Assessment Tasks and Instructions

Student Name Santosh Shah

Student Number RC00002684
Course and Code
Unit(s) of Competency and Code(s) SITXCCS014 Provide service to customers
Stream/Cluster
Trainer/Assessor

Assessment for this Unit of Competency/Cluster Details

Assessment 1 Case Study
Assessment 2 Practical Observation
Assessment 3
Assessment conducted in this instance: Assessment 1 2 3

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
NO No further information required

Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Santosh Shah Date 13/03/2023

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
Name

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 Signature Date
Assessment Guidelines

What will be assessed

The purpose of this assessment is to assess you underpinning knowledge to complete the tasks outlined in the
elements and performance criteria for this unit of competency and relating to the following aspects:

 principles of quality customer service and positive communication

 appropriate non-verbal communication for customer service:
o body language
o culturally specific communication customs and practices
o dress and accessories
o gestures and mannerisms
o use of space
o voice tonality and volume
 methods for enhancing service delivery in response to staff and customer feedback
 specific industry sector:
o professional service standards expected of service industry personnel
o attitudes and attributes expected by the service industries to work with customers
o standards of personal presentation and hygiene
o different customer service and communication expectations, especially those with special service needs
 particular organisation:
o types of customers
 external
 internal
 new
 regular or repeat
 visitors
o designated response times for acknowledging customers and their enquiry
o personal presentation and hygiene standards
 customer service policies and procedures, in particular those for:
o acknowledging and greeting customers
o complaint and dispute management
o empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer
compensation
o loyalty programs
o presentation standards for customer environment, customer service personnel, and documents and
promotional materials
o pricing guarantees
o product quality
o refunds and cancellation fees
o response times

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 o service guarantees
o training staff for customer service and complaint handling
 awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:
o modes of greeting, farewelling and conversation
o body language and body gestures
o formality of language
o clothing
 methods of collecting feedback:
o formal:
 surveys
 interviews
 structured questioning
o informal:
 observation
 casual discussion
 essential features, conventions and usage of different types of communication techniques and equipment.
Place/Location where assessment will be conducted

Resource Requirements
Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise.

Instructions for assessment including WHS requirements

You are required to address all questions to achieve competence. Your trainer will provide you with
instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer
will provide you with feedback and the result you have achieved.

Statement of Authenticity
Yes
I acknowledge that I understand the requirements to complete the assessment tasks

The assessment process including the provisions for re-submitting and academic appeals were explained
Yes
to me and I understand these processes
Yes I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Santosh Shah Date: 13 /03 /2023

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This assessment: First Attempt YES 2nd Attempt Extension – Date:    /    /   

RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory

Feedback to Student:

Assessor(s) Signature(s): Date:    /    /     

Student Signature Santosh Shah Date:    /    /     

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Assessment 1

Case Study

Your task: Read the following letter and answer the questions below. Each question must be completed.

25A/ 368 Lexington Avenue

Manhattan
New York 10037
USA

Dear Sir/Madam

My family and I have recently experienced a 5 day stay in your hotel. This was our first visit to Australia and a special treat for our
teenage children. Unfortunately we have returned home very disappointed with our holiday. As a customer service manager myself, I feel
it worth bringing to your attention some downfalls in your hotel operation.

Firstly, we had pre-booked a private transfer from the airport to your accommodation via your reservation department. Although I did
not receive any written confirmation your employee Jane assured me via a telephone conversation that she would organise this. As we
arrived after a tiring 20 hour flight this service was nowhere to be seen, instead we had to catch a taxi. To make matters worse, the driver
had no idea where your hotel was located so we were driven via a considerably longer route to your establishment.

On arrival your two bellhops were stationed at their desk, but seemed to be more preoccupied with what I believe to be ‘internet surfing’
than helping us with our bags. They were slouched over the desk engrossed in whatever they were viewing on the computer screen. We
consequently shifted our luggage in from the taxi ourselves.

The service in your reception area wasn’t much better! The girl at first had trouble locating our reservation and then when she did she
told us, rather abruptly, that we would have to wait another hour until our room would be ready. Although we did request an early
arrival, and only arrived a little before the check in time of 1pm, I was surprised that allowances couldn’t have been made considering we
have travelled from such a far distance and were all extremely tired and jetlagged. At this time I also questioned the ‘missing’ airport
transfer for which I was not given any apology, just told that it would be investigated. During my stay not one representative from your
venue provided any explanation. To make matters worse the charge was still placed on my bill which I then had to dispute on departure.
Further, I found the receptionist’s attire to be less than desirable. Her uniform seemed to be stained, ill fitting and missing a button. Her
hair was long and it hung over her face. She had multiple piercings in each ear. I would be interested to see your establishment’s dress
code.

The rest of the stay didn’t improve. We had requested an early morning maid’s service each day but on two occasions we arrived back to
our room after 3pm and the rooms still hadn’t been made up. Our ‘included’ breakfast caused confusion each morning, with the
restaurant cashier having to verify this each day with the front desk. On one occasions we booked a table in your fine dining restaurant
with a request for kosher provisions. We were told that this was no problem; however the chef in charge confused kosher with halal
provisions on that occasion and our celebration dinner consisted of a selection of vegetables instead. Finally on our last day the
requested wakeup call was not provided and consequently we had to skip breakfast and hasten our departure to catch our return flight.

This holiday to Australia was a complete disappointment. My wife and I had planned and saved for this trip a year in advance. It is
unlikely now that we will ever return to Australia and I will ensure that if any of our friends do make the trip that they avoid your hotel
accommodation and your entire chain of properties.

Regards

Hank Washington Jnr

__________________________________________________________________________________________________

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1. The Washington family was very disappointed with their Hotel Home Stay. Identify 8 problems they
experienced and provide a suggestion for more appropriate service/behaviour/ communication.

Downfalls Recommended Standard

1. Lack of airport transportation Employ a trustworthy transfer company.

2. No confirmation of the move Send a separate email with a confirmation that

includes the itinerary.
3. Having trouble finding a reservation Simplify the check-in procedure.

4. Receptionist was rude, hurried, and poorly Make it mandatory for staff to receive training in
groomed. customer service.

5. An early check-in was not permitted.
6. No supplies were maintained in the
accommodation.
7.There was no apology for the missed airport
transfer.
As a form of payment, provide perks like welcome
beverages.
Team that is understanding of customers' demands
Write a letter of apologies and include freebies (ex.
Chocolates, flowers).

8. No wake-up call To prevent missing check-in notes, ensure that they

are appropriately shared between departments.

2. Assume that Mr Washington approach.ed you, the receptionist, during their stay and raised these concerns
then. Provide a step by step explanation for how you would handle Mr Washington’s complaint in person.

Step-by-Step Procedure

1. Listening intently.
2. Show empathy with and recognise the problem.
3. Express regret for errors.
4. Resolve or rectify.
5. Follow through.

3. If you felt the complaint was above your scope of responsibility, who would you recommend to intervene
and assist?

Response

Supervisor/Manager/General Manager

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4. Assume that Mrs Washington has a mobility impairment and is confined to a wheelchair. Provide 6 service
provisions that could be extended to Mrs Washington relevant for the Tourism and Hospitality industry

Service provisions
1. Wheelchair access/ramps.
2. Wheelchair-accessible transportation service at airports.
3. Inquire if they require help.
4. Give the visitor enough time to answer the door.
5. Aid with manual door opening.
6. Rearrange the room's amenities to make them wheelchair accessible.

5. Unlike the Washingtons, some guests of Hotel Home Stay do not speak English. List 5 techniques you could
employ to be able to better communicate with non-English speaking customers.

Techniques to communicate where language barriers exist

1.  Talk gradually.
2. Use plain language.
3. Avoid using slang.
4. Employ concise language.
5. Make hand motions.

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6. On the template below, design an appropriate uniform for use in your department, inclusive of footwear.
Provide the character with facial features and grooming standards that would apply to a typical hospitality
employee. Provide a brief written description to the side to support your sketch.

1.Hair nett: Keep hair neat and out of the way of eating.

2. A chef's helmet or skull cap.

3. The chef's jacket has been cleaned and pressed.

4. Apron.

5. Pants of a chef.

6. Chef's clogs are slip-resistant footwear.

7. Tattoos and body piercings are to be covered up or avoided.

8. Hair on the face needs to be neat.

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7. The Tourism, Hospitality and Event Industry is reliant on strong teamwork. List 7 characteristics of an
effective team.

Characteristics of an effective team

1. Free dialogue
2. Enable impartial involvement with no favouritism
3. Confidence 
4. Tolerance
5. Respect 
6. Assistance/Support
7. Exchange details

8. Many guests at Hotel Home Stay come from diverse backgrounds: some are Indian, Muslims, Jewish,
German and Japanese. Identify 6 cultural requirements you may need to accommodate or provide for
people from these backgrounds.

Provisions to provide for cultural requirements

1. Muslims and Jews might place orders at unusual hours (ex. Passover, Fasting)
2. Various hygiene standards
3. Strict dietary restrictions (ex. Vegetarian, kosher, halal)
4. Recipe modifications to account for alcohol content
5. Distinctive dining habits
6. Think of the 13th floor as unlucky

9. The General Manager of Hotel Home Stay has delegated the responsibility of fixing the internal problems
highlighted in Mr Washington’s letter to the 4 department managers. List at least 6 steps the team of
managers should follow in order to get the task completed.

Steps to resolve the internal service issues identified by the Washington family
A conversation on the action plan
1. Determine the objective that applies to their department.
2. Determine the plan's priority
3. Finish your individual work and ask for help from other departments.
4. Continue to spread the word 
5. Follow up
6. Inquire as to whether or not they are satisfied with their stay.

10. Draft a letter of reply to Mr Washington, apologising and thanking him for bringing the service downfalls to
your attention. Ensure that your reply letter is structured in alignment with the ‘rules’ of written
communication (accuracy, simplicity, sequential flow of thoughts and use of an appropriate and professional
tone).
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 Print the letter and attach it to this case study.

Greetings, Mr. Washington

We feel honoured to have assisted you when you were a guest of ours. After the events that
occurred

We sincerely regret any inconvenience we may have caused you while you were here.

We can guarantee you that Hotel Futura will work closely with you to ensure that these issues don't
come up again. All of the staff members have received further training on professionalism in the job,
including how to handle guests and how to present themselves professionally. Also, we have
improved the communication between all of our departments to guarantee that reservations and
previous specific requests, such as airport transfers, room cleaning, and early morning calls, are
always met. This will guarantee that everyone receives the top-notch guest experience they are
entitled to.

We value your candour in pointing out the shortcomings of our service, and we'll do all in our power
to address them. We hope you would accept our offer of a free 4-day, 3-night stay, good till the end
of the year, at any Futura Hotel globally as we look forwards to servicing you once more.

I appreciate your thoughtful thinking.

Sincerely,

11. List all the policies and procedures which should be in place in the establishment to prevent the occurrences
in this case study. What would these need to include?

Policies or Procedures Details to be included

Customer service requirements. The organization's goals are:

 Organizational philosophy.
 Service requirements.
 Levels of commitment.
 A dedication to the delivery.

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 Time Allotted for Answer. The mission statement explicitly describes the
response time for requested supplies, the
specific steps taken to supply provisions, and
the priority given to complaints.

Time Allotted for Answer.  Uniforms should adhere to certain

guidelines about hygiene and
grooming.
 Provisions for jewellery, hairstyles,
tattoo coverings, and scents.

Processes and policies.  A defined process for filing complaints.

 Help with filing and handling
complaints.
 Complaining to the appropriate
department heads.
 Seeking a response.
 Conducting departmental follow-up.
 Contacting the client after.
 Assure that the client is aware of the
deadline.

Customer Support and Recommendations  May be compiled using guest books.

 Compile and arrange criticism.
 Collect via email, survey forms, and
customer service departments.

Customer Feedback Reporting and recording the input for the sake of future training
Recording

12. The General Manger has suggested that in future all departments must collect feedback to consistently
enable the organisation to monitor customer satisfaction and enhance continuous improvement.
List 3 formal and 2 informal methods which can be used for collecting feedback:

Formal method of collecting feedback Informal method of collecting feedback

Service. Floor staff observation.
Interviews. Informal conversation with a consumer.

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 Reaction calls.

13. You are the receptionist at Hotel Home Stay.

Mrs Joan Myers has telephoned you today, Wednesday 15 June at Hotel Home Stay. She has requested a
quote for 3 different lunch menus, which you have discussed with her in detail, to be emailed to her. Her
email address is (use your teacher’s email address).
The all-inclusive price for each menu is:

Menu 1 $ 21.50
Menu 2 $ 23.50
Menu 3 $ 27.80

A. Write an email to Mrs Myers, quoting the prices for each menu.
B. Ensure correct format, appropriate language and spelling
C. Include your name and position in the footer
D. Email the quote to your teacher’s email address.

To: Reachcommunity@gmail.com
CC:

Greetings, Mrs. Joan Myers

From the Hotel Futura, greetings!

We are honoured that you chose to entrust us with such a unique event, and we are forwards to continue
working with you to meet your expectations. At Hotel Futura, we put a high priority on doing everything we can
to make preparing your events simpler and more efficient for you. In response to your request, I've included in
this email all the information you need about our delectable, carefully chosen set meals, along with their prices.
Event took place on January 2, 2019
Function: Marriage Ceremony
There are 50 guests total.
Location: Event Hall 1.

Menu 1 $21.51
Entrée: Chicken and Corn Soup
Main: Fish Florentine
Dessert: A choice of vanilla, strawberry or chocolate ice cream

Menu 2 $ 23.50
Entrée: Beetroot and Rocket Salad with Burratta Cheese in Lemon Vinaigrette
Main: Italian Roast Chicken with Homemade Gravy
Dessert: Brownie Ala Mode with Walnuts
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Menu 3 $ 27.80
Entrée: Fried Zucchini Flowers stuffed with Seafood Mousse
Main: 250g Grilled Rump Steak in Peppercorn or Mushroom Sauce
Dessert: Chocolate Lava Cake with Raspberry Coulis
Please do not hesitate to contact us with any questions or requests so that we can provide you and your visitors
with the service that best meets their needs. We really hope that you find the alternatives we have presented to
your satisfaction, and we eagerly await your feedback on the one you ultimately select.
Have a great day, and thanks again!
Manager of Events 
Santosh Shah

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