Develop and manage quality customer service practices

SITXCCS008

Assignment Activity

Udara Sampath
1041261

Udara Sampath 1042161

Part 1
ATURA DANDENONG

Atura Dandenong is the second instalment in the Atura Hotels journey and an
ideal destination for Dandenong accommodation. Our vision is “To be the most highly
regarded hospitality”. Leisure and entertainment company outperforming the markets we
operate in, by striving to be better than yesterday, everyday .and also we had Goals to
achieve,

1. Grow revenue ahead of market.

2. Maximise asset performance.
3. Business transformation.

Invested with the fast-growing commercial spirit of the surroundings, Atura Dandenong lies
mere minutes from thriving corporate and business park precincts. Being right near the
Princes Highway and the South Gippsland Freeway means getting to the hotel’s a cinch.
Enjoy free WiFi in all public areas, free internet access & coffee pod machines in
our rooms
& suites and bathroom amenities from Biology… too good to leave behind!
Unique to our Dandenong accommodation is a range of contemporary bar and dining
options, including our Brownstone Micro Brewery with boutique craft beer and delicious
wood-fired pizza, and the chic Roadhouse Bar & Grill.
When you visit you’ll find no shortage of things to do. Our accommodation in
Dandenong is surrounded by fantastic attractions including the historic Drum Theatre, horse
racing and motorsports at Sandown Raceway, Lysterfield National Park with graded
mountain bike
trails, water-sport activities and Australia’s unique and colourful wildlife plus there’s the
multi-cultural Dandenong Markets.

A.
Dandenong (3175) is a suburb of Melbourne, Bayside, Victoria. It is about 29 kms from VIC's
capital city of Melbourne. Dandenong is in the federal electorates of Bruce, Isaacs.
In the 2011 census the population of Dandenong was 24,919 and is comprised of
approximately 47.9% females and 52.1% males.
The median/average age of the population of Dandenong is 32 years of age.
30.4% of people living in the suburb of Dandenong were born in Australia. The other top
responses for country of birth were 11.2% India, 6.6% Afghanistan, 6.2% Sri Lanka, 3.2%
China , 3.0% Former Yugoslav Republic of Macedonia , 1.9% Bosnia and Herzegovina, 1.7%
New Zealand, 1.5% Mauritius, 1.4% Pakistan, 1.3% Italy, 1.2% Croatia, 1.1% England, 1.1%
Philippines, 1.1% Sudan.

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27.2% of people living in Dandenong speak English only. The other top languages spoken are
15.5% Other, 7.1% Language spoken at home not stated, 4.6% Dari, 3.8% Tamil, 3.7%
Sinhalese, 3.7% Punjabi, 3.4% Persian, 3.4% Serbian, 3.3% Arabic.
The religious makeup of Dandenong is 24.1% Islam, 18.9% Catholic, 9.4% No religion, 8.6%
Religious affiliation not stated, 7.8% Hinduism, 6.5% Eastern Orthodox, 5.6% Buddhism,
4.2% Anglican, 3.5% Other Religious Groups, 1.8% Christian, nfd.
51.0% of people are married, 30.7% have never married and 8.5% are divorced and 3.1% are
separated. There are 1354 widowed people living in Dandenong.
55.4% of the people living in Dandenong over the age of 15 and who identify as being in the
labour force are employed full time, 26.5% are working on a part time basis. Dandenong has
an unemployment rate of 11.2%.
The main occupations of people living in Dandenong are 18.9% Labourers, 17.9%
Technicians & trades workers, 14.2% Machinery operators & drivers, 11.0% Clerical &
administrative workers, 10.6% Professionals, 9.4% Community & personal service workers,
8.1% Sales workers, 5.9% Managers, 4.0% Occupation inadequately described/ Not stated.
The main industries people from Dandenong work in are 23.8% Manufacturing, 10.8%
Health care and social assistance, 10.0% Retail trade, 7.7% Construction, 6.3%
Accommodation and food services, 5.7% Wholesale trade, 5.3% Transport, postal and
warehousing, 5.1% Inadequately described/Not stated, 4.7% Administrative and support
services.
23.1% of homes are fully owned, and 19.7% are in the process of being purchased by home
loan mortgage. 51.1% of homes are rented.
The median individual income is $374 per week and the median household income is $832
per week.
The median rent in Dandenong is $245 per week and the median mortgage repayment is
$1500 per month.
Check out FY 2013 Tax Stats for Dandenong postcode 3175

B.

VISION

“To be the most highly regarded hospitality “

Leisure and entertainment company outperforming the markets we operate in , by striving
to be better than yesterday , every day.”

Udara Sampath 1042161

 Customer service Goals
 Grow revenue ahead of market
 Maximise asset performance.
 Business transformation.
 Feel staff comfortable with working with customers.
 Get better experience about the

Product and Service overview.

 24 hours room service

 24 hours bar.
 Café
 Laundry service.
 Airport pick-up.
 Babysitting service.
 Free WIFI
 Morning Buffet.
 Restaurant service.
 4 function halls.
 Customer parking 24 hours .
 Conference Meeting & Private Dining Service

Sequence of service or service process.

1).Greeting and seating.

 When you see the arrival guest coming in, open the main entrance by using switch
beside of the front desk.
 Greet with a smile and say:” Good morning/afternoon/evening (according to the right
time of the day) Mr. / Ms Patron (guest if known) or sir/ma'am, welcome to hotel.
 Offer choice of seating.
 Table setting are adjusted to the number of guest.
2). Menu Presentation
 Menus should be at least 2/3 languages.
 Maintain eye contact and approach at the appropriate time.
 Menus must be presented to guest opened, Present menu in the guest table and
open the first page.
 Always point to any recommendation and explain some dishes when customer get
confused.

3). Order Taking Service Standards

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  Maintain eye contact and always listen to them.

 Staff should have a warm smile and polite attitude, Approach guest table within 10
seconds whenever they need to order.
 Always prepare a note pad and a pen.
 Always repeat the guest order.
 Inform guest of the expected service time.
 Estimate the serving time.
4). Order Delivery Service
 Before the delivering the order repeat and get conformed they get correct order.
 Offer the pour beverage.
 Quality check by staff.
5).Handling bills
 Payment should be done by as soon as possible.
 Thanks guests.
 Double check the bill before make payment.

Communication between staff members and customers

Employees must communicate well with customers.  They must give customers the
information they need in a way that encourages the customers to buy the product and to feel
good about their relationship with the firm.  Employees must also do a good job of listening
to customers.
 Build a relationship - with the customers because we had not have inter
relationship with other we cannot communicate. And we getting
misunderstand with each other’s.
 Always listen to them and ask questions what they need and as a example of
that offer extra food drinks.
 Use analogies to explain complex or technical issues – if you’ve done a good
job of building your relationship, you should be able to pick examples that
your customer will be able to connect with to explain your product or service
in a way they'll understand.
 Resolve disputes quickly and in way that suits their needs – if you've listened
to your customers, you should be able to identify the problem and offer
solutions to resolve the dispute as best you can. Read tips on handling
customer complaints.

Part 02

Customer service monitoring Strategy.

Udara Sampath 1042161

  Resources provide to quality service products.
1. Good training staff.
2. Experience management.
3. Enough space.
4. Quality raw materials.
 What will need to monitor.
1. Service quality.
2. Portion size.
3. Product quality.
4. Team members.
5. Customer complaint.
 Monitoring methods.
1. Observing service.
2. Feedback forms.
3. Check the preparation quality.
4. Online serve.
 When will you monitor.
1. When taking the order.
2. When guest arrived.
3. When offering the menu.
4. When taking the order.
 Responsible offers.
1. Front office staff.
2. Front office manager.
3. Bar manager.
4. Receptionist.
 How to inform the staff.
1. Emails.
2. Meetings
3. Show the notice in the notice board.
4. Informal chats.
 How to ensure that staff meet the standards,
1. By auditing.
2. Observing and monitoring.

 Document and records need to be kept.

1. Feedback forms.
2. Guests register.
3. Complaint records.
4. Guest Invoice

ATURA HOTEL CUSTOMER FEEDBACK FROM

Event name: Event Date / time:
Contact person: Phone/Email:
We truly hope your event was success. And hope we provide the best service for
the customers.
Udara Sampath We hope that you enjoyed your experience with our hotel. And
1042161
please take a few moment and complete this feedback from. We highly appreciate
that.
Part 03.

How to determine the customer needs,

 By talking to them

Udara Sampath 1042161

  Get some feedback for them
 By observed them

How is customer satisfaction being measured?

 By using qualitative system and the quantitative system.

What is techniques and strategies could you implement to identify customer service
complaint?

There are 6 steps followed by this format;

 Listen Carefully
 Acknowledge
 Respond
 Take action
 Report and record
 Follow up

How can we improved customer service?

 Train the staff
 Buy quality raw materials.
 Promote new discount.
 Make sure enough space
 Experience chef.
 IMPROVE YOUR TECHNICAL SKILLS

Work place changes to improve the service,

 New training programme.
 Buddy system
 introducing the motivation programme
 Give your customers a way to provide feedback
 Enhance your customer service strategy
 Improve your customer interactions

Effectiveness of Improvements
 Customer base will increase
 Profit geos high
 Staff benefits go high
 Guests will be well treated
 Management skills geos up
 Establish goals/expected outcomes
 Determine success measures and key performance indicators
 Plan what needs to happen to improve the service

Udara Sampath 1042161

Udara Sampath 1042161