Assignment task: Role-play: Customer dispute
Question 1: You are a restaurant manager in a five-star hotel restaurant. Your main responsibilities are managing the wait staff and front-of-house staff and ensuring customer satisfaction. Organisational procedures for handling customer complaints are as follows.
Step 1: Apologise to the customer and identify what the problem is.
Step 2: Try to resolve the customer's problem by rectifying their issue. Service staff have the authority to offer the following. Modify orders to incorporate customer requests within reason (i.e., not requiring undue time and expense). Replace food or beverages to the value of $100. Offer alternative food or beverages to the value of $50 more than the original order.
Step 3: If unable to successfully resolve a customer's problem, inform the supervisor or manager. Provide details of all the issues and offers made to the customer when attempting to resolve the issue.
Step 4: Manager/supervisor can resolve the complaint and is able to provide free food, beverages, vouchers or hotel credits and a formal written apology.
Step 5: If the issue is still unresolved with the customer, then the item is escalated to the hotel manager or an external body. There are three participants in this role-play: The restaurant manager The head waiter The customer. Simulated environment resources Desk to simulate front desk/counter Bill Conduct role-play
Question 2: It is lunchtime and you are talking with the chefs in the kitchen when you hear a loud angry voice at the front desk. It sounds like an irate customer. You then hear your head waiter also raising their voice. You quickly get to the front desk to try and resolve the issue. During this role-play, you are required to demonstrate the following skills and knowledge. Use questioning and listening techniques to determine the customer's needs or concerns. Use clear communication with the staff member. Take responsibility for service outcomes and dispute resolution. Recognise and resolve customer problems or delays and deficiencies in customer service. Complete the role-play.
Question 3: How would you assess the effectiveness of the customer service provided by the head waiter?
Question 4: Was the dispute resolution process provided by the head waiter effective? Why/why not?
Question 5: What changes would you make to customer service and dispute resolution procedures as a result of this incident?
Question 6: How do you act as a positive role model for professional standards expected of hospitality industry personnel?