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SIT50416 Hospitality Management
Question:
Assessment 1
Part A – Written Responses
- How would you ensure appropriate language and tone in written communication?
- A customer enters your hotel reception area.
When should the customer be acknowledged?
If requested information can’t be given immediately, what would be an acceptable timeframe for providing it to a customer?
- What forms of non-verbal communication can be used in communication between staff and customers?
- A customer continually looks away when you are attempting to sell a tour.
- What feeling do you think the customer is exhibiting?
- How will you respond?
A customer phones your hotel to make a complaint about one of your staff.
What would be the expectations of hotel staff in regards to:
Personal presentation and hygiene
Professional service standards
Customer service and communication expectations.
- How can you establish rapport with your customer?
- A customer requests a special meal due to dietary requirements. How will you ensure this is actioned before the customer arrives at the function/ conference?
- List one need or expectation of the following customers:
People who are elderly
Parents with young children
People with a disability
- You are about to begin a two week holiday. How will you ensure your colleagues are aware of any issues with hotel guests?
- Four customers request quotes for a conference booking. Their arrival dates are:
- 24th Jan
- 8th Oct
- 12th Jul
- 13th Sep.
Based on today’s date, in what order will you complete the quotes?
Part B – Written Responses
- What are the principles of quality customer service and positive communication?
- How does voice tone and volume impact upon customer service?
- How does staff and customer feedback enhance service delivery?
- Give an example of the following type of customer:
- Internal customer
- External customer.
- What role does electronic media play in a hotel’s customer service?
SIT50416 Hospitality Management
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