the new policies whether these are working as per the standards or not.  Skills to communicate with customer and staff in developing policies and procedures.  Skills to design the questionnaire in order to know the customer preference.  Skills to analysethe external and internal environment of the business and identify any contingency that business may face in future.  Skills to assess the productivity and effectiveness of the new policies.  Skills to discuss customer service expectations and standard to the employees. Task instructions  This is an individual assessment.  To ensure your responses are satisfactory,you should consult a range of learning resources and other information such as handouts, textbooks, learner resources etc.  You are required to draft a Quality Customer Service plan.  Your writing must be concise, to the point, not provide irrelevant information and according to the word limit given.  You must write your responses in your own words.  You will be required to complete all parts of this assessment task. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 32 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Assessment Task 2 - Skills Test Skills Test: Scenario: You are working as a Customer Serv at the Flicker Hotel. You have been working here for the last year and management is quite impressed with your work. For the last three months, there has been an increase of customers complaints due to some issues with customer service. Management has asked you to identify the issues and make changes in the policies and procedures for the hotel to increase the quality of customer service experience for customers. You have to perform the following two (2) activities in which you have to identify the gaps in the old policies and procedures in order to develop the new policies and procedures for quality customer service in the hotel. Activity 1: UST 1: You need to obtain information on customer needs, expectation and satisfaction levels by using formal and informal customer interviews and surveys. You can refer to Appendix C to find the information, or you can obtain the information from other sources. Develop the template provided by the survey and write some questions based on the experience of customers and staff members regarding customer service practices and products in the hotel. You need to print out five (5) copies of survey template after writing the questions about customer service practices and give these survey copies to any three (3) customers and two (2) to staff members. Your colleagues will act as customers, and your trainer/assessor will act as your staff members. If there are insufficient numbers of students, then your trainer will fill in these surveys by assuming different customers and staff members based on the questionnaires that you have written. They will give their feedback according to the questionnaires on survey paper. Your trainer/assessor will be acting as the manager of Flicker Hotel to whom you need to communicate about the customers’ feedback on products and customer services. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 33 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Template for Survey: Date: Age: Gender: M / F / U Please rate your level of agreement to every question on a scale of 1 to 4 (1 being Disagree, 2 being Somewhat disagreed, 3 Somewhat agreeing, and 4 being Totally agreed) No Questions Rating Comment 1 How satisfied are you with the cleanliness of your room? 3 Efficient, but room for improvement 2 Were the hotel staff courteous and helpful during your stay? 4 Very welcoming and friendly 3 Did you find the amenities provided in your room satisfactory? 2 Slightly rude and inattentive 4 How would you rate the quality of the meals served at our restaurant? 1 Complaints were not addressed in a timely manner 5 Were you promptly attended to when you approached the front desk for assistance? 2 Delayed and not in line with policy 6 Did you experience any issues during your stay? If yes, please specify. 1 Policy adherence was lacking 7 How likely are you to recommend our hotel to friends or family? 3 Generally good, but with notable exceptions 8 Were you satisfied with the overall value for money during your stay? 2 Communication could be improved 9 How comfortable were the beds in your room? 3 Mostly professional, but some instances of unprofessional behavior 10 How would you rate the overall ambiance of the hotel? 2 Unlikely to recommend due to issues encountered BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 34 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Template to store survey result in excel sheet Rating No Date Age Gende r No 1 No 2 No 3 No 4 Comments 1 7/2/2024 25 M 3 4 2 3 Friendly staff 2 8/2/2024 35 F 2 2 1 2 Slow service at reception 3 9/2/2024 9 F 4 3 4 3 Excellent overall 4 10/2/2024 46 M 1 1 2 1 Rude waiter 5 14/2/2024 38 M 2 3 3 2 Policy confusion 6 15/2/2024 28 F 3 4 3 3 Communication lacking 7 17/2/2024 24 M 4 3 4 3 Satisfactory service 8 18/2/2024 31 M 2 3 2 2 Professionalism concerns 9 19/2/2024 28 M 3 4 3 3 Mixed experience 10 20/2/2024 30 F 2 2 2 2 Adequate but room for improvement As you get feedback from customers and staff and information regarding the issues in the previous policies and procedures of customer service practices, you need to calculate the average of ratings given by your customers and staff on feedback surveys by analysing them using appropriate software. You have found three major complaints from customers where customers have given a very low ranking. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 35 of 64 Comments / Feedback:

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au These complaints are as followings: Note : Words are not grammatically corrected to represent actual customer jargons and practicality: Complaint 1. I entered the hotel and went to the reception. Nobody was there; I stood for almost 20 minutes. One guy came and asked about any help. He didn’t even greet me well. It was the worst experience of my life. Complaint 2. I ordered roasted chicken with red wine. The waiter served me the dishes in a rude manner. I complained about that behaviour to the manager of the hotel, but he ignored my complaint and told me that he would ask waiter later on as he is not having enough time for taking complaints at the moment. Complaint 3. I booked a meeting at this hotel for the staff. It was on Friday, and unfortunately, we had to cancel our booking. According to hotel policy and procedure, they must give us a refund of 80% booking fee, but instead of giving 80% they gave me only 20% of the money back. The management said policy had been changed one day prior to your booking, but I have the document which states about the policy of refund for 80%. Even it took around two months to refund the money. You have to analyse these complaints and speak to the management regarding these complaints and also read the previous policies and procedures of this hotel to develop better customer service practices. UST 2: You have to identify Flicker hotel’s internal and external environmental aspects in order to assess their effect and impact on planning and implementing quality customer service in the workplace. Assess internal strengths and weaknesses, as well as its external opportunities and threats to obtain information on customer needs, expectation and satisfaction level. A SWOT analysis focuses on four elements allowing companies to identify the forces influencing a strategy, action or initiative. Knowing these positive and negative elements can help companies more effectively communicate what parts of a plan need to be recognized. Identify two (2) Strengths, Weaknesses, Opportunities and Threats and list out at least one strategy to use the combination so that resulting strategy can improve quality service. Based on the above strategies in each quadrant, list out changes required in the current status of this hotel. These finding will be a part of the proposal in change management that you need to integrate into planning for quality service. Strengths (internal and external) a. a) Brand Reputation: Flicker Hotel has a strong brand reputation in the market, known for its quality services and amenities. Strategy: Leverage the positive brand image to attract and retain customers through targeted marketing campaigns emphasizing the hotel's strengths. Opportunities (internal and external) a. a) Market Expansion: With growing tourism and business opportunities, there's potential to expand the hotel's market reach. Strategy: Develop partnerships with travel agencies and local businesses to promote the hotel, tapping into new customer segments. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 36 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au b) b . Strategic Location: The hotel is strategically located near key attractions and business centers, enhancing its appeal to a diverse customer base. Strategy: Capitalize on the strategic location by offering packages and services tailored to both business and leisure travelers. b. a) Technological Advancements: Embrace emerging technologies to enhance customer experience, such as online booking platforms and smart room features. Strategy: Invest in a user-friendly mobile app for seamless bookings, personalized services, and quick issue resolution. Weaknesses (internal and external) a.  Staff Training: Inconsistent staff training programs may lead to variations in service quality. Strategy: Implement regular training sessions to enhance staff skills and ensure a consistent and high-quality service experience. b.  b. Outdated Infrastructure: Aging facilities may impact the overall guest experience. Strategy: Develop a phased renovation plan to upgrade facilities, focusing on areas that directly impact customer satisfaction. Threats (internal and external) a.  Intense Competition: Increasing competition from new hotels and alternative accommodation options. Strategy: Differentiate Flicker Hotel by emphasizing unique offerings, such as themed events, exclusive partnerships, or loyalty programs.  b . Economic Downturn: Economic uncertainties may impact travel budgets and reduce customer spending. Strategy: Implement flexible pricing strategies, loyalty programs, and promotional packages to attract and retain customers during economic challenges . BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 37 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Modifications 1. Improved Staff Training: To solve flaws and guarantee a continuously high degree of service, bolster internal training initiatives. 2. Technology Integration: To improve communication, expedite the booking process, and offer contemporary amenities, invest in technology updates. 3. Infrastructure Renovation: To increase overall guest satisfaction, create a staged plan for updating out-of-date amenities. 4. Strategic Marketing: Create and carry out focused marketing initiatives to make the most of advantages and seize market opportunities. 5. Service Diversification: To reach a wider clientele and counter potential risks from economic downturns, provide new services or packages. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 38 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Activity 2: As you have analysed the old policies and procedures and the complaints from customers you need to develop new policies and procedures for three areas of quality customer service in order to meet industry standards and quality service provision. Develop these policies and procedures which are readily available to customer and staff. To develop these policies and procedures, you need to encourage and provide opportunities for your colleagues to participate in the process of developing customer service practices. For this, conduct a meeting with staff and explain the complaints mentioned above. Ask them for their suggestion, and to encourage them, you have put a $100 reward for the most appropriate suggestion that would lead to daily discipline. These areas will be: • Complaint and dispute management • Refunds and cancellation fees • Acknowledging and greeting customers Complaint and Dispute Management Policy and Procedure: Objective: To address customer complaints and disputes promptly and effectively, ensuring customer satisfaction and retention. Procedure: Complaint Submission:  Customers can submit complaints in person, through the hotel website, or via a dedicated hotline.  Staff must record details, including the nature of the complaint, customer information, and the date. Immediate Acknowledgment:  Upon receiving a complaint, staff must acknowledge it immediately, expressing empathy and understanding.  Provide customers with a reference number for tracking purposes. Investigation and Resolution:  Designate a dedicated team to investigate and resolve complaints promptly.  Communicate with the customer throughout the process, updating them on the status and expected resolution time. Escalation Process: If the guest is not satisfied, the issue is escalated to the guest relations manager, who personally addresses the matter and ensures a satisfactory resolution. Documentation: BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 39 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au  Maintain a comprehensive record of each complaint, detailing the investigation process, actions taken, and the final resolution.  Use the feedback to identify areas for improvement. Refunds and Cancellation Fees Policy and Procedure: Objective: To provide transparent and fair policies for refunds and cancellation fees, ensuring customer trust and loyalty. Procedure: Refund Eligibility: A guest requests a refund due to a medical emergency. The hotel, adhering to the policy, processes a full refund upon receiving valid documentation within the stipulated time frame. Cancellation Fees: A guest cancels a reservation with a notice period shorter than the specified requirement, and the system automatically calculates and communicates the applicable cancellation fee. Refund Process: The finance team processes the refund within 48 hours, and the guest receives an email confirmation with details of the refund transaction. Communication: The hotel's website prominently displays refund and cancellation policies, and booking confirmation emails include clear information on applicable fees. Acknowledging and Greeting Customers Policy and Procedure: Staff Training: During training, staff members participate in role-playing exercises to practice warm greetings and acknowledge different scenarios. Designated Greeting Points: Staff stationed at the hotel entrance warmly welcome guests, offering assistance and guidance. Personalized Greetings: A front desk staff member recognizes a returning guest, addressing them by name and expressing gratitude for their loyalty. Greeting Script: The front desk provides a scripted greeting that includes a warm welcome, inquiry about the purpose of the visit, and offers of assistance Feedback Mechanism: Guests are encouraged to provide feedback on staff greetings through a post-stay survey, and positive feedback is publicly recognized with a "Greeting Star of the Month" award. Reward System: BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 40 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Incentive: A $100 reward will be given monthly to the staff member who receives the most positive customer feedback related to daily discipline, including greetings, helpfulness, and overall positive interactions. The reward will be presented publicly to acknowledge and motivate exemplary customer service. UST 3: 3.1 You have to prepare Quality Customer Service policies and procedures for complaint and dispute management based on complaint number 2. The plan should consist of a step by step process on what, how and when the actions need to be taken for any given dispute/complaint condition. As we know, the business environment has become very sophisticated, a disgruntled customer or employee may lead to loss of revenue for the company. At the moment, Flicker Hotel is very concerned about its complaint system. Suggest some complaint handling mechanisms for them. No Complaint Concerned department Employee’s name to handle the complaint Procedure: 1 Rude service during dinner Restaurant jack Upon receiving the complaint, the restaurant manager will be notified immediately. 2 Unpleasant handling of complaint by the manager Guest Relations john The Guest Relations Manager will review the complaint, ensuring empathy and understanding. 3 Refund discrepancy and delay Finance cheery The Finance Department will investigate the refund process and address any discrepancies. 3.2 Refunds and cancellation fees. As the hotel has received a complaint (number 3) regarding its refund policy, you have to develop a new refund policy and procedure for this hotel in order to increase quality customer service. A Return and Refund Policy is the agreement where the company inform customers about the policies regarding returns and refunds. The plan should include the following information:  How many days they have to cancel a booking 7 Days Prior to Check-in Date  How will they receive the refund (credit or replacement) Original Payment Method (Credit Card, Bank Transfer) BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 41 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au  What will be the cancellation fees Based on Time of Cancellation:  0 to 3 Days: 100% of Booking Fee  4 to 7 Days: 50% of Booking Fee  Information provided regarding the refunds  Guests must cancel at least 7 days before the check-in date to receive a full refund.  Refunds will be processed using the same payment method used for the original transaction.  Guests will receive email confirmation of the refund transaction. 3.3 You have to prepare Quality Customer Service policies and procedures for acknowledging and greeting customers based on complaint number 1. The plan should consist of a step by step process on what, how and when the actions need to be taken for any given condition. “When – Condition” represents the case for which the plan should be and “What to do” represents the action to be performed. This plan will involve how to make the customer feel welcome and appreciated. This plan will involve your future procedures as to how you will welcome the customer, what will be your lines or greetings when the customer leaves, what will be appropriate things to say when the customer is waiting for an extended time for a product. Example: If you want to put “address customers from a reasonable distance” under what to do, it will be “always” under” when” Column. Sno When – Condition What to do 1 Upon customer entering the hotel lobby Greet the customer warmly with a smile and make eye contact. 2 Customer approaches the reception/front desk stand up and welcome the customer verbally, addressing them by "Sir" or "Madam". Offer assistance promptly. 3 Customer waiting for an extended time for a product Approach the customer with a friendly demeanor and apologize for the wait. Provide updates on the status of their request and offer alternatives or complimentary services to make their wait more comfortable. 4 Thank the customer for choosing Flicker Hotel BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 42 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Customer leaving the hotel and express hope to see them again soon. Offer assistance with luggage or transportation if needed. 5 Customer expresses dissatisfaction with service Listen actively to the customer's concerns, empathize with their experience, and reassure them that their feedback is valued. Apologize sincerely and offer immediate resolution or escalation to a supervisor if necessary. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 43 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Performance Criteria/Performance Checklist Your task must address the following performance criteria/ performance checklist. To be assessed as satisfactory (S) in this assessment task the participant needs to demonstrate competency in the following critical aspects of evidence S N/S Trainer/Assessor to complete. (Comment and feedback to students If N/S) a) Successfully identified customer needs, expectations and satisfaction level through feedback and surveys.   b) Successfully researched customer service requirements and current policies and procedures form different sources.   c) Effectively calculated and interpreted customer satisfaction statistics and business performance data.   d) Successfully identified the internal and external environments, current industry trends, strength and weakness of the company and devised an appropriate strategy to handle them.   e) Analysed previous policies and procedures of the hotel.   f) Effectively involved customers and staff to give feedback about the quality of customer service in the hotel.   g) Successfully produced comprehensive yet easily accessible policies and procedures that provide service expectations.   BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 44 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Pre-Assessment Checklist: Task 3 - Role Play The purpose of this checklist The pre-assessment checklist helps students determine if they are ready for assessment. The trainer/assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the trainer/assessor must provide relevant information to the student to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it. Section 1: Information for Students  Make sure you have completed the necessary prior learning before attempting this assessment.  Make sure your trainer/assessor clearly explained the assessment process and tasks to be completed.  Make sure you understand what evidence is required to be collected and how.  Make sure you know your rights and the Complaints and Appeal process.  Make sure you discuss any special needs or reasonable adjustments to be considered during the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your trainer/assessor).  Make sure that you have access to a computer and the internet (if you prefer to type the answers).  Make sure that you have all the required resources needed to complete this assessment task.  The due date of this assessment task is in accordance with your timetable.  In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be granted by the trainer/assessor. Evidence of the compelling and compassionate circumstances must be provided together with your request for an extension to submit your assessment work.  The request for an extension to submit your assessment work must be made before the due date. Section 2: Reasonable adjustments I confirm that I have reviewed the Reasonable Adjustments guidelines and criteria as provided in Appendix A and attached relevant evidence as required and select the correct checkbox. ☐ I do require reasonable adjustment. Please tick the above ONLY if you require a reasonable adjustment. Declaration (Student to complete)  I confirm that the purpose and procedures of this assessment task has been clearly explained to me.  I confirm that I have been consulted about any special needs I might have in relation to the assessment process.  I confirm that t he criteria used for this assessment has been discussed with me, as have the consequences and possible outcomes of this assessment.  I confirm I have accessed and understand the assessment information as provided in the Training Organisation’s Student Handbook.  I confirm I have been given fair notice of the date, time, venue and/or other arrangements for this assessment.  I confirm that I am ready for assessment. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 45 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Student Name: _____ Jasvir Kaur _________________________________ Student Signature: ____ Jasvir Kaur _______________________________ Assessment method-based instructions and guidelines: Role Play Assessment type  Role Play Instructions provided to the student: Assessment task description:  This is the third (3) assessment task you must successfully complete to be deemed competent in this unit of competency.  This assessment task is comprised of a role play to be completed in front of your trainer/assessor.   You will receive your feedback within two (2) weeks,and you will be notified by your trainer/assessor when results are available. Applicable conditions:  This role play/presentation is timed.  The time allowed to develop required resources for presentation is 3 weeks prior to the presentation.  Electronic devices are allowed during this assessment task.  You must complete the task independently.  No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.  As you complete this assessment task, you are predominately demonstrating your practical skills, techniques and knowledge to your trainer/assessor.  Your trainer/assessor may ask you relevant questions during this assessment task. Resubmissions and reattempts:  Where a student’s answers are deemed not satisfactory after the first attempt, a resubmission attempt will be allowed.  The student may speak to their trainer/assessor if they have any difficulty in completing this task and require reasonable adjustments.  For more information, please refer to the ‘Training Organisation’s Student Handbook. Location:  This assessment task may be completed in: ☐ a classroom BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 46 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au ☐ learning management system (i.e. Moodle), ☐ workplace, ☐ or an independent learning environment.  Your trainer/assessor will provide student further information regarding the location for completing this assessment task. Information for attempting a role play:  Please note that the task includes participation in the role play.  Role plays provide a controlled environment in which students can practice skills, roles and processes.  In addition to preparing for your own role-play, learning is reinforced by observing other team members and offering comments and constructive feedback.  This role play focuses on the elements and performance criteria for this unit of competence, which is available on the training website http://training.gov.au .  You must present your role play to your trainer/assessor on the due date.  Reasonable adjustments will be allowed for those candidates who are eligible to receive them.  Please read through the instructions and assessment information carefully, prior to commencing these tasks. Purpose of the assessment This assessment task is designed to evaluate your following skills and abilities: • Skills to obtain information on the issues customers are facing with the services. • Skills to encourage the staff to participate in assessing the effectiveness of policies and procedures. • Skills to get feedback from the customers about the services of the organisation. • Skills to effectively communicate procedures and policies to employees. • Skills to act as a role model to show the staff the high level of customer services expected from them. • Skills to read consumer law characteristics and other observational data in order to make it more comprehensive for the other staff. • Writing skills to produce easily understandable and well-formulated policies. • Numeracy skills to calculate and interpret customer satisfaction statistics and business performance data. • Problem-solving skills to address the issues that customers are facing. • Self-management and technological skills to interpret the data and change that into meaningful information to solve problems • Skills to perform effective monitoring procedures to ensure that staff is working according to the expected standards. • Skills to identify any flaw in the modified or new procedures, if customers are still facing problems then change the current one. • Skills to develop new policies and procedures based on customers’ and staff’s feedback in order to build long term relationship with customers. Task instructions • This assessment task requires you to assume/ take on the role of customer service manager in Flicker Hotel. • You are required to perform two (2) activities in this assessment task. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 47 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au • You must monitor and assess the effectiveness of developed policies and procedures and adjust accordingly. • You are required to design questionnaire to ask questions from customers to get their feedback, required tables and notes will be formed before or after the role play and will be presented to the assessor. • You must assume the whole class as employees and customers and get feedback on if they understood their roles and responsibilities along with team goals. • You will submit a preparatory work to you before presenting. • Your assessor/trainer will assess your performance as per the performance criteria and checklist provided. • For statistical data analysis, you should use MS Excel to analyse and create graphs. • You must refer to appendix C to get more information about the current policies and procedures of the hospitality industry and consumer protection law standards. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 48 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Assessment Task 3 - Role Play Role Play You are working as a customer service manager in Flicker Hotel. As you have recently made changes in customer service policies and procedure in three business areas in which this hotel was receiving complaints. You need to implement and monitor these policies and procedures in the workplace over four service periods in this task to check their effectiveness. For this, you need to perform the following two activities in order to complete this task: Activity 1: There are approximately 15 employees working in the hotel in 2 shifts. Conduct a meeting and discuss the following aspects regarding quality customer service policies and procedures that you have developed. (In this activity, your trainer will act as manager, and fellow students will act as other staff members. If there is only one student in the class, then your trainer will act in multiple roles.) RP 1: You need to communicate the policies and procedures that you have developed. Discuss their roles and responsibilities based on policies and procedures for three areas where this hotel is getting complaints. Housekeeping Department - Cleanliness Complaints: Policy: Implementing a stringent cleaning protocol to maintain high standards of cleanliness in guest rooms and public areas. Procedure: Assign specific cleaning tasks to each housekeeping staff member and ensure they adhere to the established standards. Conduct regular inspections to identify any cleanliness issues and address them promptly. Role and Responsibilities: Housekeeping Supervisor/Manager: Oversee the implementation of cleaning protocols, conduct inspections, and address any cleanliness issues. Housekeeping Staff: Follow the assigned cleaning tasks diligently, report any maintenance issues or cleaning deficiencies, and maintain a high level of cleanliness in their designated areas. Front Desk/Reception - Customer Service and Complaint Handling: Policy: Prioritizing customer satisfaction through efficient and empathetic complaint handling and service delivery. Procedure: Provide comprehensive training to front desk staff on effective communication, complaint resolution, and service recovery strategies. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 49 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Establish clear escalation procedures for handling complex or escalated complaints. Role and Responsibilities: Front Desk Manager: Ensure that all front desk staff are trained in complaint handling procedures, monitor customer interactions, and provide support as needed. Front Desk Staff: Greet guests warmly, actively listen to their concerns, resolve issues promptly within their authority, and escalate unresolved complaints to the appropriate supervisor or manager. Food and Beverage Department - Service Quality Complaints: Policy: Ensuring consistent quality and service standards in food and beverage offerings. Procedure: Conduct regular training sessions for kitchen and service staff on food preparation techniques, presentation standards, and customer service etiquette. Implement quality control measures to monitor food quality and presentation before serving to guests. Role and Responsibilities: Food and Beverage Manager: Oversee the implementation of quality control measures, monitor service standards, and address any issues related to food quality or service. Kitchen and Service Staff: Adhere to established food preparation and service standards, maintain cleanliness and hygiene in the kitchen and dining areas, and prioritize customer satisfaction in every interaction. RP 2: Monitor the effectiveness of the new policies and procedures for quality customer service in the workplace by doing an inspection and asking the customers about the quality of customer service to BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 50 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au ensure standards are met accordingly. You need to monitor customer service practices over four service periods. Scenario: Inspection and Customer Feedback Manager (Trainer): Customer Service Manager, it's time to monitor the effectiveness of the new policies. Conduct an inspection and ask customers about their experience. Customer Service Manager (Student): During my inspection, I noticed staff members adhering well to the new procedures. I also interviewed several guests, and overall, they expressed satisfaction with the improved service. Some mentioned they appreciated the clear refund policies. Customer Service Manager (Student): During the inspection, I observed Mary explaining the updated refund policies accurately to a guest. Additionally, I interviewed Mr. Johnson, who praised the improved clarity in our cancellation procedures. Manager: Good to hear. Keep monitoring and gather feedback over the next service periods. RP 3: You observed that two employees are not greeting people in a professional manner. Customers have come to you and complained about these two staff members. Ensure your smile and tell the customer that you will handle the situation and conduct a training session for the two staff members according to policy and procedure for greeting and acknowledging customers in order to increase the quality customer service in the workplace. Customer Interaction: BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 51 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Approach the customer with a smile, demonstrating attentiveness and empathy. Thank the customer for bringing the issue to your attention and assure them that you will address it promptly. Employee Training Session: Schedule a training session for the two staff members involved, focusing on the policy and procedure for greeting and acknowledging customers. Communicate the importance of professionalism and positive customer interactions, emphasizing the role of greetings in creating a welcoming atmosphere. Review the established guidelines for greeting customers, including maintaining eye contact, using polite language, and offering assistance promptly. Provide practical examples and role-playing exercises to reinforce proper greeting techniques and ensure understanding. Policy and Procedure Implementation: Remind the staff members of the hotel's policies and procedures regarding customer service and the importance of adhering to them consistently. Clearly communicate the expectations for greeting and acknowledging customers in a professional manner, both in-person and over the phone. Reinforce the consequences of failing to meet these standards, including further training or disciplinary action if necessary. Follow-Up and Monitoring: Follow up with the two staff members after the training session to ensure understanding and address any questions or concerns. Monitor their interactions with customers closely over subsequent shifts to assess improvement and provide additional support or feedback as needed. Encourage ongoing practice and reinforcement of proper greeting techniques to embed them into their daily routine. By addressing the issue promptly and conducting tar BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 52 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au RP 4: As you are the main leader for all staff members, you need to act as a positive role model for professional standards of service industry personnel. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 53 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Leading by Example: Demonstrate professionalism, courtesy, and a positive attitude in all interactions with staff and customers. Model exemplary customer service behaviors, including active listening, empathy, and responsiveness to customer needs. Effective Communication: Communicate openly and transparently with staff, providing clear expectations, guidance, and constructive feedback. Foster a supportive and collaborative work environment where ideas and concerns are valued and addressed promptly. Continuous Learning and Development: Invest in my own professional development by staying updated on industry trends, best practices, and emerging technologies. Encourage and support staff members' ongoing learning and skill development through training programs, workshops, and mentorship opportunities. Activity 2: In this activity, you need to assess the effectiveness of customer service practices over four service periods. You need to do the following tasks in order to perform this activity: RP 5: Approach customers and staff and ask for their feedback on customer services in order to assess the effectiveness of customer service practices and improve the performance of staff members as well as policies and procedures. You need to assess the customers’ perception of the quality of the services you are offering. For this, you have planned a questionnaire. Print out the following template and give it to random customers to get their feedback. After the feedback, you have to calculate and interpret customer satisfaction statistics to assess the gaps in customer service. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 54 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Template for Feedback: Date: Age: Gender: M / F / U Please rate your level of agreement to every question on a scale of 1 to 4 (1 being Disagree, 2 being Somewhat disagreed, 3 Somewhat agreeing, and 4 being Totally agreed) No Questions Rating Comment 1 Was our staff prompt and helpful? 4 Staff was quick to assist and very helpful. 2 Did you find our facilities clean and well-maintained? 3 Generally clean, but some areas need attention. 3 Were our policies and procedures clear to you? 2 Policies were a bit confusing, especially regarding refunds. 4 Did our staff meet your expectations in greeting and assistance? 4 Friendly greetings and assistance throughout. 5 How satisfied are you overall with your experience? 3 Satisfied, but there's room for improvement. RP 6: You have found that two customers have given a low rating in three areas of customer service, and you need to make changes in your current policies and procedures to increase and improve the service quality. Customer Service Manager (Student): After reviewing recent feedback, it's clear we have areas to improve. Two customers highlighted concerns. One mentioned a lack of clarity in our cancellation policy, and another found our loyalty program confusing. To enhance service, let's refine our policies and ensure better communication. Changes Made: Cancellation Policy: Clarified language to avoid confusion. Guests will now receive a detailed explanation of our cancellation policy during booking confirmation. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 55 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Loyalty Program: Introduced a simplified guide for staff to explain the loyalty program to guests more effectively. RP 7: Based on the feedback given by the customer and staff, you need to review and develop new approaches to customer service. Communicate these changes to your staff in order to improve the quality of customer service in your hotel. Customer Service Manager (Student): Team, based on valuable feedback from both customers and staff, we've made some enhancements to our policies. It's crucial that we all understand these changes to provide a consistently improved service. Here's a brief overview: Cancellation Policy: We've clarified language to ensure guests understand our cancellation policy better. Always inform guests about the details during booking confirmation. Loyalty Program: We've introduced a simplified guide for explaining the loyalty program. Take a moment to familiarize yourself so you can confidently assist guests. Staff Member 5 (Student): Thanks for the update. I'll make sure to incorporate these changes in my interactions with guests. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 56 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Performance Criteria/Performance Checklist Your task must address the following performance criteria/ performance checklist. To be assessed as satisfactory (S) in this assessment task the participant needs to demonstrate competency in the following critical aspects of evidence S N/S Trainer/Assessor to complete. (Comment and feedback to students, If N/S) a) Performed in appropriate and professional body language, gestures and tone.   b) Obtained information on needs, expectations and satisfaction levels of customers using data analysis on feedback, surveys.   c) Provided opportunities for staff to give feedback and participate in the review process of customer service practices.   d) Identified systemic customer service problems and provided a solution to adjust policies and procedures to improve service quality.   e) Calculated and interpreted customer satisfaction statistics and business performance data.   f) Effectively monitored procedure for all components of the customer service system and adjusted changes in policies and procedures.   g) Successfully identified the roles and responsibilities of various staffs working.   h) Successfully conducted a training program for the staff.   i) Communicated changed policies and procedures with staff effectively in order to maximise the efficiency of quality customer service.   BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 57 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Appendix C: 1. Legislation The ACCC is an independent statutory authority that enforces the Competition and Consumer Act 2010 (previously the Trade Practices Act 1974) and other legislation.  The Competition and Consumer Act 2010  Main sections of the CCA  Exceptions under Commonwealth, state and territory legislation  More information The Competition and Consumer Act 2010 The Competition and Consumer Act 2010 (CCA) covers most areas of the market: the relationships between suppliers, wholesalers, retailers, and consumers. Its purpose is to enhance the welfare of Australians by promoting fair trading and competition, and through the provision of consumer protections. Broadly, it covers:  product safety and labelling  unfair market practices  price monitoring  industry codes  industry regulation – airports, electricity, gas, telecommunications  mergers and acquisitions. Main sections of the CCA  Part IIIA - third party access to nationally significant, essential facilities  Part IV - anti-competitive practices  Part IVB - industry codes of conduct  Part VI - enforcement and remedies  Part VII - authorisations, notifications and clearances  Part VIIA - price monitoring and surveillance relating to industries or businesses declared by the Australian Government  Part X - international liner cargo shipping  Part XI - application of ACL as a law of the Commonwealth  Part XIB - anti-competitive conduct in telecommunications  Part XIC - access to services for telecommunications The Competition and Consumer Act 2010 (CCA) is a comprehensive legislation governing various aspects of the market, aiming to promote fair trading, competition, and consumer protections in Australia. Here are the main sections of the CCA: Part IIIA - Third Party Access: Addresses third party access to nationally significant, essential facilities, ensuring fair and non-discriminatory access for businesses requiring essential infrastructure. Part IV - Anti-Competitive Practices: BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 58 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Prohibits anti-competitive conduct such as cartel behavior, misuse of market power, and anti-competitive agreements, aiming to foster competition and prevent monopolistic practices. Part IVB - Industry Codes of Conduct: Provides a framework for the development and implementation of industry codes of conduct, facilitating compliance with industry-specific regulations and standards. Part VI - Enforcement and Remedies: Outlines enforcement mechanisms and remedies available under the CCA, including penalties for breaches of competition and consumer law provisions. Part VII - Authorisations, Notifications, and Clearances: Deals with authorizations, notifications, and clearances required for certain business activities, mergers, or acquisitions that may affect competition in the market. Part VIIA - Price Monitoring and Surveillance: Authorizes the Australian Government to monitor and surveil prices in specific industries or businesses, ensuring fair pricing practices and preventing price exploitation. Part X - International Liner Cargo Shipping: Regulates international liner cargo shipping, ensuring fair and competitive practices in the shipping industry. Part XI - Application of ACL as a Law of the Commonwealth: Addresses the application of the Australian Consumer Law (ACL) as a law of the Commonwealth, ensuring consistency and uniformity in consumer protections across states and territories. Part XIB - Anti-Competitive Conduct in Telecommunications: Specifically targets anti-competitive conduct in the telecommunications sector, promoting competition and innovation in telecommunications services. Part XIC - Access to Telecommunications Services: Facilitates access to telecommunications services for businesses and consumers, ensuring equitable access to essential telecommunications infrastructure. Schedule 2 - the Australian Consumer Law The Australian Consumer Law (Schedule 2 of the CCA) - misleading or deceptive conduct, unconscionable conduct, unfair practices, conditions and warranties, product safety and information, the liability of manufacturers for goods with safety defects offences, country of origin representations. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 59 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Exceptions under Commonwealth, state and territory legislation Some Commonwealth, state and territory Acts permit conduct that would normally contravene the Competition and Consumer Act. Section 51(1) of the Competition and Consumer Act provides that such conduct may be permitted if it is specifically authorised under those other Acts. For more information, please visit the following website: https://www.accc.gov.au/about-us/australian-competition-consumer-commission/legislation http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights 2. This fact sheet provides an overview of the legal, operational and business issues relevant to the accommodation and food services industry, which includes:  hotels, motels, serviced apartments, and other short-term accommodation for visitors  cafes, restaurants, takeaways, pubs, bars and other businesses that sell meals, snacks and beverages. As well as the information in this factsheet, you should check our general business information for additional regulations and obligations relevant to your business. For further advice and assistance, contact your accountant, solicitor or business advisor. See our topics on this page for detailed information on the accommodation and food services industry:  Research  Key legislation & initiatives  Licences & permits  Employment  Finance & tax  Levies & charges  Grants  Workplace Health & Safety (WHS)  Insurance  Intellectual Property (IP)  Industry training  Environment  Key government organisations & websites  Key advisors  Industry groups  Useful topics.  Research Industry research is an important part of planning for your business. It may uncover economic and industry trends, establish or improve your business and help you keep pace with your industry. Key government sources for industry-specific statistics on the accommodation and food services industry include:  Australian Bureau of Statistics (ABS)  The hospitality industries section of the ABS website provides statistics on the accommodation sector, the cafes and restaurants sector, and the clubs, pubs, taverns and bars sector. Key legislation & initiatives BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 60 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Legislation often plays a large part in how you run your business, so it’s important to be aware of the laws that apply to your industry. Key legislation that may affect businesses in the accommodation and food services industry includes:  Competition and Consumer Act 2010  Australian Consumer Law (ACL)  National trade measurement legislation  State liquor licensing  State restricted trading days. See also Australian Competition & Consumer Commission's (ACCC's) publication Travel & accommodation - an industry guide to the Australian Consumer Law. Mandatory industry codes & standards  Food Standards Code This code set out the minimum requirements for food safety. State and territory agencies are responsible for enforcing and interpreting the code. Find food enforcement contacts in your state or territory to discuss code compliance.  Franchising code of conduct See Fair trading for more information on legislation specific to your industry as well as details about product safety, labelling, warranty and refund regulations. You can have your say on government policy and regulation affecting the future of your industry by registering on the Business consultation website. Licences & permits Licences and permits specific to the accommodation and food services industry are often managed by state or territory governments and mainly relate to:  preparing and/or selling food  selling and/or consumption of alcohol  erecting/displaying signage  restricted trading days  outdoor dining  playing video/sound recordings  disposal of waste. Search the Australian Business Licence and Information Service (ABLIS) website to find out what licences and permits you need for your industry. Employment If you employ staff, you need to comply with Australia’s national workplace laws and the specific requirements in your industry:  Visit the Fair Work Ombudsman website for awards specific to your industry . Apprentices and trainees With flexible hours and on the job training, the accommodation and food services industry lends itself easily to taking on apprentices and trainees. If you take on an apprentice or trainee, you can access a range of government support and financial help. Finance & tax There are a number of finance and tax measures specific to accommodation and food services businesses, including:  Goods and Services Tax (GST) BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 61 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au It’s important to know your GST obligations to ensure you are selling your services at the correct price and that you've registered with the Australian Taxation Office (ATO) to ensure you can claim your GST credits.  Tax concessions Smaller businesses may also be eligible for a number of tax concessions. To find more finance and tax guidance, take a look at:  The ATOs record-keeping information and advice  Tax for general taxation information  Finance and accounting for details on how to manage your finances. Levies & charges Levies and charges are generally used to fund activities that benefit the industry or region as a whole. Levies that apply to the accommodation and food services industry are usually applied at the local level in your rates payment. Levies differ from state to state but can include a tourism levy, fire levy, heritage levy or environment levy. Visit your local council or state government agency for details on any levies or charges applicable in your area. Grants There are very few grants available for the accommodation and food services industry unless you are starting a business in a specific regional area or operating a tourism business. Workplace Health & Safety (WHS) As well as the general, occupational health and safety regulations, there are also some state-specific WHS requirements relevant to the accommodation and food services industry including:  occupational noise management  standards for protective clothing and equipment  standards for occupational safety signage  the national standard for manual handling  prevention of burns from hot liquids, surfaces or steam  prevention and response to workplace bullying  prevention of workplace violence (e.g. robbery)  electrical safety. Need help in understanding your WHS obligations? Try these government resources:  For industry-specific WHS information, see the Safe Work Australia website.  For details on your general health and safety obligations, visit Workplace health and safety.  For state-specific occupational health and safety information, see your state or territory workplace health and safety agency. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 62 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Insurance As well as compulsory insurance such as workers compensation, there are also a number of specific insurance options available for businesses in the accommodation and food services industry. Insurance options vary depending on your business type but can include insurance for public liability insurance, equipment & machinery, property & buildings, vehicles and business interruption. Intellectual Property (IP) There are a number of IP rights that may be relevant to businesses in the accommodation and food services industry, such as:  Trademarks and in particular how they apply in a franchise agreement.  when you play, use or reproduce film, sound or video recordings you need to obtain a licence from the APRA AMCOS website. IP Australia is the federal government agency responsible for granting rights in patents, trademarks and designs. Visit the IP Australia website to find out more about your IP options. Industry training Industry training can be an important part of your business survival. New food standards or marketing strategies can often help improve your competitiveness and grow your business. Need some help getting started?  See Training for tips on training yourself and your staff.  Search Events to find government events, seminars, training courses and workshops. Environment While accommodation and food industry businesses do not generally rely heavily on the environment, they can still have a significant impact. The main environmental concerns that businesses in this industry should be aware of include:  paying attention to your food supply chain  sustainability  waste management and reduction. Read about Environmental management and how you can manage your impact on the environment. Key government organisations & websites The key federal government agencies and websites relevant to the accommodation and food services industry include:  Australian Competition & Consumer Commission (ACCC)  Food Standards Australia New Zealand  National Measurement Institute (NMI). The key state and territory government agencies relevant to the accommodation and food services industry include:  State fair trading or consumer affairs agencies  ACT Territory and Municipal Services  NSW Department of Trade & Investment  NT Department of Business  NT Department of Attorney-General and Justice  QLD Department of Tourism, Major Events, Small Business and the Commonwealth Games (DTESB)  SA Department of Consumer and Business Services  TAS Department of Economic Development, Tourism and the Arts  VIC Department of State Development, Business and Innovation (DSDBI)  WA Small Business Development Corporation. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 63 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Key advisors Business advisors can be a valuable tool when establishing and developing your business in your industry. Search our Advisory Services to find one near you. Industry groups You may also wish to consult with an industry association or group for more information and advice on your industry. For more information, visit the following website: https://www.business.gov.au/Info/Plan-and-Start/Develop-your-business-plans/Industry-research/ Accommodation-and-Food-Services-Industry-Fact-Sheet BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 64 of 64