Sample Solution for SITXCCS014 - Provide Service to Customers

The Continent Hotel is a 4-star premiere hotel in Australia. Access your workplace’s policies and procedures on empowering different levels of personnel to resolve each of the following:

• Complaints,
• Disputes,
• Services Issues,
• Customer Compensation,

Empowering means providing the employees sufficient opportunity, authority and resources to perform their roles.

Different levels of personnel refer to the chain of command in the customer service. From the top, the chain of command goes from managers, followed by supervisors, and finally the frontline staff.

Complete the table below by outlining the following for each level of personnel:

• Policy statement,
• Procedures