HD-22 2.2 Student Assessment

Student Assessment
SBTA reference: HD-22_2.2_Enhance and provide customer service

Units of competency: SITTXCCS014 Provide service to customers
SITTXCCS015 Enhance the customer service experience
SITXCCS010 Provide visitor information
Student’s ID and name: Gabrielle Melissa Pereira 51561
Assessor’s name:
ASSESSMENT TASK 1: KNOWLEDGE QUESTIONS

Assessment task instructions:
This is the first (1) unit assessment task. You must successfully complete all questions to be deemed satisfactory in this
task.
Purpose of the assessment task:
The purpose of this task is to assess your skills in the following:
 principles of quality customer service and positive communication and attitudes and attributes expected by the
service industries to work with customers and professional service standards expected of service industry personnel
and organisational service procedures and standards
 standards of personal presentation and hygiene and appropriate non-verbal communication for customer service
and designated response times for acknowledging customers and their enquiry
 essential features, conventions and use of different types of communication techniques and equipment,
considerations when selecting a mode of communication and methods of collecting feedback and methods for
enhancing service delivery in response to staff
 different customer service and communication expectations, including those with special service and techniques to
anticipate customer preferences, needs and expectations throughout the service experience and awareness of
customs and practices of social and cultural groups of customers in regard to different types of customers
 customer service policies and procedures and procedures for responding to the following common customer
complaints, as well as, conflict resolution techniques and methods of compensating dissatisfied customers and
factors to consider when determining compensation of dissatisfied customers
 extras and add-ons to enhance the customer experience, types of customer loyalty programs and essential features
and use of customer databases
 sources of information on the available local area facilities, products and services, information on the local area
features, methods to update and maintain local area knowledge
Assessment conditions and resources:
Assessment will be conducted in a safe simulated environment you will have access to following:
 Computer, Internet, MS Word, Student Portal, Learner Guide, PowerPoint, scenarios
 sources of information, services and general products and availability
 organisational specifications for customer service standards and organisational policies and procedures relevant to
customer service and visitor information, survey or feedback forms
 customer service standards, designated response times, presentation standards, procedures for dealing with
customer complaints, customer surveys and feedback collection and recording and reporting customer feedback,
visitors from different cultural backgrounds.
HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

Version 1 Issued 19/05/2023 Page 1 of 42
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Questions:
1.1. You are working for a hospitality establishment and have been advised by management during your induction
training when you started working there, that the key to good customer service is building good relationships
with your customers. (Guide: Select all correct answers)
1.1 a) Tick all those below that are principles of good customer service.
☐ know what your customers consider to be good customer service
☐ make friends will all your customers on social network
☐ take the time to find out customers' expectations
☐ follow up on both positive and negative feedback you receive
☐ call your customers from work to have a chat with them and see how they are
☐ ensure that you consider customer service in all aspects of your business
☐ continuously look for ways to improve the level of customer service you deliver.
1.1 b) What are the benefits of good customer service for individuals and companies that are in the
hospitality sector? List minimum of four (4) benefits. (Guide: 100-120 words)
 Customer Satisfaction: By providing excellent customer service, individuals and companies

in the hospitality sector can enhance customer satisfaction. When customers receive
prompt assistance, friendly interactions, and personalized attention, they are more likely
to have a positive experience. Satisfied customers are more likely to return in the future,
recommend the establishment to others, and leave positive reviews or ratings,
contributing to the establishment's reputation and success.

 Repeat Business: Good customer service promotes repeat business. When customers have
a positive experience and feel valued, they are more likely to choose the same
establishment for future stays, visits, or services. This can lead to increased customer
loyalty, a higher rate of returning customers, and a positive impact on revenue and
profitability.

 Brand Reputation: Excellent customer service helps build a strong brand reputation in the
hospitality sector. Word-of-mouth recommendations play a significant role in attracting
new customers, and providing outstanding service can generate positive buzz about the
establishment. A strong reputation for exceptional customer service can set a hospitality
company apart from its competitors and position it as a preferred choice for potential
customers.

 Competitive Advantage: Good customer service can serve as a competitive advantage for
individuals and companies in the hospitality sector. In an industry where customers have

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numerous options to choose from, exceptional service can differentiate an establishment

from its competitors. By consistently delivering excellent customer service, companies can
gain a competitive edge, attract more customers, and increase market share.
1.1 c) When you are working in a customer service role in a hospitality establishment you must be aware of
non-verbal communication methods. Review the table below and for each of the non-verbal
communication methods in the table below give one example of what might be considered
inappropriate? An example has been completed for you. (Guide: 30-50 words each)
Avoiding eye contact or constantly looking away from the customer

Non-verbal communication
might be considered inappropriate as it can convey disinterest or lack of
engagement.
Crossing arms in a defensive or confrontational manner can create a

barrier and signal disapproval or hostility, which is inappropriate in a
body language
customer service role.
Slouching or adopting a casual posture during interactions with

culturally specific
communication customs and
customers can give the impression of indifference or a lack of
practices professionalism.
Dressing inappropriately for the hospitality establishment's dress code,

dress and accessories
such as wearing revealing or offensive clothing, can be deemed
inappropriate and unprofessional
Making obscene or offensive gestures, such as an inappropriate hand

gestures and mannerisms
gesture or mimicking disrespectful actions, is highly inappropriate and
unprofessional.
Invading the customer's personal space by standing too close can make
use of space
them feel uncomfortable. It is important to maintain an appropriate
distance and respect personal boundaries.
Speaking loudly, shouting, or using a harsh tone can be considered

voice tonality and volume
inappropriate as it may come across as aggressive or disrespectful
towards customers.
1.2. You work for a local hotel. Your new duty manager approached your team and said that there is “0 customer
feedback”. Use the space below and:

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1.2 a) explain what the term “0 Customer Feedback” means and;
1.2 b) list five (5) methods of formal and informal gathering of customer feedback. (Guide: 30-50 words)
a)
The term "0 Customer Feedback" refers to the absence or lack of any feedback or input from
customers regarding their experiences, satisfaction levels, or opinions about a product,
service, or overall customer experience. It indicates that there have been no comments,
reviews, suggestions, or complaints received from customers during a specific period or in a
particular context. This lack of feedback can make it challenging for businesses or
organizations to gauge customer satisfaction, identify areas for improvement, or make
informed decisions based on customer preferences. It highlights the need for initiatives to
encourage and gather feedback from customers to better understand their needs and
enhance the overall customer experience.
1 Online Surveys: Sending out electronic surveys to customers via email or through the
hotel's website to gather structured feedback on specific aspects of their stay.
2 Comment Cards: Placing physical comment cards at the front desk or in guest rooms,
allowing customers to provide written feedback about their experience.
3 Social Media Monitoring: Monitoring and analyzing customer comments, reviews, and
messages on social media platforms to gather informal feedback and identify areas for
improvement.
b)
4 Guest Reviews: Monitoring and analyzing reviews left by customers on review websites
such as TripAdvisor, Google Reviews, or booking platforms to gain insights into their
experiences.
5 Direct Customer Interactions: Encouraging frontline staff to engage in personal

conversations with customers, actively listening to their feedback, and noting any concerns
or suggestions.
1.3. Customer feedback informs the hospitality establishment on what is needed to enhance service delivery and
customer service. List four (4) methods that can be used to enhance service delivery.
1 Training and Development: Providing comprehensive training programs for staff members to
improve their knowledge, skills, and customer service capabilities. This can include training on

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communication, problem-solving, conflict resolution, and specific job-related tasks to ensure

that employees are well-equipped to deliver exceptional service.
2 Continuous Quality Improvement: Implementing a system for monitoring and evaluating service
delivery on an ongoing basis. This can involve regular performance assessments, customer
satisfaction surveys, and feedback analysis to identify areas that require improvement and
implement necessary changes.
3 Personalization and Customization: Offering personalized experiences and services tailored to

individual customer preferences and needs. This can include remembering guest preferences,
providing personalized recommendations, and offering customized amenities or packages to
create a unique and memorable experience for each customer.
4 Technology Integration: Utilizing technology to streamline service delivery processes and

enhance efficiency. This can involve implementing online reservation systems, self-check-in
kiosks, mobile apps for seamless communication, or guest feedback management tools to
gather real-time feedback and address customer concerns promptly.
1.4. Thinking about the hospitality industry to answer the following questions:
1.4 a) Explain what professional service standards are expected by personnel working in the hospitality sector.
(Guide: 30-50 words)
1.4 b) Professional service standards refer to the set of expectations and behaviors
that personnel working in the hospitality sector are required to adhere to in order to
provide a high level of service to customers. These standards typically encompass
various aspects, including:
1.4 c)
1.4 d) Knowledge and Expertise: Personnel are expected to have a thorough
understanding of their roles, responsibilities, and the services offered by the
establishment. They should possess adequate knowledge of the facility, amenities,
local attractions, and relevant policies to effectively assist and provide accurate
information to guests.
1.4 e)
1.4 f) Professionalism and Courtesy: Hospitality personnel are expected to
demonstrate professionalism, respect, and courtesy in their interactions with
customers. This involves maintaining a positive attitude, using appropriate language,

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addressing customers by name, actively listening to their needs, and responding

promptly and courteously to inquiries or concerns.
1.4 g)
1.4 h) Appearance and Grooming: Personnel are typically required to maintain a
neat and clean appearance that aligns with the establishment's dress code and
grooming standards. This includes wearing appropriate uniforms or attire, grooming
oneself properly, and presenting a professional image to guests.
1.4 i)
1.4 j) Communication Skills: Effective communication is crucial in the hospitality
sector. Personnel should possess good verbal and non-verbal communication skills,
including clear and articulate speech, active listening, and the ability to convey
information concisely and accurately. They should also adapt their communication
style to suit different customers and situations, ensuring effective and positive
interactions.
1.4 k)
1.4 l) Time Management and Efficiency: Hospitality personnel should demonstrate
strong time management skills and the ability to multitask effectively. They should
prioritize tasks, respond promptly to customer needs, and strive to provide efficient
and timely service without compromising quality.
1.4 m)
1.4 n) Problem-Solving and Adaptability: Personnel should be capable of handling
customer complaints, resolving conflicts, and addressing issues that may arise during
a guest's stay. They should demonstrate problem-solving skills, a proactive attitude,
and the ability to remain calm and composed in challenging situations. Adaptability is
also important, as personnel may need to adjust to changing circumstances or guest
preferences.
1.4 o)
1.4 p) If you were working for a restaurant or hotel list 3 attitudes and attributes which would be expected of
you when liaising with customers at the establishments. (Guide: 25 to 30 words)
1.4 q) If I were working for a restaurant or hotel, three attitudes and attributes
expected of me when liaising with customers would include:
1.4 r)
1.4 s) Friendliness: Displaying a warm and welcoming demeanor to make customers

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feel comfortable and valued.

1.4 t) Patience: Demonstrating patience when addressing customer inquiries,
concerns, or requests, ensuring that their needs are met.
1.4 u) Professionalism: Maintaining a professional approach, including politeness, respect,
and the ability to handle customer interactions with courtesy and discretion.
1.4 v)
1.4 w) You work at the Tamina Hotel in Sydney CBD which is a 5-star hotel. Research 5-star hotel
requirements and list what would be customer expectations when staying in this hotel.
As an AI language model, I don't have real-time access to specific hotel requirements for the Tamina
Hotel in Sydney CBD. However, I can provide you with a general idea of customer expectations in a
5-star hotel based on industry standards. Here are some common customer expectations when
staying in a 5-star hotel:
1. Luxury Accommodation: Customers expect spacious, well-appointed rooms or suites with high-
quality furnishings, comfortable beds, and premium amenities. This may include features like a
luxurious bathroom, a minibar, high-speed internet access, and advanced in-room technology.
2. Excellent Service: Customers anticipate exceptional service from the hotel staff, including a warm
welcome, personalized assistance, and prompt responses to their needs. This includes services like
24-hour concierge, room service, housekeeping, and assistance with restaurant reservations or tour
bookings.
3. Fine Dining Options: 5-star hotels often offer a range of dining options, including upscale restaurants
and bars. Customers expect top-quality cuisine, an extensive menu selection, a variety of dining
settings, and attentive service.
4. Spa and Wellness Facilities: Many 5-star hotels feature spa and wellness facilities such as a fitness
center, swimming pool, sauna, steam room, and a range of spa treatments. Guests anticipate access
to these amenities for relaxation and rejuvenation during their stay.
5. Attention to Detail: Customers staying in a 5-star hotel expect a high level of attention to detail
throughout their experience. This includes meticulous housekeeping, turndown service, fresh and
quality linens, and thoughtful touches that enhance their comfort and convenience.
6. Security and Safety: Guests expect a 5-star hotel to prioritize their safety and security. This includes
measures such as secure access to rooms, a 24-hour security presence, surveillance systems, and
well-trained staff to handle emergency situations.
7. Exclusive Services and Facilities: 5-star hotels often provide additional exclusive services such as a
business center, meeting rooms, valet parking, chauffeur services, and personalized event planning.

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It's important to note that specific customer expectations may vary, and the Tamina Hotel may have
its unique offerings and requirements. For the most accurate and up-to-date information, it would
be best to refer to the official website or contact the Tamina Hotel directly.
1.4 x) You have just applied for a job in a major international hotel.
What would be the standards for personal presentation and hygiene? (Guide: Short to 100-120 words)
When applying for a job in a major international hotel, the standards for personal presentation and
hygiene are typically high. Here are some general expectations:
1. Grooming: Personal grooming is crucial, with clean and well-maintained hair, neatly trimmed nails,
and a well-groomed appearance for both male and female applicants. Facial hair should be neatly
groomed, and makeup should be applied professionally and conservatively.
2. Attire: Applicants are expected to dress professionally and in accordance with the hotel's dress
code. This may involve wearing a suit, formal business attire, or a uniform depending on the specific
position applied for.
3. Hygiene: Excellent personal hygiene is essential, including daily showering, use of deodorant, and
fresh breath. Maintaining cleanliness throughout the day is important, including regular
handwashing and use of hand sanitizers when necessary.
4. Minimal Jewelry and Accessories: Applicants should adhere to a minimalistic approach when it
comes to jewelry and accessories. Avoid excessive or distracting accessories, and opt for a tasteful
and professional appearance.
5. Neatness: Attention to detail is crucial, with ironed and wrinkle-free clothing, polished shoes, and an
overall neat and well-put-together appearance. This demonstrates professionalism and attention to
personal presentation.
It is important to note that specific requirements may vary depending on the hotel and the position
being applied for. It is advisable to refer to the hotel's official guidelines or seek further information
during the application process to ensure compliance with their specific standards for personal
presentation and hygiene.
1.4 y) James Smith is in a wheelchair. He has just booked into a hotel you are working in. Explain what would
be his special needs and how could you cater for his special needs. (Guide: Short to 80 to100 words)

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1.4 z) James Smith, being in a wheelchair, has specific special needs that should be
addressed to ensure his comfort and accessibility during his stay at the hotel. To
cater to his special needs, the hotel can take the following steps:
1.4 aa)
1.4 bb) Accessibility: Ensure that the hotel has wheelchair-accessible entrances,
ramps, and elevators, allowing James to navigate the premises easily. Accessible
parking spaces close to the entrance should be available as well.
1.4 cc)
1.4 dd) Adapted Room: Assign James a specially adapted room that is wheelchair-
friendly. This includes features like wider doorways, lower light switches and
thermostats, grab bars in the bathroom, roll-in showers, and accessible sink and
toilet facilities.
1.4 ee)
1.4 ff) Mobility Assistance: Train staff members to provide appropriate assistance to
James, such as offering to help with luggage, arranging transportation, or providing
guidance on accessible facilities within the hotel.
1.4 gg)
1.4 hh) Communication: Ensure that communication with James is accessible by
providing visual aids, such as written information or electronic communication
options, to supplement verbal communication.
1.4 ii)
1.4 jj) Dining and Amenities: Make sure that the hotel's dining facilities and
amenities, such as restaurants, bars, pools, and fitness centers, are wheelchair-
accessible. Provide accessible seating arrangements and ensure that the necessary
equipment and facilities are available.
1.4 kk)
1.4 ll) By addressing James' special needs and taking these measures, the hotel can
ensure that he has a comfortable and enjoyable stay, with the necessary accessibility
and assistance provided to enhance his experience.
1.5. You are working for an international Sydney Hotel. Using the table below explain your understanding of the
following terms? (Guide: select the most appropriate answers from below)
1.5 a) Which type of customer refers to people or entities that interact with the hospitality establishment from
within?

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☐ External customers
☐ New customers
☐ Regular or repeat customers
☒ Internal customers
1.5 b) A "new" customer refers to:
☐ A customer who visits your establishment often
☐. A customer who has just started patronising your business
☐ A customer who interacts with your organisation from the outside
☐ A customer from another department in the same organisation
1.5 c) Regular or repeat customers are important because:
☐ They provide a stable source of revenue
☐ They are easier to deal with as they are familiar with the services
☐ They are more likely to recommend the business to others
☐ All of the above
1.5 d) In the context of hospitality, who would be classified as an external customer?
☐ The hotel's food and beverage manager
☐ A guest staying at the hotel for the first-time
☐ The hotel's maintenance department
☐ The hotel's general manager
1.5 e) Visitors, in the context of customer service in hospitality, usually refer to:
☐ Employees visiting from other branches
☐ Individuals who patronise the business occasionally, such as tourists or people attending a specific
event
☐ Regular or repeat customers
☐ New employees who are still learning about the establishment
1.5 f) Which of the following statements best describes the relationship between a hotel and its internal
customers?
☒ The hotel provides services to these customers
☐ These customers work together with the hotel to ensure smooth operation
☐ These customers are the hotel's primary source of revenue
☐ The hotel needs to advertise to attract these customers
1.5 g) Who benefits directly from the services provided by the human resources department in a hotel?
☐ External customers
☐ Internal customers
☐ New customers

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☐ Visitors
1.5 h) Who among the following is likely to be a regular or repeat customer?
☐ A family visiting the hotel restaurant for the first-time
☐ A business traveller who stays at the hotel every month
☐ A guest who is staying at the hotel due to a delayed flight
☐ A tourist visiting the city for the first time
1.5 i) A customer who has never patronised your establishment before can be categorised as:
☐ A visitor
☐ An internal customer
☐ A new customer
☐ A regular or repeat customer
1.5 j) Why is understanding the different types of customers important in the hospitality industry?
☐ It helps in personalising the customer experience
☐ It assists in predicting customer behaviour and needs
☐ It helps in improving customer service and satisfaction
☐ All of the above
1.6. Review the following short scenario and answer each point in the table below. (guide: approx. 30-50 words each)
Scenario:
You have just started working at the reception area in Hotel Tamina which is a busy hotel.
At your induction you were presented with the hotel uniform which you must wear at all times and the Hotel’s Customer
Service Policies and Procedures which you have been reviewing and you were advised that the hotel requires all
employees to be well presented at times.
The hotels requires all reception staff to gain understanding of the hotel surroundings so customers can be assisted in the
reception areas appropriately.
Each morning customers leave the hotel and pay for services when checking out. In the afternoon, customers arrive and
wish to check in and ask about services the hotel offers. Some may also request information on sites and points of
interest available to them around the hotel.
You manager requested that you keep the hotel’s policies and procedures handy so you can refer to them when needed
and prior to requesting assistance from senior staff members or managements.
In the past few hours you have been faced with the following queries and needed to review the policies and procedures.
What could be personal
presentation and hygiene
standards for this hotel
What would be expectations
of the hotel on:

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 presentation standards
for customer
environment,
 customer service
personnel, and
 documents and
promotional materials
Greetings and farewelling
What are the hotel customer expectations to customers and
conversation and language visitors
standards and visitor and Conversation and acceptable
customer expectations for language to customers and visitors
each of the following formality of language to customers
and visitors
What would be suitable and
appropriate designated
response times and process
for acknowledging
customers and their
enquiries at the reception
when they arrive to the
hotel, or when checking out
and why?
What would be the process
and suitable designated
response time for and when
customers are seeking ideas
on what to explore around
the hotel and why?
1.7. It is important to meet and exceed customer expectation and always strive to enhance customer service delivery
especially when customers took time to provide feedback.
Refer and review each of the hospitality customer service policies and procedures available, address each of the
points below and provide a brief explanation of your understanding for each of the policies. (Guide: 50+ each
point)
Policies and procedures Explanations
Complaint and dispute
handling and management
including designated response
times for providing service
and resolving complaints
Empowering staff in all
positions to resolve
complaints at their level
having authority to handle

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complaints
Loyalty programs
Pricing and service
guarantees
Product quality
Promotional services offered
Providing and updating local
area visitor information
Refunds and cancellation fees
Training staff for customer
service and complaint
handling
1.8. You are working at the reception in a local hotel in Sydney. At reception you get quite a variety of queries and
this also includes complaints.
Use the table below and briefly explain the process and methods for responding to each customer complaint you
would follow in your job role. (Guide: 80-100 words)
Complaint Responses
incorrect pricing or quotes
delay, error, problems or
faults s in providing products
or services or in the product
or service.
misunderstanding of customer
requests
escalated complaints or
disputes
other team members or
suppliers not providing
special requests
misunderstandings or
communication barriers
unmet expectations of, or
problems or faults with, a
service or product
1.9. Generally, in hotels, motels, restaurants and other hospitality establishments it is necessary to go above and
beyond for customers especially when they are not satisfied with the services or the products they receive.
Review the following 3 points and provide an answer as required. (Guide: 50-80 words)
1.9 a) While working at the reception at a hotel, list four (4) methods or ideas that can be used to compensate a
dissatisfied customer.
1.9 b) Use the space below and list the factors that would need to be considered when determining
compensation for dissatisfied customers?
1.9 c) Why would you negote with suppliers on customer behalf to gain reduced rates or extra services?

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Apology and Empathy: Begin by sincerely apologizing to the customer for their dissatisfaction
and expressing empathy towards their concerns. Let them know that their feedback is valued
and that you understand their disappointment.
Immediate Resolution: Take swift action to resolve the issue or address the customer's
complaint. This may involve offering a room upgrade, relocating them to a different room, or
fixing any problems they have encountered promptly.
a) Complimentary Amenities or Services: Offer complimentary amenities or services as a gesture

of goodwill. This could include a complimentary meal at the hotel restaurant, a spa treatment,
free Wi-Fi access, or vouchers for future stays.
Monetary Compensation: If the issue is significant or cannot be resolved to the customer's

satisfaction, consider providing some form of monetary compensation, such as a partial refund
or a discount on their current or future stay.
b) Severity of the Issue: Assess the severity of the problem or complaint raised by the customer.
The level of inconvenience, impact on their experience, or any potential harm caused will
influence the appropriate level of compensation.
Customer Expectations: Take into account the customer's initial expectations and whether the
establishment failed to meet those expectations. Consider what was promised or advertised
and compare it to the actual experience to determine appropriate compensation.
Individual Circumstances: Consider the unique circumstances and needs of the customer.
Factors like their loyalty to the establishment, previous positive experiences, or any extenuating
circumstances surrounding their dissatisfaction should be taken into account.
Industry Standards: Align compensation with industry standards and best practices. Research
how similar establishments handle customer complaints and consider what would be
considered fair and reasonable within the industry.
Long-term Customer Relationship: Consider the potential impact on the long-term relationship
with the customer. Offering appropriate compensation can help retain the customer's loyalty
and prevent negative word-of-mouth.

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Cost-Benefit Analysis: Evaluate the cost implications of the compensation and weigh them
against the potential benefits gained. Strive to find a balance that demonstrates the
establishment's commitment to customer satisfaction without exceeding what is reasonable or
financially sustainable.
Cost Savings: By negotiating reduced rates or discounts with suppliers, the establishment can
pass on the savings to the customers. This helps in offering competitive pricing, attracting more
customers, and potentially increasing revenue.
Enhanced Customer Experience: Negotiating for extra services or amenities from suppliers can
enhance the overall customer experience. For example, securing complimentary upgrades,
additional amenities, or exclusive offers can exceed customer expectations and leave a positive
c) impression.
Building Customer Loyalty: Going above and beyond to negotiate better deals for customers
demonstrates a commitment to their satisfaction. It fosters customer loyalty and builds long-
term relationships, as customers appreciate the effort made by the establishment to provide
them with added value and benefits.
1.10. When working in hospitality customer’s social and cultural needs will vary greatly.
List four (4) customs and practices you need to be aware of when dealing with customers for different
backgrounds, and social and cultural needs.
Greeting Customs: Different cultures may have specific greeting customs and norms. For example, in
some cultures, a handshake is the appropriate greeting, while others may prefer a bow, a kiss on the
cheek, or a simple nod. Being aware of these customs and adapting your greeting accordingly can
help create a positive first impression.
Dietary Restrictions and Preferences: Many individuals have dietary restrictions or preferences
based on cultural, religious, or health reasons. It is important to be knowledgeable about different
dietary requirements and have options available that cater to diverse needs, such as vegetarian,
vegan, gluten-free, or halal meals. Providing accurate information about ingredients and
accommodating specific dietary requests will enhance the customer experience.

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Personal Space and Body Language: Personal space and body language norms can vary across
cultures. Some cultures value close proximity and physical contact, while others prefer more
personal space. Being mindful of these differences and adapting your interactions accordingly can
help customers feel more comfortable and respected.
Cultural Celebrations and Observances: Familiarize yourself with major cultural celebrations,
holidays, and observances relevant to your customer base. Understanding the significance of these
events and making appropriate accommodations, such as offering special menus, decorations, or
greetings, can create a welcoming and inclusive atmosphere.
1.11. Read the scenarios below and complete the activities.

1.11 a) You are working in a busy and well-known restaurant in the CBD. the restaurant is well known for its
great food and customer service. The owner is always telling all his staff that his restaurant is always
striving to provide exceptional experience for all their customers who come to eat.
Use the space below and list 3 add-ons, you can use to enhance the customer service experience (Guide:
bullet point for each)
1. Personalized Recommendations: Train staff members to provide personalized recommendations
to customers based on their preferences and dietary restrictions. This can include suggesting
popular dishes, highlighting chef specials, or offering wine pairings to enhance their dining
experience.
2. Surprise Complimentary Treats: Encourage staff to surprise customers with small complimentary
treats or samples of new menu items. This unexpected gesture adds an element of delight and
showcases the restaurant's commitment to going above and beyond in providing a memorable
experience.
3. Special Occasion Recognition: Train staff to inquire discreetly about special occasions or
celebrations, such as birthdays or anniversaries, and then acknowledge them during the
customer's visit. This could involve offering a complimentary dessert with a personalized message
or a special table setup. Recognizing and celebrating these milestones adds a personalized touch
and creates a lasting impression.
1.11 b) Use the space below and explain how could you enhance customer service experience. List minimum of
four (4).

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4. Active Listening and Empathy: Train staff members to actively listen to customers, showing
genuine interest in their needs and concerns. Encourage them to practice empathy by
understanding and acknowledging the customer's emotions. This helps create a positive and
supportive environment, building rapport and trust with customers.
5. Personalized Service: Foster a culture of personalization by encouraging staff to address

customers by name and tailor their service to individual preferences. Train them to remember
customer preferences, such as preferred seating, dietary restrictions, or favorite dishes, to
provide a personalized and attentive experience.
1. Prompt and Efficient Service: Emphasize the importance of prompt and efficient service.
Encourage staff to respond quickly to customer requests, minimize wait times, and ensure
smooth and timely delivery of food and beverages. Efficient service demonstrates respect for the
customer's time and contributes to a positive dining experience.
2. Anticipating Needs and Going the Extra Mile: Train staff to anticipate customer needs and
proactively provide assistance or recommendations. Encourage them to go the extra mile by
offering unexpected amenities, such as complimentary refills, additional condiments, or arranging
special requests. This level of attentiveness exceeds customer expectations and creates a
memorable experience.
1.12. You work in a hotel as front office staff. Research and list essential features of customer databases which you
would be required to use. (Guide: 50 to 100 words)
1.13. When working as front office staff in a hotel, customer databases play a vital role in
managing guest information and enhancing the overall guest experience. Essential features of
customer databases that front office staff would be required to use include:
1.14.
1.15. Guest Profile Management: The ability to create and maintain comprehensive guest profiles,
including contact details, preferences, special requests, loyalty program information, and
previous stay history.
1.16.
1.17. Reservation Tracking: Efficient tracking and management of guest reservations, including
check-in and check-out dates, room types, rates, and any special requirements or notes
associated with the reservation.
1.18.
1.19. Communication and Messaging: Integration of communication tools to send personalized

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messages to guests, such as pre-arrival emails, room upgrade offers, or post-stay feedback
requests. This helps in enhancing guest engagement and building relationships.
1.20.
1.21. Loyalty Program Integration: Integration with a hotel's loyalty program, allowing front office
staff to access loyalty member information, track points, offer rewards, and provide personalized
benefits to loyal guests.
1.22.
1.23. Guest Service History: A comprehensive log of guest interactions and service history,
including previous requests, complaints, or preferences. This allows staff to provide personalized
and consistent service based on individual guest preferences and history.
1.24.
1.25. Analytics and Reporting: Robust reporting and analytics capabilities to track key performance
indicators, analyze guest behavior and preferences, identify trends, and make informed decisions
to improve guest satisfaction and operational efficiency.
1.26.
1.27. A well-designed customer database enables front office staff to provide personalized service,
anticipate guest needs, and deliver a seamless and memorable guest experience.
1.28.
1.29. Research factors to consider when determining compensation of dissatisfied customers, review the following
questions and select most appropriate answers for each. (Guide: some questions have more than one correct
answer)
1.13 a. Which of the following factors should be considered when determining compensation for dissatisfied
customers in Australia, in accordance with consumer laws?
☐ The severity of the issue and its impact on the customer
☐ The customer's loyalty and previous purchase history
☐ The financial resources of the company
☐ The market value of the product or service
1.13 b. Which legal and regulatory requirements are relevant to compensation for dissatisfied customers under
consumer laws in Australia?
☐ The Australian Consumer Law (ACL)
☐ The Competition and Consumer Act 2010
☐ The Fair-Trading Act
☐ The Privacy Act 1988
1.13 c. Which of the following actions may be required by consumer laws in Australia when compensating
dissatisfied customers?

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☐ Providing a full refund for the product or service
☐ Offering a replacement or repair of the faulty product
☐ Issuing a store credit or gift card as compensation
☐ Providing a written apology and explanation of the issue
1.13 d. When determining compensation for dissatisfied customers, which of the following factors should be
considered for the feasibility of providing the solution?
☐ The company's available resources and budget
☐ The geographical location of the customer
☐ The customer's social media following
☐ The colour of the product being replaced
1.13 e. Which of the following factors should be taken into account when considering the feasibility of
providing compensation to dissatisfied customers?
☐ The customer's preferred method of compensation
☐ The duration of time since the purchase was made
☐ The weather conditions at the customer's location
☐ The level of customer satisfaction prior to the complaint
1.13 f. In determining compensation for dissatisfied customers, which of the following factors is crucial to
assess the feasibility of providing the solution?
☐ The customer's occupation and income level
☐ The availability of replacement products or alternative solutions
☐ The customer's preferred communication channel
☐ The number of times the customer has complained in the past
1.30. Access the following website
https://www.visitnsw.com/visitor-information-centres
https://www.sydney.com/travel-information-old/visitor-information-centres
https://www.australia.com/en/facts-and-planning/about-australia/find-accredited-visitor-information-centres.html
or
select Sydney as your local destination. Research this website. Refer to the items listed below and provide
details of each item. (Guide: 25 to 50 words each)
Explain what information is available in your local area
Accommodation minimum
of 2 and costs
Organisation/hotel-specific
information
Local dining options
Entertainment venues
Local attractions, Outings,

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tours, trips
Local personal services
facilities
Local shopping facilities
Local transport options,
roads and travel routes
Sporting facilities
Weather conditions
Research 3 different
locations and list health and
safety important information
and advice which you should
pass on to potential visitors
to the area.
List the website you
accessed and researched.
1.31. You have been informed by your manager that you will be assisting a group of visitors from Japan and India.
Research the following social and cultural groups of visitors from Japan and India to assist with these groups of
visitors so that you can meet their needs and expectations. Complete the table below. (Guide: 100 words)
Japanese Visitors Your explanations
Modes of greeting, fare
welling and conversation
Body language and body
gestures
Formality of language 1.
Clothing
Indian Visitors Your explanations
Modes of greeting, fare
welling and conversation
Body language and body
gestures
Formality of language
Clothing
1.32. Research the following features of Sydney and surrounding area destinations (e.g. Central Coast, Blue Mountains
or South Coast) and explain each one in detail. (200+ Words)
Local features Your explanations
Areas of environmental, social
or cultural significance or
sensitivity
Cultural elements
Facilities for customers with
special needs

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Local customs
Local economy
Local facilities, banking and
public facility information
Major man-made attractions
1.33. Research conflict resolution techniques and select the most appropriate answers from the below
1.17 a) Which of the following is a crucial first step in conflict resolution with a customer at Hotel Tamina?
☐ Immediately offering a free room upgrade.
☐ Ignoring the problem until the customer forgets.
☐ Listening actively to the customer's complaint.
☐ Promising to fix everything immediately, regardless of the issue.
1.17 b) A customer is upset because their room is not ready upon arrival. How can a staff member best resolve
this situation?
☐ Telling the customer, it's not their fault and they should complain to the management.
☐ Offering a sincere apology and checking if there's another room available for immediate check-in.
☐ Ignoring the issue and hoping the customer will calm down.
☐ Suggesting the customer should have come later.
1.17 c) How can a staff member at Hotel Tamina demonstrate empathy when resolving a conflict with a
customer?
☐ By blaming other staff members for the problem.
☐ By discounting the customer's feelings about the issue.
☐ By acknowledging the customer's feelings and showing understanding.
☐ By telling the customer they are overreacting.
1.17 d) A customer is complaining about the quality of food in the hotel restaurant. Which of the following is
the best way to resolve the issue?
☐ Telling the customer that nobody else has complained about the food.
☐ Listening to the customer's complaint, apologizing sincerely, and offering to replace the meal.
☐ Suggesting the customer eat elsewhere.
☐ Ignoring the complaint since it is related to the restaurant and not the hotel.
1.17 e) In conflict resolution, why is it important to find a win-win solution when dealing with customers at
Hotel Tamina?
☐ Because it ensures the hotel always loses.
☐ Because it shows that the customer is always right.
☐ Because it allows for both the customer's needs and the hotel's interests to be addressed.
☐ Because it shifts the blame to another party.

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1.34. Research methods to update and maintain local area knowledge and select most apocopate answers from the
below.
1.18 a. Which of the following is the most effective method to keep Hotel Tamina's staff updated on local
events and attractions?
☐ Reading online reviews once a month.
☐ Attending local community meetings and staying in touch with the local tourism board.
☐ Asking guests what they did during their stay.
☐) Reading national newspapers.
1.18 b. A guest at Hotel Tamina is asking for recommendations for local eateries. What's the best way to ensure
the staff can provide accurate and updated information?
☐ Making sure staff have tried every restaurant in town themselves.
☐ Relying on outdated pamphlets and brochures from several years ago.
☐ Maintaining a regularly updated list of local restaurants, with information about cuisine, prices,
and atmosphere.
☐ Guessing based on the appearance of the restaurant from the outside.
1.18 c. How can Hotel Tamina staff stay informed about traffic conditions or construction that may affect
guests' travel plans?
☐ Checking social media updates once a week.
☐ Regularly monitoring local news outlets and traffic reporting websites or apps.
☐ Waiting for guests to complain about traffic problems.
☐ Assuming traffic conditions stay the same.
1.18 d. What's a good strategy for Hotel Tamina to keep its information about local attractions and events up-to-
date?
☐ Updating information annually.
☐ Relying solely on staff's personal knowledge and experiences.
☐ Regularly liaising with local businesses and event organizers for the latest information.
☐ Depending on guests to provide the latest information.
1.18 e. A guest at Hotel Tamina is interested in local hiking trails. How can the hotel staff provide the most
accurate and current information?
☐ Suggesting the guest to find information on their own online.
☐ Maintaining an up-to-date database of local trails, including difficulty levels, scenic points, and
safety advice.
☐ Offering directions to a random trail and hoping for the best.
☐ Recommending the same trail to every guest, regardless of their hiking ability.

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ASSESSMENT TASK 2: PROVIDING AND ENHANCING SERVICES TO CUSTOMERS

This is your second (2nd) assessment task in which you must complete practical activities successfully to gain
Satisfactory outcome for this task.
The purpose of this assessment task is to assess your skills to:
 identify customer requirements and provide quality customer service to three different internal and three different
external customers to meet requirements
 provide service to above customers in line with organisational customer service standards and within designated
organisational response times
 apply procedures to respond to and resolve three different customer complaints according to organisational
policies and procedures
 use effective communication techniques with the above internal and external customers, including at least one with
special needs
 seek formal and informal feedback from customers on above service.
 identify customer requirements and provide professional and personalised customer service experiences to two
different internal and two different external customers to meet requirements
 apply procedures to respond to and resolve three different customer complaints according to organisational
policies and procedures
 apply effective communication techniques with the above internal and external customers, including at least one
with special needs
 seek formal and informal feedback from customers on quality of above service
 provide above service to above customers in line with organisational customer service
visitors from different cultural backgrounds with whom the individual can interact feedback; and internal and
external customers with different service needs with whom the individual can interact.
Read the Case Study for Tamina Hotel and review the scenarios and the quality customer delivery checklist and conduct
all practical activities in the assessment task.
Case Study
Hotel Tamina is a 5-star hotel attached to a resort. The hotel a well-known restaurant, resort type facilities. Staff at the
reception are well trained in customer services. The lobby houses a visitors desk. The desk is run by the reception and all
reception staff are trained in providing advice to customers on local facilities, activates, travel and tourism activities.
The hotel is situated in Sydney Central Business District and the hotels is very busy. Your customers include business
people, families and single travellers. The hotel guests require range of internal and external products and services
including, room services, booking into local restaurants, advising about tours, booking local travel, advising on transport

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options, providing information discounted vouchers for destinations into theatre, venues or theme parks or other.
You work in the reception of the hotel and as always you have been very busy today. You have been meeting with
customers all day.
You are meeting with the following customers who came to the reception. You have been given a job description from
the HR Manager at your initial induction into the Hotel. Your manager asked you to review the job description and
ensure you understand your responsibilities well when dealing with the hotel customers.
Job Description: Customer Service Visitor Information Representative
Position: Customer Service Representative - Tamina Hotel Reception
Job Summary: The Customer Service Representative at Tamina Hotel Reception is responsible for delivering
exceptional customer service to hotel guests and visitors. They are primary point of contact for providing information,
assistance, and resolving customer inquiries and complaints. The representative ensures that all interactions with
customers are conducted in a professional manner, following the hotel's policies, procedures, and service standards. They
must actively engage with customers, identify their needs, and provide personalised recommendations and services to
enhance their experience. The representative must also collaborate with the service team and suppliers to tailor services
and ensure quality and efficiency. Additionally, they will proactively address difficult situations and complaints,
escalating issues when necessary, and providing ongoing feedback to improve customer service practices.
Responsibilities:
Communication and Customer Interaction:
c Select appropriate communication methods for each customer situation.
c Communicate with customers professionally, adhering to designated response times.
c Utilise appropriate verbal and non-verbal communication techniques.
c Observe and respond to customers' non-verbal cues.
c Use active listening and questioning to facilitate effective two-way communication.
Compliance and Service Standards:
c Follow Tamina's policies, procedures, and service standards.
c Maintain personal presentation and hygiene according to organisational requirements.
Customer Service and Rapport Building:
c Identify customer needs, including special requirements, and promptly address them.
c Advise customers on available products and services, tailoring recommendations to their preferences.
c Provide services and products, recognising opportunities to offer additional options beyond customer requests.
c Liaise with the service team and suppliers to tailor services, ensuring quality and efficiency.
c Seek opportunities to offer add-ons and deliver tailored customer service.
c Complaint Handling and Issue Resolution:
c Proactively respond to difficult service situations and customer complaints.
c Recognise and address customer dissatisfaction professionally.
c Provide solutions and communicate them effectively to customers.
c Identify operational issues, delays, and problems, taking immediate actions to minimise impact on customers.
c Resolve complaints according to own level of responsibility and organisational policy.
c Escalate unresolved issues to higher-level staff for further action.

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c Provide ongoing internal feedback on customer service practices.

c Regularly update customers on issue resolution progress.
c Suggest improvements to policies, procedures, or processes to team and supervisors.
c Team Collaboration and Feedback:
c Share information with team members to ensure quality service delivery.
c Review and evaluate complaints and solutions to enhance future response.
c Identify recurring issues and provide continuous feedback to other staff members.
c Provide internal feedback on customer complaints and feedback for necessary follow-up to prevent future
occurrences.
Customer Relationship Development:
c Maintain customer profiles to foster repeat business.
c Build repeat business based on customer profiles.
Qualifications:
c High school diploma or equivalent; further education in hospitality or customer service is a plus.
c Proven experience in a customer service role, preferably in the hospitality industry.
c Excellent verbal and written communication skills.
c Strong interpersonal skills and ability to build rapport with customers.
c Active listening and questioning skills.
c Ability to handle difficult situations and resolve complaints effectively.
c Strong organisational and time management abilities.
c Proficient in using computer systems and software applications.
c Familiarity with hotel operations and services is desirable.
Tamina Hotel Reception Customer Service Visitor Information Representative contributes to providing exceptional
customer experiences. In this position you are required to apply your communication skills, problem-solving abilities,
and passion for customer service to create memorable stays for our guests.
Activities: PART A – External Customers

Read the following three scenarios and complete all activities as directed.
Scenario 1
Emma had made a booking at a 5-Star resort at the Tamina Hotel for a business meeting.
Emma being a vegan had requested that she has breakfast brought to her room on arrival before she went to her business
meeting. Emma has made special request to have her room ready in the morning as well so that she could leave her
luggage in her room, have breakfast then go to her meeting.
On day two of her stay Emma will be joined by her friend who is on crutches and needs to be in close proximity to the
hotel lifts as he cannot walk too far.
On arrival, her room was not up to her standards and the television wasn't working. The room was situated in a corner
corridor and quite far from the hotel lifts.
Emma also found that the breakfast was not a vegan breakfast as she had requested as the breakfast consisted of eggs

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and bacon and dairy products.

Emma approached reception about the state of her room and the special request. She was unhappy, dissatisfied and
cranky as she was also getting late for her meeting and had not eaten all morning.
The receptionist was friendly, smiling, and stopped what she was doing immediately when Emma approached the
counter to provide her with the appropriate solutions to rectify the situation.
After listening to Emma's concerns, maintaining eye contact and nodding politely, the receptionist immediately took
steps to rectify the situation.
Scenario 2
Jan had booked two (2) rooms at the 5-star hotel, Tamina where she was meeting others at 3pm for a function.
On arrival, the hotel was very busy and Jan waited in line for 10 minutes before being served.
When Jan was finally greeted at the front counter, the receptionist was very apologetic and told Jan that her room was
not ready yet for her to check-in. by this time Jan became very frustrated and angry as she wanted to check-in so she
could leave her luggage before meeting her friends.
Jan was getting late for her meeting and wanted to know what the hotel could do to assist her and compensate her. The
receptionist is appearing calm and sympathetic to Jan and offering solutions and suitable additional services to calm Jan
down and to improve her stay with eh hotel.
Scenario 3
Stuart and his family are visiting Hotel Tamina on a family holiday.
They went out for dinner at the restaurant and found the chef was not happy to accommodate children’s meals, they
found that the staff at the restaurant were not friendly and Stuart had to call them to refill their drinks on several
occasions.
Stuart was also unhappy that they had to wait for over half an hour before their order was taken.
Whilst Stuart acknowledged that the restaurant in this 5-star hotel was busy, he still was annoyed that there was not
adequate staff on a Saturday night. Stuart is staying for a long duration at the hotel and wants to know why he can have
situation rectified and wishes to complaint to management but has come to the reception first to see the reception about
who he can complain to. The receptionist was friendly and tried to offer additional services, provide various solutions to
his complaints.
2.1. In this activity, you will be conducting meetings with the hotel customers based on scenarios 1, 2 and 3.
Your assessor will discuss the scenarios before you will commence conducting your meetings.
When conducting the meetings, you are to:
 Use your job description as your checklist to ensure you follow all Tamina’s Hotels prolicide and procedure
and meet all of your responsibilities, and
 act in a professional manner demonstrating, personal presentation and hygiene plus ability to resolve
customer complaints; and
 communicate with all three external customers; and
 follow defined organisational standards during customer service; and
 provide service to customers and quality service experience
 develop customer relationships and proactively respond to difficult service situations,
 respond to customer complaints, resolve them; and

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 provide internal feedback on customer service practices.
 Prior to conducting your meetings with customers confirm time and date with your assessor
Your assessor will appoint suitable colleagues for you to complete your activities and complete observation
checklist and provide you with feedback.
You are to now complete the following activities:
a. Review your job description and use it to guide you and ensure you meet all of the job responsibilities
b. Prior to conducing your meetings, use the space below and document how you are going to interact with each
customer and how you are going to resolve the situation. (Guide: 50 to 150 each)
Scenarios Your preparation notes and comments
Scenario 1
Scenario 2
Scenario 3
c. Your assessor will discuss planning date and time of your meetings and provide any additional points or
advice prior to your meetings. Note: your assessor will appoint suitable colleagues to participate in your
meetings. (Guide: 30-50 words)
Students will be using this to put their notes and advice provided by assessor, also list the time and date of meetings in
this space.
d. Refer to the Tamina Hotels organisational customer service policy and procedures and your job description and:
 Document below what are the key features of the customer service policies you need to comply when
dealing with the three customers; and
 Document responsibilities and actions you will take following your job description relevant to the individual
situation of each scenario. (200-250 words)
Scenarios Kay policy points and procedures to comply Key job responsibilities relevant to each specific
with scenario
Scenario 1
Scenario 2
Scenario 3
2.2. Role-play (15 - 20 minutes - 3 role-plays)
Refer to the three scenarios and conduct your meetings. Your assessor will be looking for you to demonstrate
following when conducing your meetings:
 Your personal presentation and hygiene as per policy and procedures
 Professional and positive verbal and non-verbal communication with your customers.
 Appropriate language and tone when communicating with the customer
 Active listening skills, appropriate questioning techniques
 clarify what the customer’s needs are

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 Establish rapport, promote goodwill and trust
 Provide solution to rectify the situations for customer satisfaction
 Address customer needs and requests in all scenarios (including special needs)
 Anticipate customer preferences and advise customers about appropriate products and services to meet their
needs and seek information to be able to provide tailored products and services based on customer profile.
 Offer extras and add-ons where appropriate to provide tailored customer service and check on actioning
special requests as required and liaise with team to ensure quality customer service is provided
 Update customers on expected outcomes or provide alternative avenues as available
 Identify issues and take immediate actions and promptly analyse, decide and provide solutions and
determine options to enhance customer services when possible
 Resolve all complaints and turn them into opportunities and promote repeat business
 Maintain customer profiles for future delivery and personalised quality customer service.
 Collect the customer feedback using forms provided.
Customer 1:
Feedback received for customer service provided
Email to Emma from you. Construct an email and send to Emma
Copy of the response from Emma with completed form Received a response with competed form.
Customer 1 name: Emma Student name and ID acting as the customer
Guide: 1 (very good) / 2 (good) / 3 (fair) / 4 (terrible)
How did the reception establish rapport with me that # Comments
promoted goodwill and trust during service delivery?
Did the receptionist deliver additional levels of service # Comments

beyond my immediate request?
Explain the reason for your feedback to improve
Please provide ideas for future improvements in this

area:
Assessor will review all conducted activities, complete checklist and provided feedback.
Customer 2:
Email to Jan from you. Construct an email and send to Jan
Copy of the response from Emma with completed form Received a response with competed form.
Customer 2 name: Jan
How did the reception establish rapport with me # Comments
that promoted goodwill and trust during service
delivery?
Did the receptionist deliver additional levels of # Comments
service beyond my immediate request?

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Explain the reason for your feedback to
improve
Please provide ideas for future improvements in
this area:
Customer 3:
Email to Emma from you. Construct an email and send to Stuart
Copy of the response from Stuart with completed form Received a response with competed form.
Customer 3 name: Stuart
How did the reception establish rapport with me # Comments
that promoted goodwill and trust during service
delivery?
Did the receptionist deliver additional levels of # Comments
service beyond my immediate request?
Explain the reason for your feedback to
improve
Please provide ideas for future improvements in
this area:
2.3. You are now required customer details into a customer feedback register using the template below and provide
notes on outcomes of each of your meetings.
Customer profile Date of issue Customer issue Resolution Carried out by
2.4. Write a short email using your SBTA email to your supervisor (your assessor) advising your supervisor of how
you resolved the situations in the three (3) customers. (30-50 words)
 Attach a copy of the email to this task or copy and paste your email in the space below; and
 Receive a response from your supervisor and his feedback on comments you made.
Email to your supervisor
Received email from your
supervisor
2.5. After the meeting and collecting comments from all three customers
a. Use the space below address each of the following points:
c What feedback was received from all three customers at each meeting
c What improvements would I make if I had organise and conduct these meetings again

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c What improvements of customer service processes are recommended and why?
c What were my successes
c What will I never do again
# Meeting 1 Meeting 2 Meeting 3
1
2
3
4
5
b. Complete and provide self-review answers. (Guide: 25+ words each)
c What communication methods and techniques did I select and why?
c How did I select and provide suitable advice and answers to each individual customer?
How did I demonstrate the use of?
c active listening and suitable questioning skills
c appropriate interpersonal skills conducting myself in a professional manner at all times and built
rapport with each customer
c problem-solving and self-management skills
c technology skills.
1
2
3
4
5
6
2.6. Read the scenario below and complete the activity.
Scenario
You are the supervisor of the front office at the Tamina Hotel.
You have been informed of the issues which the front office staff encountered over the last few days. (Refer to the three
(3) scenarios)
To ensure that you provide a streamline customer service and to improve the internal customer service in general, you
have decided inform the hotels three department supervisors and consult with them on how you can provide support and
improve customer service to internal and external customers. The three internal customers include:
 Supervisor from house keeping
 Supervisor from restaurant
 Front office supervisor
Your assessor will appoint suitable colleagues to task up roles of supervisors. You may choose to meet with supervisors
using Teams and follow up with email or face to face at the Academy. If you are using Teams, you MUST record the
meeting so your assessor can observe the activity and complete a checklist.

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a) Refer to the scenario, select communication / consultation method.
b) Communicate the other supervisors about the outcomes surfaces from dealing with each scenario.
c) Complete communication report or meeting minutes’ and:
 advise how resolving the issues with each scenario would enhance services provided by each of the
departments in future to minimise same issues surfacing again and;
 how you can promote repeat business with each customer; and possible impacts on customers by not
having staff providing quality customer service and products. (Guide: 100-120 words)
COMMUNICATION REPORT (MEETING MINUTES)
Date: Time:
Attendees:
Chair: Manager
TOPIC ACTION TAKEN/RECOMMENDATIONS FOR RESPONSIBILITY
FUTURE
PART B – External Customers

2.7. Read the three scenarios below which refers to internal customers and complete all practical activities (meetings /
roleplays).
Hotel Tamina consists of housekeeping, two restaurants, two bar areas, spa and sport facilities staff, accounts
department, human resources department, front office and admin department which includes staff from the lobby
reception and visitor desk.
Reports have been receive and are as follows:
Scenario 1
The front office staff are unhappy as the housekeeping staff are not advising them if the rooms are ready in time for the
guests. As the front office supervisory you have met with the housekeeping supervisor to resolve this situation as you
have guests who are unhappy and have to wait for their rooms to be ready.
Scenario 2
The restaurant staff who has been with the hotel for many years due to her being very responsible is being asked to work
late nights and close off the restaurant every night. She is finding that the other staff are leaving on time and not staying
back to help her as they feel it is her responsibility to do so. You have approached the Head Chef to discuss the situation
and see how this situation could be rectified.
Scenario 3
You overhear a staff member talking to a fellow co-worker: “Oh no, Mohamed is working tonight. I can never
understand anything he says, he talks so fast. I hate being rostered to work with him.” “Yeah! I also do not see why he
should get to have 2 breaks in his shift to go off and do his prayer thing, he gets to go and have an extra rest twice a
night while the rest of us have to keep working away”.
2.8. In this activity, you will be conducting meetings with the hotel customers based on scenarios 1, 2 and 3.
Your assessor will discuss the scenarios before you will commence conducting your meetings.

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 Your adherence to personal presentation and hygiene as per policy and procedures for Hotel Tamina (ref. to
Organisational policies and procedures and your job description)
 Conducting professional and positive verbal and non-verbal communication with your customers and
colleagues.
 Use of appropriate language and tone when communicating with the internal customers and colleagues.
 Use of active listening skills when the customer is speaking to you and confirming understanding of their
points of view and comments.
 Use of appropriate questioning techniques to ask questions and clarify what the internal customers’ and
colleagues’ needs are to respond according to their needs.
 Establishing rapport with the customers to promote goodwill and trust.
 Coming up an appropriate solution and rectifying the situations to ensure that the internal customers and
colleagues are satisfied with the outcome which is also compliant with the organisational policies and
procedures.
 Addressing internal customers’ needs and requests and respond proactively to difficulties with service
situations and resolve complaints.
 Reviewing the organisational policies and procedures with colleagues and customers to ensure understanding
or resolutions reached and explaining why?
 Advising internal customers and colleagues about appropriate products and services to meet their needs and
future uses and practices and communication processes.
 Come up with improvements to practices and procedures to minimise future issues and disruptions to
services and product delivery.
 Develop good internal customer relationships.
c. Use the space below to take notes from each meeting and providing outcome which will be presented to your
manager at the hotel for his review.
Notes from meeting with Take notes about communication conducted which you will then be required to inserted
Colleague 1 (internal into Meeting Minutes and send to your supervisors for comments.
customer 1)
Notes from meeting with
Colleague 2 (internal
customer 2)
Notes from meeting with
Colleague 3 (internal
customer 3)
d. Use the Meeting Minutes Template and email it to your supervisor for comment.
Your assessor will appoint your colleagues to act as your internal customers.
Meeting Minutes Meeting Name: Housekeeping
Supervisor name: Student name and ID or assessor name Meeting Date
(whoever is acting in this role)

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Assessor’s name:
Customer 1 Name: Internal or external
Topics: Points discussed Outcome and resolution
e.g. housekeeping e.g. unhappy as the housekeeping staff are e.g. develop a new standard procedure
not advising them if the rooms are ready and advise and housekeeping manager
and team leaders
Meeting Minutes Meeting Name:

Supervisor name: Meeting Date
Meeting Minutes Meeting Name:

Supervisor name: Meeting Date
e. Use the space below to review all of your meetings and explain and address each of the following: (Guide: 25+
words each)
1. What feedback was received from all three customers about each meeting?
2. What improvements would I make for each meeting if I had to organise and conduct these meetings again?
3. What improvements of customer service processes are to be made after each meeting to ensure improvements
into the future is upheld?
4. What will I never do again?
5. What were my successes?
1 Explain feedback received from the
meeting. This will be different and
will depend on each meeting…
2
3
4
5
f. Overall was I able to use communication skills appropriate to each of the customer. Review the following
question and provide self-review answers. (Guide: 25+ words each)
1. What communication methods and techniques did I select to use for each of the internal customers and why?
2. How did I select and provide suitable advice and answers to each individual customer?
How did I demonstrate the use of?
3. active listening and suitable questioning skills
4. appropriate interpersonal skills conducting myself in a professional manner at all times

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5. problem-solving skills and self-management skills
6. technology skills.
1
2
3
4
5
6

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Assessor’s name:
ASSESSMENT TASK 3: PROVIDE VISITOR INFORMATION

This is your third (2nd) assessment task in which you must complete practical activities successfully to gain Satisfactory
outcome for this task.
The purpose of this assessment task is to assess your skills to:
 provide current, accurate and relevant information about local area features to three different visitors
 provide above information and assistance in a culturally appropriate manner and according to organisational
service standards
 extend personal knowledge of relevant facilities, products and services to above visitors
 seek formal and informal feedback from visitors on above services.
visitors from different cultural backgrounds with whom the individual can interact feedback; and internal and
external customers with different service needs with whom the individual can interact.
Read the case study and complete all activities in this task.
Case Study
You have been working for the Tamina Hotel for a several months and as per your job progression you have now been
trained to also work in visitors desk area. You have been presented with added supplementary job description and
responsibilities which are additional to your regular Customer Service role at the Hotel lobby reception.
As you are now to this role, your manager asked you to keep your new job descriptions and use it as your checklist
when dealing with all customers to ensure you follow all organisational policies and procedures and fulfil your
responsibilities.
Job Description: Customer Service Visitor Information Representative
Appendix 1: Visitor Information Representative at the Tamina Hotel
(Note: Appendix 1 is an attachment to Customer Service Representative role at the Hotel Lobby reception)
Job Summary: As the Hotel Tamina’s Visitor Information Representative, you are to play a crucial role in providing
exceptional service and information to our customers and visitors. Your primary responsibility is to access and update
visitor information, identify visitor needs, and provide relevant information to enhance their experience. Additionally,
you are to actively seek visitor feedback to ensure the quality of our services.
Responsibilities:

Student Assessment
Assessor’s name:
Access and update visitor information:

c Identify and access reliable sources of visitor information, such as local directories, maps, and databases.
c Ensure accurate and up-to-date information on local facilities, products, and services.
c Regularly update and maintain the visitor information database to ensure its relevancy and usefulness.
c Share valuable information with colleagues to enhance the efficiency and quality of service delivery.
c Identify opportunities to expand and improve local area knowledge through research and networking.
Provide information to visitors:
c Identify the specific information and assistance needs of visitors, including those with special needs.
c Tailor the scope and depth of information provided based on visitor preferences and requirements.
c Assist visitors in finding local attractions, points of interest, dining options, transportation services, and other
relevant information.
c Promote internal products and services when appropriate, providing visitors with options to enhance their
experience at Tamina Hotel.
c Offer guidance and suggestions to visitors to ensure they make the most of their stay in the local area.
c Seek feedback on information provision:
c Actively seek feedback from visitors to ensure that their information needs have been met.
c Follow established procedures for formal visitor evaluation, including surveys or feedback forms.
c Collect and document visitor feedback to identify areas for improvement and share relevant information with
colleagues.
c Collaborate with other team members to address any issues raised by visitors promptly and effectively.
Skills required:
c Proven experience in a customer service or hospitality role.
c Excellent communication and interpersonal skills.
c Strong knowledge of local attractions, facilities, and services.
c Familiarity with databases, online resources, and information retrieval systems.
c Ability to adapt to different visitor needs and provide personalized assistance.
c Proficiency in using technology and software applications for data entry and information management.
c Exceptional problem-solving and decision-making abilities.
c Strong organisational skills and attention to detail.
c Ability to work independently and as part of a team.
As a Customer Service Visitor Information Representative at Tamina Hotel, you will have the opportunity to provide
outstanding service to our guests, contribute to their positive experience, and ensure their needs are met creating
unforgettable moments for our customer and hotel visitors.
Activities
Refer to each scenario below and complete all activities as directed.
Scenario 1
A visitor called Mr. Schmitt who is a business man from Germany has visited the hotel and requested some information
about the Blue Mountains and would like to visit the Blue Mountains during the weekend before his departure back to

Student Assessment
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Europe. He has requested a range of options and would like to enquire about a tour.
Scenario 2
A couple with four children visited the victors desk to ask you questions. The father Mr Chan who is on holidays from
China explains to you that they wish to spend a day doing outdoor activities in the local area. They are from Melbourne
and are visiting relatives who live in Hornsby for two weeks, and have about one week of their visit left.
Last week they went to Sydney CBD and took the double-decker bus around the city. Caught the Ferry across to
Tooronga Zoo. Spent a day on the beach at Bondi and then the next day in Manly where they took a bus to Palm Beach
and had fish and chips on Beach.
This week they wish to stay away from the city. The kids are getting bored at home and need to get out. Mum explains
that the children are between 9 to 14 years old and like the outdoors. The family wishes to know what types of activities
are available in the Brooklyn area including the Hawkesbury River, Mooney Mooney Creek, Calga, Peats Ridge and
Somersby.
The family also indicated that the girls like horse riding and the boys (dad and son) are interested in motor activities (e.g.
quad or trail bikes). Mum also indicated that they all are quite open to water activities as well. Dad has a boat and bike
license.
You noticed that they are all dressed for the outdoors, all have good walking shoes, dad is carrying a backpack and good
supply of water.
So that you can assist this family you will be required ask a few questions about their interest and give them ideas about
what is available to them locally.
Scenario 3
Barbara is visiting Sydney from Cairns. She used to live in Sydney when she was a teenager and now in her late twenties
she has decided to visit Sydney again.
She has already been to see Centre point Tower, Darling Harbour and the Sydney Aquarium. Her friend has taken her to
the Observatory. She has been to Bondi and caught a Ferry to the Tooronga Zoo, which was a great day.
Barbara is very artistic and loves going out to eat. She has heard that suburbs surrounding the Sydney CBD offer some
fantastic restaurants. She was also hoping to see what exciting plays or musicals are around now. Barbara is into all
kinds of cuisine; lately she has been crazy about Lebanese or Indian foods.
3.1. In this activity, you will be conducting meetings with the hotel visitors based on scenarios 1, 2 and 3. Your
assessor will discuss the scenarios before you will commence conducting your meetings.
 Provide quality customer service, acting a professional manager at all times and address each customer’s and
visitors needs as required.
 Select appropriate communication method and process which is suitable to each scenario
 Access and update visitor information; and
o Identify and access sources of visitor information.
o Obtain general information on local facilities, products and services to meet different visitor needs.

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o Share information with colleagues to support the efficiency and quality of service.
o Identify and use opportunities to update and maintain local area knowledge.
 Provide information to visitors.
o Identify specific information and assistance needs of visitors, including those with special needs.
o Provide appropriate scope and depth of information to meet visitor needs.
o Identify and use opportunities to promote internal products and services.
 Seek feedback on information provision.
o Proactively seek visitor feedback to ensure required information has been provided.
o Follow procedures for any formal visitor evaluation.
o Provide information on visitor feedback to relevant colleagues.
3.2. You are now required to refer to the three scenarios and research the local areas and document the types of
activities that are available to the visitors. (Guide: 100+ Words)
When researching suitable areas for your visitors ensure you also check on: local visitor services, amenities, how
to get there, costs, interests, social and cultural significant information and any safety information as relevant for
each are, etc…
Scenarios Your researched information
Scenario 1
Scenario 2
Scenario 3
3.3. Your assessor will discuss findings and provide feedback on the sources of visitor information for the three
scenarios prior to you conducing your meetings.
List feedback provided from assessor or any improvements to your information and research.
3.4. Meet with your colleagues from your class (minimum of 2) and share your information with each other. Discuss
your research findings and document any additional suggestions that your colleagues may have identified or
suggested in the space below which you can use for your clients. (Guide: 30 to 50 words)
3.5. Use the organisation-designed information system and update this system with all the research information
regarding the local area. (Guide: 30 to 50 words)
INFORMATION MANAGEMENT SYSTEM FOR LOCAL DESTINATIONS
Destination name Transport Transpor Activities/Tours Activities/Tour Accommodation
facilities t Costs Costs

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3.6. Document three (3) questions you can ask each of the three visitors (3) from each scenario so you are able to to
further identify their needs, provide advice on possible add-ons and customise the information and activities to
suit each specifically customer. You must also take into account each visitor’s cultural and language needs.
Once you have documented the questions, consult with your assessor to confirm that the questions would be
appropriate. (Guide: 100+ words)
Scenarios Your prepared questions
Scenario 1
Scenario 2
Scenario 3
3.7. Role-play (Minimum of 10 minutes each)
You are now required to meet with the three (3) visitors from the scenarios above.
 Ask the questions you prepared for the visitors with each of the visitors to get a better idea of their needs and
assistance you can provide them.
 Promote one of your internal products, any add-ons
 Advice your customers on discounted vouchers e.g. Blue Mountains or a restaurant or a tour operated which
you can book through the Hotel. Document the feedback in the space below.
 Proactively seek informal feedback from each of the visitor to ensure if that you have provided all the
required information to them about each of the location.
 Your assessor will discuss the questions prior to conducting your meetings and will assign colleagues to
each group. (Guide: 30 to 50 words each)
Scenarios Questions prepared
Scenario 1
Scenario 2
Scenario 3
3.8. You manager wants you to proactively seek feedback from the hotel customers and visitors to ensure that
Visitor’s desk at the Hotel is providing quality service delivery at exceptional standard and per its policies and
procedures.
You must use the hotel’s formal customer survey template below to seek feedback from the three visitors.
Complete the template for each of the visitor asking the appropriate questions, suitable to their own
circumstances, to gauge their feedback and experience. Email this to your visitors or hand it out and circulate it
to the visitors to collect their feedback. (Guide: 100 words)
Scenario 1: - FEEDBACK FROM MR. SCHMITT FROM GERMANY
We hope you enjoyed your stay with us! To help us better serve you, please complete this survey and return it to the
reception desk at your convenience. Thank you!
Outcomes Strongly Agree Agree Neutral Disagree Strongly
disagree

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Assessor’s name:
Additional Comments:
Scenario 2: - FEEDBACK FROM CHAN FROM CHINA
disagree
Scenario 3: - FEEDBACK FROM BARBARA FROM CAIRNS
disagree
3.9. Receive all feedback analyse it and provide a short report for your supervisor on the feedback received from
customers and hotel visitors.
Use the space below to review all of your meetings and explain and address each of the following: (Guide: 25+
words each)
1. What feedback was received from all three customers about each meeting?
2. What improvements would I make for each meeting if I had to organise and conduct these meetings again?
3. What improvements of customer service processes are to be made after each meeting to ensure
improvements into the future is upheld?
4. What will I never do again?
5. What were my successes?
6. How will I ensure that I and the team keep up to date with the information I researched and ensure that all
updates are accessible to all relevant staff at the lobby reception and visitor’s desk.
Report from Visitor Information Desk – feedback received from customers

Student Assessment
Assessor’s name:
1 Explain feedback received from the
meeting. This will be different and
will depend on each meeting…
2
3
4
5
6


HD-22 2.2 Student Assessment

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SBTA reference: HD-22_2.2_Enhance and provide customer service

ASSESSMENT TASK 1: KNOWLEDGE QUESTIONS

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

 Customer Satisfaction: By providing excellent customer service, individuals and companies

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

numerous options to choose from, exceptional service can differentiate an establishment

Avoiding eye contact or constantly looking away from the customer

Crossing arms in a defensive or confrontational manner can create a

Slouching or adopting a casual posture during interactions with

Dressing inappropriately for the hospitality establishment's dress code,

Making obscene or offensive gestures, such as an inappropriate hand

Speaking loudly, shouting, or using a harsh tone can be considered

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

5 Direct Customer Interactions: Encouraging frontline staff to engage in personal

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

communication, problem-solving, conflict resolution, and specific job-related tasks to ensure

3 Personalization and Customization: Offering personalized experiences and services tailored to

4 Technology Integration: Utilizing technology to streamline service delivery processes and

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

addressing customers by name, actively listening to their needs, and responding

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

feel comfortable and valued.

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

a) Complimentary Amenities or Services: Offer complimentary amenities or services as a gesture

Monetary Compensation: If the issue is significant or cannot be resolved to the customer's

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HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

1.11. Read the scenarios below and complete the activities.

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

5. Personalized Service: Foster a culture of personalization by encouraging staff to address

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

ASSESSMENT TASK 2: PROVIDING AND ENHANCING SERVICES TO CUSTOMERS

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

c Provide ongoing internal feedback on customer service practices.

Activities: PART A – External Customers

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and bacon and dairy products.

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

Did the receptionist deliver additional levels of service # Comments

Please provide ideas for future improvements in this

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

PART B – External Customers

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

HD-22_2.2_SITTXCCS014_SITXCCS015 and SITXCCS010 Marking Guide

Meeting Minutes Meeting Name:

Meeting Minutes Meeting Name: