Hospitality Assignment Sample
Q1:
Answer :a. "The Continent Hotel values complaints as they assist the organisation to improve our products and services including our customer service. We aim to make it easy for customers to make a complaint if they are dissatisfied and they will be treated fairly. Our complaint handling policy and procedure will be made available at the reception desk to make it accessible to customers."
Access the Responding to Complaints section of Complaints Handling Policies and Procedures provided to answer the question below.
b. Outline the steps to follow when responding to customer complaints.
Steps to Follow When Responding to Customer Complaints:
Acknowledge the Complaint: Listen attentively and thank the customer for bringing the issue to your attention.
Document the Details: Record pertinent information, including the nature of the complaint, date, time, and any involved staff members.
Investigate the Issue: Assess the situation by gathering facts and understanding the root cause.
Communicate Findings: Inform the customer about the outcome of the investigation and any corrective actions taken.
Implement Solutions: Take appropriate measures to resolve the issue, such as offering compensation or making necessary service adjustments.
Follow Up: Ensure the customer is satisfied with the resolution and provide additional assistance if needed.
Review and Improve: Analyze the complaint to identify areas for improvement and update policies or training as required.
Access the Staff Training on Dispute Management and Resolution section of the Complaints Handling Policies and Procedures provided to answer the question below.
c. Identify the policy statement for dispute management and resolution.
"We are dedicated to resolving disputes efficiently and amicably. Our approach emphasizes open communication, fairness, and respect, aiming to achieve mutually satisfactory outcomes while preserving positive relationships with our guests."
Q1:
Answer :d. Outline the guidelines to follow when handling disputes.
Guidelines to Follow When Handling Disputes:
Stay Calm and Professional: Approach the situation with composure and maintain a respectful demeanor.
Listen Actively: Allow the customer to express their concerns fully without interruption.
Empathize: Acknowledge the customer's feelings and show understanding of their perspective.
Clarify the Issue: Ask questions to ensure a clear understanding of the problem.
Seek Collaborative Solutions: Work with the customer to identify acceptable resolutions.
Escalate if Necessary: If the dispute cannot be resolved at your level, involve a supervisor or manager.
Document the Dispute: Keep detailed records of the dispute and the steps taken to resolve it.
Implement Agreed Actions: Ensure that any promised actions are carried out promptly.
Follow Up: Contact the customer afterwards to ensure they are satisfied with the resolution.
Reflect and Improve: Analyze the dispute to prevent future occurrences and enhance service quality