20220593- SITXCCS007 - abhimanyu dhingra
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James Cook University *
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SITXCCS008
Subject
Law
Date
Feb 20, 2024
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24
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Educating for Excellence Page 1
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Assessment Submission Sheet Course SIT50416 Diploma of Hospitality Management Unit Code SITXCCS007
Unit Name Enhance customer service experiences Assessor Name Jasmine Lui Student Name Abhimanyu Dhingra Student ID 20220593 Date Due 12 feb 2023 Please read and sign this assessment coversheet and submit it together with your assessment to your Assessor by the due date. Student Declaration ●
I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. ●
I have read the Plagiarism Policy and Assessment Appeal and Reassessment Policy in the Student Handbook and I understand all the rules and guidelines for undertaking assessments. ●
I understand that by typing my full name in the student field this is equivalent to a hand-written signature. ●
I give permission for my assessment material to be used for continuous improvement purposes. Student Signature
Abhimanyu Dhingra Date Submitted 14 feb 2023 Assessor Use Only
Assessment Items Result Task 1 Case Study S NS Task 2 Demonstration S NS Final Result for this unit C NYC Student Declaration:
I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my appeal rights. Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback
Signature Signatur
e Date
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Assessor’s Final Comments
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Task 1 Assessment Instructions This is an individual assessment.If you need help understanding any questions, ask your assessor to explain. To be deemed competent you will need to successfully demonstrate the following: You must submit: Answer all the questions for the case study satisfactorily. Procedure Your task: Choose a relevantarea of training in the Hospitality Industry. This may include Accommodation Services, Front Office, Cookery, Food and Beverage. Respond to each of the following questions with appropriate contextual responses. Each question must be completed. 1. Provide an overview of the characteristics of customers you typically would encounter in your chosen field of training. Describe their likely needs and expectations as well as any special needs. The customers typically I encounter in –
Home-grown guests Family vacationers free individual explorers (FITs) Visit gatherings Gathering and corporate customers. As our clients business explorer, might consider web access or an in-room fax machine to be fundamental. A worldwide traveler search for unfamiliar trade administrations, general data catalos, maps, data on visits and recruit vehicles and maybe a translator administration. We have family bunches come request high seat for infants. Additionally senior clients need crippled admittance 2. Provide 5 examples of products and services you offer in your chosen field. Imagine you are talking to a customer and briefly describe each of the products and services. 1. Fiery singed chicken sausage with hot bean stew sauce, it’s our best deal dish.
2. Lunch extraordinary set menu, a determination of food and beverages with great esteemed cost. 3. Steak night on each Tuesday night, get free lager or beer when requesting steak Party time 6pm7pm. 4. Discount on all beverages during the party time. 5. Prompt riser booking rebate for any reserving by about fourteen days ahead 3. Provide 3 examples of add-ons and extras available in your area and explain the benefits or advantages to the customer if taken as a package. 1. Treat unique, purchase 2 get 1 free, in brownie and cake. 2. Day by day soup, our tasty soup, clients can arrange independently or add a couple of bucks when request with mains. 3. Beverage overhaul choice when request 4 glasses of wine, add 12 dollars more to get a container 4. Choose 1 of the add-ons or extras and describe 2 methods for how you could effectively sell the additional item.
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Educating for Excellence Page 4
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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When ordering a main course meal, dessert like –
soup, ice cream, curd and brownie are free with the choices of customers, We could effectively sell them by –
1. Our idea needs to fit the client's definite necessities at the exact instant the person in question is examining. 2. Effectively paying attention to their necessities and wants, figure out which of our items or administrations could help them, or let them choose and proposition a strategically pitch 5. Provide 3 examples for how you could anticipate the needs of your customers in your service area. This may include special provisions dependent on special needs, service situation, preferences etc. 1. To those global voyagers who are bad at English, talk gradually and plainly, utilizing basic jargon and using words rather than sentences. 2. Clients with handicap's merit extraordinary consideration in our area. Building inclines that helps clients in wheelchairs to have easy admittance to entryways. Also, making comfortable and more space for them to transport. 3. For client from various foundations, provide them choices; pose numerous inquiries about the menu and administration arrangements
Educating for Excellence Page 5
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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6. How will you ensure all products and services are packaged or actioned before customer delivery, including any variations, add-ons or special requests? How does this enhance the standard level of customer service? To do customer conveyance accurately and proficiently we regularly need to converse with different gatherings, for example, staff individuals in different offices and delegates of organizations offering related types of assistance. To anyone we converse with, it is fundamental that unmistakable and open correspondence is utilized. The point is to offer a consistent service to the client. Data is pointless except if it is split and utilized, there are numerous ways of keeping everybody refreshed, including: 1. Group messages. 2. Employee gatherings and discussing. 3. Pre-directive orientation. At any circumstance it is fundamental that stand by employee and kitchen employee convey unreservedly. Client ought to be well known regarding the deferral. 7. Choose 2 of the products or services you described in Question 2. Describe the types of problems which might occur in relation to each product or service. Our product to be served was-
Fiery singed chicken sausage with hot bean stew sauce; it’s our best deal dish. Lunch extraordinary set menu, a determination of food and beverages with great esteemed cost. The problem we encounter was-The main course was order two, but our employee forgets to note about it. We were out of wine, so instead of red we serve white wine. 8. Select 4 of the potential problems you identified in Question 7. Imagine that these problems have been escalated to you to solve. What solutions could you implement to solve the customer’s immediate problem and also demonstrate high quality customer servic
e (including replacements, refunds and alternatives)
It is significant to react proactively to the circumstance by: A. Preventing the issue from happening B. Diminish the impact of the issue. C. Instruct clients concerning the issue to the employee. D. Redress if essential. E. Speaking the truth about inadequacies if item or administration has a few deficiencies in specific circumstances, telling the truth about them with clients. Or offering them in alternatives in discount price if there wanted product is shortcoming. F. Addressing any problem of worry involved with providers as they emerge. G. Mention harmed or flawed products to the provider immediately, with replacement..
9. How would you ensure similar problems could be avoided and service provisions improved in the future? What would this require and how should this be managed within the team in your service area? To stay away from problems with client care, we need to deal with a understandable communication and refreshing framework. For example ∙
Instructions before administration meeting begins, examine forthcoming occasion and the circumstance we have been going trough.
∙
De-instructions after help, discuss any issues occurs today with partners and managers. Ensure everybody knows the solution to the circumstances.
Educating for Excellence Page 6
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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∙
Convey the data inner as well as with providers.
At whatever point there is a help issue it is significant not to see it is as a unique case. Regardless of whether we remember the answer for sometime later, always should attempt to refine tasks for future. Generally we can record the issue and give criticism to your manager so they could integrate it into future preparation. The primary concern is to gain from the slip-
ups and improve client’s administration.
. 10. Explain the procedures for dealing with conflict, outlining the steps and requirements for verbal and non verbal communication. What are your responsibilities as a supervisor/manager? ∙
Listening-utilize successful listening abilities, while monitoring non-verbal communication. Not intrude on the speaker-let them hand-off the subtleties of the circumstances without interruption. Posing inquiries to acquire significant data and explain an
ything we’re not certain of.
∙
Comprehend to completely understand the issue that the client has elevate, rework on client statement and rehash it to the client to ensure that we comprehended the grievance.
∙
React- If the shortcoming lies with the association, express regret quickly, if uncertain, apologize sympathetically. Illuminate clients regarding what moves will make
∙
Act- Take an action on what have you promised-
tackle the problem to the client’s fulfilment. Grumbling giving should take need, as postponing activity will aggravate the matter.
11. Provide 3 examples of promotional items or initiatives which could be used in your service area, e.g. loyalty programs, and explain how these would be used effectively. 1. Publicizing and advancement research- By assembling data about the adequacy of publicizing by calculating; Client likely reactions to showcasing and special systems through testing in a gathering, for example, a centre group. 2. Viability of every one of past and arranged limited time procedures through examination of deals information. 3. Consumer loyalty concentrates- Informal strategies like discussions with employee or item and administration score cards. 12. Develop a customer feedback form which would allow collection of: a. Details of customers to establish a database b. Responses to questions enquiring about the product and services you provide in your service area c. Additional comments or feedback from customers d. Special preferences of a customer Customer feedback form How might you rate the nature of your feast? Excellent Good Average bad How was the hanging tight an ideal opportunity for the food? At time Average More than half an hour How was our administration? Excellent Normal Great astounding
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Educating for Excellence Page 7
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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How might you rate your eating experience? Underneath assumption Met assumption Exceeded assumption How is the worth of cash for the food? Excellent Good Average bad Did our workers meet your unique solicitation? Yes May be No How did you look into us? Comments Promoting Site Suggestion other Will you come back once more? Sure Not certain No Can we follow up your remarks and keep you educated regarding any upgrades to our item and advancements Good name Email adress Contact number Remarks Form Below expectation Met expectation Exceeded expectation How is the value of money for the food? Poor average good excellent Did our staff meet your special request? No Partly met Yes How did you find out about us? Advertising website recommendation other: Will you come again? No Not sure Yes comments and keep you informed of any Can we follow up your improvements to our product and promotions Name: Phone No. Email address: Comments form Customer feedback form How would you rate the quality of your meal? Poor average Excellent Good How was the waiting time for the food? More than 30mins Average Fast How was our service? Poor average good excellent How would you rate your dining experience? Below expectation Met expectation Exceeded expectation How is the value of money for the food? Poor average good excellent Did our staff meet your special request? No Partly met Yes How did you find out about us? Advertising website recommendation other: Will you come again? No Not sure Yes Can we follow up your comments and keep you informed of any improvements to our product and promotions Name: Phone No.: Email address: Comments
Educating for Excellence Page 8
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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13. Explain how you will evaluate this feedback form, how you would utilise the collected data and how this would be useful to develop an ongoing customer relationship. Utilize a progression of composed, open inquiries that pose to the client to rate their viewpoint in the wake of getting an item or utilizing a help. An all around developed client assessment structure will consistently check out key spaces of data so we can learn the sources through our clients find out about this place, this is vital for guiding limited time spending plan. It should see if their degree of assumption has been met, in three key regions: The norm of item or administration conveyed. Viability and productivity by the way we introduced this to client. Regardless of whether the client is fulfilled and accepts they have gotten an incentive for cash. Continuously make sure to give space on the structure to clients to add their remarks. The motivation behind building compatibility id to advance generosity trust between the client and administration staff, this will further develop the help insight for both the client and the staff part and will ideally prompt recurrent business from the client.
Educating for Excellence Page 9
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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14. List 3 examples for customer with special needs or disabilities you may encounter in your work area. What are special requirements are likely for the examples you have provided? Offering types of assistance to clients in wheelchairs consistently permit adequate reality for clients to move about. For instance, want to support a wheelchair-bound client's room, permit additional time for them to answer the entryway. Make sufficient room inside the space for the wheelchair to be moved. Continuously offer the client additional help should they need it. Offer agreeable discussion and give help where required. Respectfully inquire as to whether they need support getting to their objective. Lead them by tenderly taking their upper arm, asking consent. Verbally explore them, making them aware of any means or impediments in their way. In case they are voyaging alone, verbally transfer any composed material to them, for example, the menu and wine list. While talking with clients who are hearing hindered, consistently check out them and talk straightforwardly to their face, as a rule they are fit for lip perusing. In case correspondence is troublesome, record the data. 15. List 3 factors which must be considered when you need to compensate a customer to ensure both, the interest of the business and the customer are satisfied? 1. Keeping up with client profiles to upgrade administration conveyance. 2. Presenting of special administrations as per individual strengthening and hierarchical strategy. 3. Offering customized assistance to rehash clients to foster affinity. 4. Giving custom-made items and administrations dependent on client profiles.
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Educating for Excellence Page 10
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Updated Apr 2020
Task 2 Assessment Instructions This is an individual assessment. This assessment has two parts. If you need help understanding any questions, ask your assessor to explain. To be deemed competent you will need to successfully demonstrate the following: You must satisfactorily participate in the three role-play demonstration activities. You are the Assistant Food and Beverage manager of a 300-bed Hilton hotel in the CBD. Your hotel have branches in Melbourne and Adelaide. The following link has the required policies: https://www3.hilton.com/en/hotels/new-south-wales/hilton-sydney-SYDHITW/about/policies.html or use appendixes given below. During the scenario roleplay: ●
Identify customer requirements, using effective communication ●
Personalise customer service ●
Follow the organisation’s policy and procedures while providing suggestions or solving issues ●
Follow designate timelines for responding to queries ●
Seek feedback from customers Procedure PART A 1. You are the Assistant Food and Beverage manager for Hilton hotel. Your Marketing manager has approached you to discuss about the possibility of hosting a marketing training session for 20 marketing team members from Melbourne and Adelaide branch of the hotel. You are to promote the following in your meeting with the marketing manager: ●
Setting up the training session in the conference room ●
Lunch menu and additional food items. ●
Special dietary requests. ●
Acceptable alcohol service during lunch ●
Collecting feedback after the event Please enter your response for Part A here As the Assistant Food and Beverage Manager for Hilton Hotel, I'd be happy to discuss the possibility of hosting a marketing training session for the marketing team members from the Melbourne and Adelaide branches. Hosting such a session can provide valuable insights and enhance the skills of the marketing team. To begin the planning process, I would need some additional information. Could you please provide me with the following details:
Educating for Excellence Page 11
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Preferred dates for the training session: Please provide a few options so we can check availability and make necessary arrangements. I would suggest tentative dates such as Sunday or Saturday of this month. Duration of the training session: How many days or hours do you anticipate for the training? I would suggest the timings should begin from morning around 10-11 AM so that it could be completed till lunch in an effective manner. Specific topics or areas of focus: Are there any specific marketing topics or areas of expertise that the marketing team would like to focus on during the training session? I am asking this so as to rpivide you with tools of representation such as a poster or may be slogan board. Preferred location within the hotel: Do you have a specific area or meeting room in mind for the training session? I would suggest you to conduct the training session at the conference room or may be the open terrace garden. Audio-visual requirements: Will the training session involve presentations or any audio-visual materials? If so, please specify the equipment needed. Catering requirements: Will meals or refreshments be required during the training session? If yes, please let me know your preferences and any dietary restrictions. Accommodation needs: Will the participants require accommodation at the hotel? If yes, please specify the number of rooms needed and any specific preferences. Once I have these details, I can work with the necessary departments to make the arrangements and provide you with a comprehensive plan for the marketing training session.
Educating for Excellence Page 12
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Criteria –
2 Internal Customers
Communication, organisational standards and service provisions S NY
S S Comments The presence of a customer is recognised The customer is prioritised over any work duties undertaken The customer is greeted in a friendly, professional manner Eye contact or body language from customer to signal assistance is required is recognised by student Rapport is established with the customer Active listening is used to identify customer’s needs, expectations and special requirements Active questioning is used to clarify or verify customer enquiries Tailored products matching the customer’s profile are demonstrated and explained Relevant promotional products are offered proactively Appropriate add-ons and extras are offered Selling techniques are used appropriately to enhance the product or service offerings Special requests and relevant customer information is communicated internally to relevant stakeholders Actioning of special requests are followed up prior to service provision Student takes opportunity to personalise service through appropriate interaction The service is provided in a time efficient manner The service level provided was of professional standard Student uniform is clean and neat to industry standards Personal presentation is neat and professional Personal hygiene is clean and neat Special needs are provided for as relevant: __________________ Operational issues are identified promptly Appropriate intervention with operational issues to prevent service issue occurs Delays in service delivery are relayed to customers in a timely fashion Student identifies appropriate time to offer alternative products or services Appropriate alternatives are offered Student identifies appropriate point to offer compensation Appropriate compensation is offered in line with service issue and organisational policies Students follow up with customer after service and compensation is delivered List additional criteria as relevant Provide feedback on customer service Pro-actively seeks feedback on service provided from customer Feedback from customers is recorded in appropriate formats and communicated with colleagues as relevant
Personal preferences are recorded in appropriate customer file Suggestions for improvement to service procedures are made
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Educating for Excellence Page 13
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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2. You are the front office manager in Hilton hotel. You are approached by a couple on their honey moon and staying at your hotel. They couple have two free days in their itinerary and asking you for suggestions and the possibility of organising a local day tour around surrounding areas of Sydney. During the meeting provide the following information: ●
Points of interest surrounding Sydney ●
Approximate travel times ●
Offer alternatives ●
Identify customer requirements ●
Special needs requests Please enter your response for Part B here As the front office manager at Hilton Hotel, I'm delighted to assist you with suggestions for a local day tour around the surrounding areas of Sydney. Below, you will find information on points of interest, approximate travel times, alternative options, customer requirements, and special needs requests. Points of Interest Surrounding Sydney: Blue Mountains: Famous for its stunning natural beauty, including waterfalls, valleys, and breathtaking views. Travel time from Sydney: Approximately 1.5 to 2 hours by car. Hunter Valley: Renowned wine region with vineyards, cellar doors, and gourmet food. Travel time from Sydney: Approximately 2 hours by car. Royal National Park: Australia's oldest national park, offering hiking trails, secluded beaches, and picturesque scenery. Travel time from Sydney: Approximately 1 hour by car. Palm Beach: A scenic coastal area known for its beautiful beach, lighthouse, and panoramic views. Travel time from Sydney: Approximately 1 hour by car. Featherdale Wildlife Park: Home to native Australian wildlife, where you can see kangaroos, koalas, and various bird species up close. Travel time from Sydney: Approximately 45 minutes by car. Approximate Travel Times: Blue Mountains: 1.5 to 2 hours by car. Hunter Valley: 2 hours by car. Royal National Park: 1 hour by car. Palm Beach: 1 hour by car. Featherdale Wildlife Park: 45 minutes by car. Alternative Options: Sydney Harbour Cruise: Explore the iconic Sydney Harbour and enjoy stunning views of the Sydney Opera House and Harbour Bridge. Taronga Zoo: Get up close with Australian and international wildlife while enjoying panoramic views of Sydney Harbour. Sydney Coastal Walk: Experience the beautiful coastline by taking a scenic walk from Bondi Beach to Coogee Beach. Customer Requirements: To provide you with the best recommendations, it would be helpful to know more about your preferences. Are you looking for adventure activities, cultural experiences, relaxation, or a mix of everything? Additionally, please let us know if you have any dietary restrictions or specific interests, such as art, history, or sports, so we can tailor the suggestions accordingly. Special Needs Requests: If you or your partner have any special needs or require specific accommodations, please inform us so that we can ensure a comfortable and enjoyable experience for you both. This could include accessibility requirements, dietary restrictions, or any other assistance you may need during the tour.
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Please feel free to provide more information, and I will be glad to assist you further in planning your local day tour around Sydney's surrounding areas.
Criteria –
2 External Customers
Communication, organisational standards and service provisions S NY
S Comments The presence of a customer is recognised The customer is prioritised over any work duties undertaken The customer is greeted in a friendly, professional manner Eye contact or body language from customer to signal assistance is required is recognised by student Rapport is established with the customer Active listening is used to identify customer’s needs, expectations and special requirements Active questioning is used to clarify or verify customer enquiries Tailored products matching the customer’s profile are demonstrated and explained Relevant promotional products are offered proactively Appropriate add-ons and extras are offered Selling techniques are used appropriately to enhance the product or service offerings Special requests and relevant customer information is communicated internally to relevant stakeholders Actioning of special requests are followed up prior to service provision Student takes opportunity to personalise service through appropriate interaction The service is provided in a time efficient manner The service level provided was of professional standard Student uniform is clean and neat to industry standards Personal presentation is neat and professional Personal hygiene is clean and neat Special needs are provided for as relevant: __________________ Operational issues are identified promptly Appropriate intervention with operational issues to prevent service issue occurs Delays in service delivery are relayed to customers in a timely fashion Student identifies appropriate time to offer alternative products or services Appropriate alternatives are offered Student identifies appropriate point to offer compensation Appropriate compensation is offered in line with service issue and organisational policies Students follow up with customer after service and compensation is delivered Provide feedback on customer service Pro-actively seeks feedback on service provided from customer Feedback from customers is recorded in appropriate
Educating for Excellence Page 15
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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formats and communicated with colleagues as relevant
Personal preferences are recorded in appropriate customer file Suggestions for improvement to service procedures are made 3. You are the house keeping manager in Hilton hotel Sydney. You have been notified by a house keeper that an angry customer wants to make a complaint to you. Upon meeting the customer, you notice the customer is very angry and talks in a raised voice. The customer is staying in the hotel with his autistic son who needs special care. The customer found out that even after leaving a note, her son’s handmade toy was thrown out by the house keeper and her son is very distressed. You had a talk with the housekeeper and she was very apologetic and thought it was a pile of sticks and have thrown it out while cleaning the room and didn’t see the note left by the customer.
During the meeting: ●
Listen to the customer complaint without interfering ●
Paraphrase the complaint details ●
Apologise to the customer ●
Follow organisation complaints resolution policy to resolve the issue. Please enter your response for Part C here As the housekeeping manager at Hilton Hotel Sydney, I understand the importance of addressing customer complaints promptly and professionally. In this scenario, where an angry customer wants to make a complaint, I would handle the situation as follows: Listen to the customer complaint without interfering: When meeting the angry customer, I would allow them to express their concerns without interrupting or getting defensive. It is crucial to give them the opportunity to fully express their frustration and ensure they feel heard. Paraphrase the complaint details: Once the customer has finished explaining their complaint, I would paraphrase the details to demonstrate that I have understood their concerns. For example, I might say, "Thank you for bringing this to my attention. If I understand correctly, your handmade toy was mistakenly thrown out by our housekeeper, and this has caused a great deal of distress to your autistic son, despite leaving a note regarding its importance. Is that correct?" Apologize to the customer: Expressing a sincere apology is essential to acknowledge the mistake made by the hotel and to show empathy towards the customer's situation. I would say something like, "I sincerely apologize for the inconvenience and distress caused to your son. It was an oversight on our part, and I understand how important that handmade toy is to him. We deeply regret this incident, and I assure you that we will take immediate action to address it." Follow the organization's complaints resolution policy to resolve the issue: To resolve the issue, I would follow the hotel's complaints resolution policy. This may involve taking the following steps: a. Rectify the immediate problem: I would inquire if there is any way to replace or restore the handmade toy for the customer's son. If it is not possible to recreate the exact toy, I would explore alternatives that may bring comfort to the child. b. Investigate and prevent future occurrences: I would conduct a thorough investigation into how the incident occurred and why the note was not seen by the housekeeper. It is important to prevent similar incidents from happening in the future. This may involve reevaluating the training process for housekeepers, improving communication methods, or implementing additional protocols for handling personal belongings. c. Communicate the resolution: After addressing the immediate problem and making necessary
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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improvements, I would communicate the resolution to the customer. I would inform them of the steps taken to rectify the situation and assure them that their feedback has been taken seriously. d. Offer compensation if appropriate: Depending on the severity of the situation and the hotel's policies, it may be appropriate to offer compensation to the customer as a gesture of goodwill. This could be in the form of a complimentary stay, a voucher for hotel services, or any other arrangement that aligns with the hotel's guidelines. Throughout the process, it is important to maintain a calm and understanding demeanor, actively listening to the customer's concerns, and ensuring their satisfaction is prioritized.
Educating for Excellence Page 17
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Criteria –
3 External Customers
Communication, organisational standards and service provisions S NY
S Comments The presence of a customer is recognised The customer is prioritised over any work duties undertaken The customer is greeted in a friendly, professional manner Eye contact or body language from customer to signal assistance is required is recognised by student Rapport is established with the customer Active listening is used to identify customer’s needs, expectations and special requirements Active questioning is used to clarify or verify customer enquiries Tailored products matching the customer’s profile are demonstrated and explained Relevant promotional products are offered proactively Appropriate add-ons and extras are offered Selling techniques are used appropriately to enhance the product or service offerings Special requests and relevant customer information is communicated internally to relevant stakeholders Actioning of special requests are followed up prior to service provision Student takes opportunity to personalise service through appropriate interaction The service is provided in a time efficient manner The service level provided was of professional standard Student uniform is clean and neat to industry standards Personal presentation is neat and professional Personal hygiene is clean and neat Special needs are provided for as relevant: __________________ Operational issues are identified promptly Appropriate intervention with operational issues to prevent service issue occurs Delays in service delivery are relayed to customers in a timely fashion Student identifies appropriate time to offer alternative products or services Appropriate alternatives are offered Student identifies appropriate point to offer compensation Appropriate compensation is offered in line with service issue and organisational policies Students follow up with customer after service and compensation is delivered Provide feedback on customer service Pro-actively seeks feedback on service provided from customer Feedback from customers is recorded in appropriate formats and communicated with colleagues as relevant
Personal preferences are recorded in appropriate customer file Suggestions for improvement to service procedures are made
Educating for Excellence Page 18
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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PART B Scenarios a. You are the Head chef of Hilton hotel Sydney. Several wait staff from different ethnic backgrounds have complained that they are referred to as “Aliens” and “Illegals” on several occasions by 3 of the chefs during service. Write how will you deal with this complaint and what measures will you take using appropriate conflict resolution techniques to avoid this behavior in the future ? As the Head Chef of Hilton Hotel Sydney, it is my responsibility to address and resolve the complaint regarding the derogatory language used towards wait staff from different ethnic backgrounds. Such behavior is completely unacceptable and goes against the principles of respect, inclusivity, and professionalism that we uphold at our hotel. Here's how I will handle this situation and implement measures to prevent such behavior in the future: Investigate the Complaint: ●
Begin by conducting a thorough investigation to gather all relevant information, including statements from the wait staff and any witnesses. ●
Assure the complainants that their concerns are taken seriously and that their identities will be kept confidential throughout the process. Meeting with the Chefs: ●
Arrange a meeting with the three chefs involved to discuss the complaint and allow them to provide their perspectives. ●
Clearly communicate that the alleged behavior is unacceptable and has no place within our organization. ●
Emphasize the importance of maintaining a respectful and inclusive work environment for all staff members. Addressing the Complaint: ●
If the allegations are substantiated and evidence supports the claims, take appropriate disciplinary action against the chefs involved, which may include counseling, suspension, or termination, depending on the severity of the offense. ●
Document the disciplinary actions taken and communicate them to the wait staff who made the complaint, assuring them that their concerns have been addressed. Sensitivity and Diversity Training: ●
Organize mandatory sensitivity and diversity training sessions for all kitchen and wait staff to promote cultural awareness, foster inclusivity, and eliminate discriminatory behavior. ●
Invite professional trainers or organizations specializing in diversity training to conduct the sessions. ●
Provide ongoing training and refresher courses to reinforce the importance of respectful and inclusive behavior. Encouraging Open Communication: ●
Create an open-door policy where employees feel comfortable reporting any incidents of discrimination, harassment, or inappropriate behavior. ●
Designate a confidential reporting mechanism, such as a suggestion box or a dedicated email address, for staff to report any concerns. Regular Staff Meetings: ●
Conduct regular staff meetings to discuss issues related to workplace conduct, emphasizing the values of respect, tolerance, and diversity. ●
Encourage open dialogue during these meetings to address any emerging concerns or
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Educating for Excellence Page 19
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
AIC-AT-SITXCCS007
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issues promptly. Lead by Example: ●
As the Head Chef, it is crucial for me to model respectful behavior and treat all staff members equally. ●
Reinforce a zero-tolerance policy for any form of discrimination or harassment and ensure that all staff members understand the consequences of such behavior. Monitor and Follow-Up: ●
Regularly monitor the work environment to identify and address any signs of discriminatory behavior. ●
Follow up with the wait staff involved in the initial complaint to ensure their well-being and to address any lingering concerns or issues. By implementing these measures, we can foster a more inclusive and respectful work environment that celebrates diversity. It is essential to uphold these standards consistently and provide ongoing training and support to prevent such behavior from recurring in the future.
b. During the past month 2 guests have expressed concerns about privacy and security procedures in place at the hotel: in one instance a call from an outsider was received enquiring about the stay of his “wife” and her room number and as result these details were provided by reception [the caller was the ex-husband and was subject to a restraining order]; in the 2nd instance 2 young females had returned to the hotel from a night out and were followed by a strange guy who followed them into the lobby. Once they had entered the lift, he approached reception and claimed he was the brother of one of the ladies and was readily provided with the room number upon which he accessed the floor and attempted to gain entry to the complainants’ room. The police were called to remove the offender. Write how you will deal with this complaint and what measures will you take to prevent this from happening in the future? To address the concerns expressed by the guests regarding privacy and security procedures at the hotel, the following steps will be taken: Apologize and acknowledge the incidents: The hotel management will immediately apologize to the guests involved and express their concern for their safety and privacy. It is essential to validate their experiences and assure them that their complaints are being taken seriously. Conduct an internal investigation: The hotel management will initiate a thorough investigation into the incidents to gather all relevant details. This investigation will involve reviewing CCTV footage, interviewing staff members involved, and obtaining any other relevant evidence. Review and reinforce staff training: It is crucial to assess the hotel's existing privacy and security procedures and identify any gaps or shortcomings. Staff members, especially those in direct guest-facing roles such as receptionists, will be provided with additional training on privacy protocols, including how to handle sensitive information and verify guest identities. Strengthen identity verification measures: The hotel will implement stricter protocols for verifying the identity of individuals requesting guest information or room access. Reception staff will be instructed to ask for appropriate identification or to contact the guest directly to confirm any requests for information or room access.
Educating for Excellence Page 20
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Enhance access control systems: The hotel will assess its access control systems, such as key cards or digital locks, to ensure they are robust and effective. Consideration will be given to upgrading the systems, if necessary, to enhance security and prevent unauthorized access to guest floors or rooms. Improve communication channels with guests: The hotel will encourage guests to report any suspicious activities or concerns promptly. Clear and visible signage will be placed throughout the property to inform guests about the importance of reporting any security-related incidents. Collaborate with local law enforcement: The hotel will maintain a strong relationship with local law enforcement agencies and communicate the incidents to them promptly. This collaboration will aid in sharing information, implementing additional security measures, and seeking guidance on how to prevent similar incidents in the future. Regular security audits: The hotel management will conduct regular security audits to evaluate the effectiveness of the implemented measures and identify any further areas of improvement. This proactive approach will ensure that security protocols remain up-to-date and responsive to emerging threats. Communicate the improvements: Once the necessary improvements are made, the hotel will proactively inform guests about the steps taken to address their concerns. This communication will help restore confidence in the hotel's commitment to guest safety and privacy. By taking these actions, the hotel will demonstrate its dedication to guest security and privacy, ensure that incidents like these are minimized or prevented in the future, and provide a safer and more secure environment for all guests. c. Prepare a feedback form to collect feedback from your customers to determine the effectiveness of your complaint’s resolution.
Feedback Form: Complaint Resolution Effectiveness Thank you for choosing our services. We value your feedback and aim to continuously improve our complaint resolution process. Please take a few moments to complete this feedback form to help us assess the effectiveness of our resolution and ensure your satisfaction. Your responses will remain confidential. Your Name: [Text Box] Contact Information: [Text Box] Date of Complaint: [Text Box] Briefly describe the nature of your complaint: [Text Box] How would you rate the initial response to your complaint? (Please select one) Excellent Good Satisfactory Poor Very Poor Did the customer service representative(s) understand your concerns? (Please select one)
Educating for Excellence Page 21
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Yes, completely Yes, partially No, not at all How would you rate the overall handling of your complaint? (Please select one) Excellent Good Satisfactory Poor Very Poor Were you provided with a suitable resolution to your complaint? (Please select one) Yes, completely Yes, partially No, not at all How satisfied are you with the resolution provided? (Please select one) Very satisfied Somewhat satisfied Neutral Somewhat dissatisfied Very dissatisfied Did the resolution address all the key issues mentioned in your complaint? (Please select one) Yes, all of them Yes, some of them No, none of them Did the resolution meet your expectations? (Please select one) Exceeded my expectations Met my expectations Partially met my expectations Did not meet my expectations Did not address my concerns at all How likely are you to continue using our services after this complaint resolution? (Please select one) Very likely Likely Neutral Unlikely Very unlikely Do you have any additional comments or suggestions for improvement? [Text Box] Thank you for taking the time to provide us with your feedback. Your input is highly valuable to us, and we appreciate your cooperation.
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Educating for Excellence Page 22
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Appendix 1
Compliment and complaint management procedure
The compliment and complaint management process can be simplified into five steps: 1. Receive 2. Record 3. Acknowledge 4. Resolve 5. Communicate resolution. 1. Receive ●
Listen –
openly to the concerns being raised by the complainant. ●
Ask –
the complainant what outcome they are seeking. ●
Inform –
the complainant clearly of the complaint process, the time the process takes and set realistic expectations. ●
Accountable –
be empathic towards the affected person and action all commitments made. ●
Assess –
create a prioritisation framework to identify situations which pose an immediate threat or danger, or require a specialised response. ●
Refer to the Compliment and complaint form template to assist in recording key information at the time of first contact. 2. Record ●
Record –
all information that is relevant to the compliment or complaint, in its original and simplest form. ●
Store –
in a compliment or complaint management system that also allows for data analysis. ●
Protect –
use a system that restricts access to clients who are involved in managing the compliment or complaint. ●
Refer to the Template reporting system that can be used for reporting purposes.
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Educating for Excellence Page 23
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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3. Acknowledge ●
Acknowledge –
receipt of the complaint early to build a relationship of trust and confidence with the person who raised the complaint. ●
Anonymity –
a person may request to remain anonymous in their lodgement and therefore contact may not be possible or expected. ●
Desired outcomes –
provide realistic expectations and refer the matter to other organisations where identified as being more suitable to handle. ●
Conflict of interest –
avoid this by appointing a person unrelated to the matter as an investigator. ●
Timeframes and expectations –
provide these to the complainant where possible. 4. Resolve ●
Involve the complainant –
keep them informed of the progress of the complaint and discuss any disparities identified in the information held. ●
Additional information –
request when required but apply a timeframe that limits when it is to be provided. ●
Extensions in time –
consider only where necessary and always communicate any additional time requirements to the complainant with an explanation of the need. ●
Record –
continue to record all decisions or actions of the complaint investigation in the compliment and complaint management system. ●
Focus –
when investigating, focus on the identified complaint matters only. A complaint is not an opportunity to review the whole case. 5. Communicate resolution ●
Outcome –
Where possible, discuss the outcome verbally with the complainant before providing written advice and allow them the opportunity to make further contact following receipt of the written advice. ●
Recourse –
include what further action may be available to the complainant at the conclusion of the complaint investigation. An action of recourse may be to escalate the matter further with an external agency or for a further review within the organisation. ●
Further reviews –
providing a minimum of one further review will enable the first investigation to be reviewed for soundness and allow additional information not available in the first complaint to be included. ●
Opportunities –
develop a mechanism or process by which complaint outcomes can be relayed to the appropriate area within the organisation for action to improve service delivery. ●
Feedback –
develop a process that allows for a review of the complainant’s experience of the complaints process by encouraging and enabling feedback on how the process by which their complaint was dealt with. ●
Support –
is available from the Department of Health and Human Services and the Department of Education and Training or other organisations in the form of training, advice and resources to support receiving and managing compliments and complaints. Refer to the Listing of organisations for additional support.
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Educating for Excellence Page 24
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Australian Ideal College Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
E: info@aic.edu.au | W: www.aic.edu.au
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Appendix B Customer Service Policy Statement Guest service is a top priority of the Hilton Hotel. All guests will be treated promptly and respectfully without regard to age, gender, sexual orientation, race, ethnicity, disability, language proficiency, social or economic status. Regulations 1. Staff members are responsible for providing the best guest service possible and are empowered to make decisions that will ensure the best experience for each guest while balancing the needs of the individual with the overall needs of Hiltonguests throughout the Hiltonhotels. 2. When answering the phone, a Hilton employee will identify him or her self and the department in which (s)he works. All staff will wear name tags so that guests can recognize them as Hilton employees. 3. Staff will assist guests on a first come, first served basis to the extent possible without infringing on the service needs of other guests. 4. Staff members will enable successful Hilton customer service use by assisting guests with the Hilton’s hospitality.
5. In cases there is a guest complaint, Hilton staff will try and resolve the issue to the best of their ability and will escalate to their managers if they can’t find a solution.
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