SITXCCS007 Short Answer:

Q5. Provide 5 examples of products and services you offer in chosen filed with
brief description what these entail.

Ans : We choose hospitality industry, this industry provide both services and
product for customers.

In Hospitality industry products sold by hospitality outlet and services are

provided to meet expectations and customer needs and improve their experience.

Five examples of services and products in Hospitality industry:

 Lodge
 Travel
 Restaurant services
 Event management
 Entertainment and recreation.

Characteristics of hospitality industry: The hospitality industry is a multibillion

dollar industry that depends upon availability of leisure time, disposable income
and complete customer satisfaction.

This industry mainly focuses on providing basic needs, but also providing extra
services in time and cash in hand. The nature of hospitality industry is seven a
day and 24 hours a day, this includes employees availability from lodging to
transportation and entertainment.
Q10. Provide 3 examples how could you anticipate the needs of customers in
your service area .

Ans :

 You can use demographic trends to anticipate customer preferences, needs

and expectations. These might relate to customer age group, gender, social
and cultural characteristics.

For example, you might have discussed a customer group’s need for kosher
food due to the fact they are orthodox Jews. Knowing this you could recognise
that your customers will probably want to finish their meal in time to allow
them to drive home for Sabbath (when orthodox Jews are not permitted to
drive).

 We can also use skills in observation to anticipate customer preferences,

needs and expectations. You might see a customer’s group decked out in
foot ball jerseys and hats arrive at your hotel shortly before a football
match. It is likely that these customers will want the TV channel changed
so they can watch the game.
 When considering the needs, expectation s of your customers consider those
special needs. A customer who uses a wheelchair might need assistance to
access the lift, A customer with vision impairment might you need to read
the items on the menu to them. A Women with small baby could need a
private location to breastfeed a child or use of facilities to allow her to heat
milk.