ASSIGNMENT SHEET

( KERTAS TUGASAN )
KOD DAN NAMA
PROGRAM / I561-002-2:2018
PROGRAM’S CODE & FOOD & BEVERAGE OPERATION SUPERVISION
NAME
TAHAP / LEVEL L3

NO. DAN TAJUK UNIT

KOMPETENSI / I561-002-3:2018 – C01 F&B CUSTOMER SERVICES
COMPETENCY UNIT NO. HANDLING
AND TITLE

NO. DAN PENYATAAN

AKTIVITI KERJA / WORK 1. HANDLE GUEST REQUEST
ACTIVITIES NO. AND 2. ATTEND TO GUEST COMPLAINTS
STATEMENT 3. DEVELOP GUEST RAPPORT

Muka Surat / Page :

NO. KOD / CODE NUM. I561-002-3:2018-C01/T(2/7)
1 Drp / Of : 2

TAJUK / TITLE:
DEFINE TYPES OF HANDLING GUEST REQUEST

TUJUAN / PURPOSE:
This assignment sheet is to explain guest request handling procedure with advantage
and disadvantage handling guest request in handle guest request.
 Muka Surat / Page :
NO. KOD / CODE NUM. I561-002-3:2018-C01/T(2/7)
2 Drp / Of : 4
ARAHAN KEPADA CALON / INSTRUCTION TO CANDIDATE:
1. Ujian ini adalah untuk menilai pengetahuan anda dalam penilaian yang sesuai
dalam keperluan kompetensi NOSS. / This exam is to assess your knowledge
in the appropriate evaluation within the requirements of the NOSS
competency.
2. Sila baca arahan ini dengan teliti sebelum menjawab soalan. / Please read
these instructions carefully before answering the questions

SOALAN/QUESTION :
PART A: SHORT ANSWER

1) List down five (5) types of proceduries handling guest request?

1. ..............................................................................................................................
..............................................................................................................................
2. ..............................................................................................................................
..............................................................................................................................
3. ..............................................................................................................................
..............................................................................................................................
4. ..............................................................................................................................
..............................................................................................................................
5. ..............................................................................................................................
..............................................................................................................................
(10 Marks)

2) State five (5) types of handling guest aggressive.

a) ………………………………………………………………………………………
b) ………………………………………………………………………………………
c) ………………………………………………………………………………………
d) ………………………………………………………………………………………
e) ………………………………………………………………………………………

(10 Marks)
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3) State five (5) types of handling guest request complaint?

a) ………………………………………………………………………………………
b) ………………………………………………………………………………………
c) ………………………………………………………………………………………
d) ………………………………………………………………………………………
e) ……………………………………………………………………………………..

(10 Marks)

TOTAL MARKS ( / 30)

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NO. KOD / CODE NUM. I561-002-3:2018-C01/T(2/7)
4 Drp / Of : 4
BAHAGIAN B / PART B: ISI TEMPAT KOSONG / FILL IN THE BLANKS
Isi tempat kosong dengan jawapan yang betul /
Fill in the blanks with the correct answers.

Interrupting Attitude Apologize

Problem solving Opposite

Control Calm Aggressive

Action Service

1. Listen to the customers' complaints and avoid ________________.

2. Regardless of whether the complaint is founded or not, maintain an
_________________ of service.
3. Do not rush to agree or __________________ for the allegations
4. Instead of taking a defensive stance, move into a ____________________
mode.
5. The idea here is not to make the customer feel bad, but quite the
________________.
6. Keeping eye contact with them is about remaining in _____________, being
confident and calm, and thus professional.
7. Although this will probably be the toughest thing to do, you must remain
____________ and friendly.
8. Most people are less _________________ if they are sitting down, so invite
them to sit.
9. If they start delivering punches (or other physically assaults), then you must of
course take defensive ______________ and call for help.
10. Through your actions and words, let them know that you have every intention
to provide them a high level of ____________________, regardless of their
behaviors.

TOTAL MARKS ( / 10)

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NO. KOD / CODE NUM. I561-002-3:2018-C01/T(2/7)
5 Drp / Of : 4
SKEMA PEMARKAHAN / MARKING SCHEME:

No Section Type Of Question No Of Marks

Setting Questions

01 A SHORT ANSWER 3 30

02 B FILL IN THE BLANKS 10 10

TOTAL 13 40

KEPUTUSAN PENILAIAN/ASSESSMENT RESULT

TERAMPIL / BELUM TERAMPIL

MARKAH/SCORE : %
COMPETENT/ NOT COMPETENT

ULASAN PEGAWAI PENILAI/ASSESSOR COMMENTS :

Tandatangan Pegawai Penilai/ Tarikh/Date :

Assessor’s Signature
Nama/Name :