Assignment Task summary
Research a hospitality venue and aggress the questions and activities below. You may choose a business that you frequent, work at or you may design a business you would like to operate. Consult with your trainer prior to starting the assessment. You may be required to simulate a hospitality environment and your trainer will direct a number of simulated service periods and assist with feedback.
Required:
- Access to textbooks and other learning materials.
- Computer with Microsoft Office and internet access.
Timing
Your assessor will advise you of the due date of this assessment.
Customer Service Procedures:
Q1. Organisational details. Provide a brief outline of the organisation, its name the services it provides customers and its overall current business performance
Q2. Customers' needs and expectations. What type of customers does your business attract? What are their expectations?
Q3. Customer service evaluation process. Explain current methods used to assess customer satisfaction levels and gain feedback
Q4. Changes in internal and external environments. Review any changes in your organization's internal or external environments. Identify any trends or changes which may impact on current customer service practices. List the changes that you have or may need to implement to cater for these changes. Name the sources of your information.
Q5. Customer survey. Create a customer survey for your organisation and gain customer feedback on the current products and services offered by your organisation. Copy the survey and ask three customers to complete the paper-based survey. Submit these with this assessment. - Your trainer will assist with feedback if required.
Q6. Customer feedback. Summarize the customer feedback you received (from the three customer surveys and other feedback your organisation collects.) Make recommendations based on this feedback.