Task 2

Customer 1
Name: Bob

Mr.Bob - Good Morning, my name is Bob. I am here to regarding my wedding at the

hotel.
Chef: - Good Morning Bob. It’s nice to see you. How can I help you?
Mr.Bob: Actually, I want to nd out about catering options. There will be 200 guests at the
wedding, and I want to get a discount on the catering. If you can?
Chef: Yes, we can give you a 10% discount on hole catering. We o er di erent packages
to customers and they can choose according to their needs. These packages cover up the
venue hire and catering and others services like accommodation can also be including.
Mr.Bob: Okay, can you please give me detail of these packages.
Chef: Yes, why not. Costs are normally calculated per person as follows: 1. Starlight
wedding package including venue set up 3-course meals $165 per head 2. Champagne
wedding package including venue set up, 2 nights’ accommodation for bridal couple and
champagne for all guests and 3-course meals $195 per head 3. Budget wedding package Full
covering venue set up, 2-course meals $145 per head You can choose any package from
them and get a 10% discount.
Mr. Bob: I want to choose the rst package.
Chef: okay, Thank you. Can you please tell me the date of the function? So, I will consult
this with my colleagues.
Mr Bob: Yes, it's on, Monday 28/08/2023
Chef: okay, Thank you. I will let you know. Nice to meet you. Have a good day.
Mr.Bob: Thank you.

Customer 2
Andy

MR Andy: - Good Morning, my name is Andy. I am calling you to ask regarding catering.
Chef: - Good Morning Andy. How can I help you?
MR Andy: Actually, I want to organize a party for my team members. I want to nd out
about the best catering options for this because several team members are vegetarians,
as well as gluten intolerant. Moreover, I also want to organize a special surprise such as a
music performance for the team and wonder if the hotel can also o er this.
Chef: - We provide conference packages according to customers' needs and
requirements. Packages consist of venuehire and catering and others more services
such as accommodation can also be included. Costs are normally calculated per person
as described below:
1.Starlight conference package covers venue set up, morning tea, lunch, and afternoon
tea $65 per head
2. Executive conference packages covers venue set up, 1-night accommodation for each
guest, and morning tea, lunch, and afternoon tea $250 per head
3. Budget conference package cost $45 per person which cover venue set up and lunch. All
diets can be catered for. Drink packages for groups meeting at the end of the day can be
organized. The range of packages starts from $20 per head to $40 per head. Additional
services can also be o ered such as entertainment which is organized by the
Entertainment Services Manager.
Mr:Andy: I want to choose the third package and drink package also
Chef: - Great, can you please tell me the date of the party. So, I will talk aboutthis with my
colleagues.
Mr.Andy:- Yes, It's on Tuesday 29/08/2023
Chef:-okay, Thank you. I will let you know. Thanks for calling. Have a good day. Bye.
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Customer 3
Davies Emma

Miss Davies:- Hi, this is Emma. I am organizing a work conference and catering
is required for morning and afternoon tea, as well as lunch. It's somehow
compacted budget for catering so I want more description about cost-e ective service
you can provide. I also want to organize drinks at the end of the day for participants, but these
need to be paid for. I wonder if you can provide drinks for $15 ahead regardless of the
quantity drank.
Chef: - Hi Emma, as per your requirement I will suggest our exclusive lunch package.
Executive lunch package covering reserved table and 3-course meal and drinks for $150
per person. But I can give you a 15% discount on this package.
Miss Davies:- that’s great, I like this package and I want to go with it.
Chef: - Please provide me a booking detail like date and timing. So, I can discuss this
with our sta members.
Miss Davies:- Of course, this will be on this Friday.
Chef: - okay, I i will inform about further formalities. Thank you. Have a good day.
Miss Davies: Thank you Bye.

Email report to sta and manager

Dear Manager
I would like to inform you that Mr.Bob wants to book our hotel for the party. He had chosen our
budget conference package as well as the drink package. This party will be on Monday. I send
you all detail regarding this. Please check it.

Thanks, and Regards

Chef
Email Draft- customer 3: Davies
20/06/2023

Subject: - Booking regarding work conference

Dear Manager
I would like to notify you that Miss Davies booked our hotel for her work conference. She
selected the lunch package for this. I wanted some discount on this and I o ered her a 15%
discount
on it. She agreed with it and reserved our hotel for Friday. I send you all detail regarding
this. Please check it.

Thanks, and Regards

Chef

2. Follow-up after the meeting.

Follow up on the customer’s requests for information that you were unable to answer.
This will be an email to the appropriate sta member as set out in the Customer Service
Policy and Procedures and within the designated timelines.

Hotel Kitchen Department

I would like to get some information as per the customer’s request. Recently I received a booking
but I was unable to answer some questions of the customer. I need help to
related some kitchen
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 information. Mr. Bob booked our hotel for weeding and he has chosen our
starlight wedding

package. Mr,Bob is seeking more information about meals, which are included in this package
like which type of drinks and what will be in snacks etc. Please provide me all detail regarding this
package. So, I can answer the questions of the customer.

Task 3

Customer complaints resolution project

Customer 1: Customer 1:Bob

Chef: Hello, Good Morning, Peter speaking from Bridge hotel. How can I help you?
Mr. Bob: Very Good Morning, My name is Bob. I called you regarding a complaint about my
wedding, which was held in your hotel on 28/08/2023. I talked with you before booking and you
o ered me a 10% discount on the package. But I notice you never gave me a discount when I
pay you.

Chef: Yes, I remember Mr. Bob. I o er you a 10% discount on the package. I request for your
forgiveness about that , I think it is because cashier mistake and he may have forgot about our
deal.
I will provide your money back after 10% discount. Can you please send me your account detail?
Mr. Bob Okay, no problem, I will send you by message. Thank you.
Chef: Okay, all good. Thank you

Customer 2: Andy
Chef: Hello, Good Morning, Peter speaking from Bridge hotel. How can I help you?
Mr. Andy: Good Morning, this is Andy. I called you regarding a complaint about my party,
which was held in your hotel on 29/08/2023. I organized some special music for my team
members and this was not performed well by your musicians.

Chef: Sorry Sir for that one sir. Our hotel will not take any charges for that service.
Mr. Andy: This was a very special day of my life but I feel that I could not make it special for my
team members.

Chef: Our team apologies for this. Your feedback is really valuable. I will try not to repeat such
problem in future and we will never charge you for that one.
Mr. Andy: Okay, it's all right
Chef: Thank You, Sir

Customer 3: Emma Davies

Chef: Hello, Good evening, Peter speaking from Bridge hotel. How can I help you?
Emma: My name is Emma, on 30/08/2023, I organized a work conference in your hotel. I am not
happy with your catering service because your sta is not active. They did not provide service on
time.
Chef: I apologize for the poor service. On that day two more functions were also
held in our hotel.Thats the reason due which to our sta were very busy and you may have
observe some weakness. Our whole team apologizes for this inconvenience. What I can do for
you?

Emma: Actually, I am very dissatis ed with your service.

Chef: I want to apologized for that problem and evaluating the service I will give you a 20%
discount on the catering service.
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 Emma: Okay, Thank You
Chef: Thanks for calling. Have a nice day

Task 4

Customer service report

Poor Service:

The service we received throughout our meal was subpar. It took an excessive amount of time for
the waitsta to acknowledge our presence and take our orders. Additionally, our drinks were not
re lled promptly, and there were noticeable delays in receiving our food. The overall lack of
attentiveness and e ciency from the sta signi cantly a ected our dining experience.

Incorrect Order:

One of the main courses that we ordered arrived with incorrect ingredients. Despite clearly
specifying our dietary restrictions and preferences to the waiter, the dish was prepared with
ingredients that were explicitly mentioned to be avoided. This mistake not only resulted in
disappointment but also caused inconvenience and potential health risks.

Unpleasant Food Quality:

The quality of the food served was far from satisfactory. Some dishes were overcooked, while
others were underseasoned. The presentation of the meals was also lacking, with sloppy plating
and an overall lack of attention to detail. Given the reputation of [Insert Restaurant Name], we
expected a higher standard of cuisine.

Suggested Solutions:

Improved Sta Training:

Enhance the training programs for the waitsta to ensure they are well-equipped with the
necessary skills to provide attentive and e cient service. Emphasize the importance of
promptness and the ability to cater to customer requests.

Strict Adherence to Orders:

Reinforce the importance of accuracy when taking and preparing orders. Ensure that the kitchen
sta pay close attention to customer speci cations and dietary restrictions to avoid mistakes and
potential health hazards.

Quality Control:

Review and re ne the cooking and plating processes to ensure consistency in food quality.
Implement rigorous quality control measures to guarantee that all dishes meet the expected
standards of taste, presentation, and ingredient accuracy.

Conclusion:

I believe addressing the issues mentioned above will contribute to an improved dining experience
for your customers. As a regular patron, I have always enjoyed dining at Bridge Hotel, and I hope
that these concerns can be resolved promptly. I appreciate the attention to this matter and look
forward to a positive response.
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