SITXCCS008 Assignemnt 02

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La Trobe University *

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361

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Management

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Nov 24, 2024

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Assessment 2 Manage delivery of quality service Part A- reflection written report In this assessment you will be required to reflect on previous assessments for this unit and provide a 1000-word written report reflecting your findings. Why is it essential to communicate policies, procedures and expectations to staff? Because it provides direction to employees and describe the organization ethics and standards Because in an environment which is constantly changing it is important to have effective communication with the policies to keep the employees informed Because it will enhance the performance because every employee has been informed about their roles in the workplace How does a hospitality business make policies readily available to customers and staff? Any organization may have built their own policies. The policy making process should involve all the stakeholders, each one of should have a representation. Their views will improve the company performance and suggest meeting the customer needs. And it is suggested to update the current policies in the workplace. Collecting information from customers , staff, and other stakeholders are used, while a team is formed to monitor and implement those polices. Further the completion of the process of policy making, it is essential to train the policy making and train the staff to oversee the implementation while regularly monitoring the update of the policies. What are four (4) strategies that a business can implement to effectively monitor customer service in the workplace to ensure standards are met.  Training on quality of the overall performance of the business  Making commitments to quality  Develop the right attitude for any issues arise  Put in place quality circles therefore it is easy to address quality issues

How would you initiate staff training to enhance customer service? By understanding the customer expectations and training the employees based on that to meet the customer needs Monitor the employee skills and their levels based on the skills, then deploy each skill relevant to each department in order to provide better customer service Training employees regularly to provide excellent customer service What might be three (3) types of training strategies that a hospitality business could use to enhance customer service practices?  Mentoring  On the job training  Set new challenges Who is involved and should take responsibility for service outcomes? Managers are involved in because they can mentor the other employees, and as they are responsible to provide the guidelines on the service outcomes Explain an example of a dispute resolution process that turns a service complaint into a positive outcome 1. Clarify the disagreements : every party is responsible to provide information on the conflict based on their views 2. Give a common goal for the parties: discuss for each party what they like to happen and have an open meeting 3. Discuss ways of achieving the common goal : communicate with both parties and get their ideas as well 4. Establish barriers to the goal : include the possible problems of the goals and find alternatives or solutions 5. Agree on the best solution: both parties must come up with the conclusion 6. Acknowledge the solution: determine the responsibilities of the each party How can you and your team act as a positive role models for professional standards  Maintaining positive attitudes in bad times  Maintaining trust within the team  Having integrity level high in decision making  Having a time to deal with questions and concerns  Encourage the team or one another in bad days

Describe five (5) expected standards of service industry personnel 1) Accessibility: the responsibility to respond the clients in time and in a channel preferred by them 2) Quality: treated well environment to the customer and it will occur when listening to customers and trying to provide a better service 3) Value: get the customer preferences as a prediction and take every opportunity to offer the best 4) Choice: there are unique needs of the customer and it is a responsibility of the company to meet those needs and provide solution to meet those needs 5) Caring: vital role is handling customers. A service must make customer comfortable and let them know that they are taken care of How and why should a hospitality business seek ongoing feedback from staff and customers to improve performance? How? When managing service practices feedback is essential and managing that feedback will lead to give a quality customer service. Most common method is by feedback forms, where it is essential and easy to get what is happening now details. With negative and positive feedback it will make easy to take decisions based on the service improvement strategies. Why? All hospitality company have their own policies and procedures in order to meet quality customer service expectations and standards and they have reflected in the mission and brand recognition statements. From the feedback they are receiving they will reflect the service practices and on other hand it will identify possible gaps in the service standards. What can a hospitality team do to assess the effectiveness of their customer service practices?  Using of star ratings  Customer follow ups on sale or service the company has provided  Initiatives to bring the customer back Describe three (3) systemic customer service problems that arise in the hospitality industry  Refund process must be under following conditions o Item faulty o Item do not match the description o Item cannot perform the task that is told o Item do not do what you had of it  Exchanges o Similar to the refund policy , where customers can exchange when they receive a wrong one, where in this case needs a replacement where needs service or product with same value

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o If replacement do not work should repair or refund  Cancellations o Major failure of product or service can happen and then customer will cancel and request for refund. o During cancellation customer automatically will have the right to get the refund What might be five (5) adjustments to quality service practice policies and procedures you might make to improve service quality?  Focus on quality training more than quality control  Plan new employee initiation programs  Match the performance of the company with the employee actions  Have service quality goals and distribute to each employee  Have rewards and recognitions for employee performance Why is it paramount for a hospitality business to communicate new approaches to customer service to staff involved in service delivery.  It will build strong relationships between the team  Dissemination of new ideas within the team  Determine the expectations of the members of the team

SITXCCS008 Assignemnt 02

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