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SIT60316 Advanced Diploma Of Hospitality Management

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  • Course Code: SIT60316
  • University: APEX Institute Of Education
  • Country: Australia

Questions:

Task 1

Customer service is imperative for the success of any hospitality service related business.  For this task, you are to evaluate the customer service of a hospitality organisation of your choice(you could refer to case study information).  If you are currently working, you should consider referring to your workplace for this taskIn performing this task, you must develop a checklist to ensure a valid and reliable evaluation process.  You may want to consider:
•First impressions
•Positive customer service factors
•Negative customer service factors
•Products offered vs. customer needs
•Environment
•Professionalism of staff and presentation
•Response times
•Service guarantees
•Pricing guarantees
•Product quality
•Document presentation standardsYour research may include:
•Talking to customers
•Qualitative or quantitative research
•Seeking feedback from service delivery colleagues
•Analysis of competitive environment
•Analysis of industry and market trendsYou are to then develop and submit a written report that outlines your findings, and makes suggestions for improvement.  These suggestions should discuss the rationale behind your opinions, along with details on how each suggestion could be implemented.It is important to note that your assessor will be looking to ensure you were thorough in your review.  Don’t even think of saying the service is perfect –everything can be improved!

Task 2

Following from Task 1, you are to imagine that you have been employed as a manager within this organisation.  Your main priority is to improve the customer service in all three areas provided by the organisation as a whole.  Your employers have provided you with full authority to implement any changes you think are necessary.You are to make the following assumptions for this task
•You are to keep the current staffing budget
•Your role is customer service focused, not product development or refurbishmentYour first task is to develop a detailed customer service system that includes
•Policies and procedures for implementing your customer service standards
•A well thought-out customer service standards and expectations
•Policies and procedures for monitoring the customer service satisfaction within your own organisation.  You need to consider:
•Opportunities for customers and colleagues to provide feedback on products and services
•Opportunities for colleagues to participate in your customer service process
•How you would review changes in internal and external environments, and how you would integrate your findings into planning for quality service
•Who your customer service reviews would be communicated to and in what time frame
•What access to information on service standards and delivery would be provided to your colleagues
•How you would encourage your colleagues to take responsibility for service outcomes
•A thorough implementation process that includes procedure dissemination and appropriate training / coaching processes

Task 3

you are to prepare for and run an information / training session for your team to review and implement your customer service policies and procedures.Your team will consist of members of your class.It is important that you are prepared for this session, so be sure to:
•develop a session plan to make sure you don't forget anything
•allow for staff interaction including
•Prepare any hand-outs or learning aids accordingly
•Communicate clearly and professionallyYour assessor assign you with a group who will role-play your customer service team.   In response, you will also be required to role-play a team member for at least one other student’s presentation.
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