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Sample Solution for SITXCCCS014 - Provide Service to Customers

Complete the table below by:

  • Briefly describe each type of customer that can be present in hospitality venues.
  • Identify at least one example of each customer type that you can provide service to in your hospitality venue.
  1. 1
  2. 2

Hospitality Assignment Sample

Q1:

Answer :

    Type of Customer

Description of Each Customer

Example for Each Type of Customer

            External

Customers who are not directly affiliated with the organization, such as guests.

A tourist booking a room for a short stay at the hotel.

            Internal

 

Individuals within the organization, such as employees or contractors.

 

A hotel chef requested a room for a work-related overnight stay.

             New

 

Customers visiting for the first time.

 

A first-time guest checking in after seeing an advertisement for the hotel.

            Regular

 

Customers who visit frequently.

 

A local businessperson who stays at the hotel for meetings every month.

           Repeat

 

Customers who have visited before and returned after a positive experience.

 

A family who returned for another holiday after staying at the hotel last year.

           Visitor

 

Non-paying individuals visiting the premises.

 

A friend or relative visiting a guest at the hotel or attending a function in the banquet hall.

Q1: Access the Complaints Handling Policies and Procedures found in the link below: Complaints Handling Policies and Procedures https://thecontinenthotel.precisiongroup.com.au/resources/policies-and-procedures/customer-service/ Answer the questions that follow on policies and procedures for handling complaints and disputes of customers.

Answer :

Access the Handling Complaints section of Complaints Handling Policies and Procedures provided to answer the question below.

  • Identify the policy statement for handling complaints.
  • The Continent Hotel is committed to addressing all customer complaints promptly, professionally, and courteously to ensure customer satisfaction and uphold service standards.     

Access the Responding to Complaints section of Complaints Handling Policies and Procedures provided to answer the question below.

  • Outline the steps to follow when responding to customer complaints.
  • Acknowledge the complaint with empathy and understanding.
  • Record details of the complaint accurately in the complaint log.
  • Investigate the issue thoroughly by gathering relevant information.
  • Provide a resolution or escalate the matter if necessary.
  • Communicate the resolution to the customer clearly and promptly.
  • Follow up to ensure the customer is satisfied with the outcome.  

Access the Staff Training on Dispute Management and Resolution section of the Complaints Handling Policies and Procedures provided to answer the question below.

  •  Identify the policy statement for dispute management and resolution.
  • The Continent Hotel aims to resolve disputes through effective communication, mutual respect, and prompt action to maintain positive relationships with guests and minimize disruptions to service.     
  • Outline the guidelines to follow when handling disputes.
  • Stay calm and listen actively to understand the nature of the dispute.
  • Avoid interrupting or becoming defensive.
  • Use neutral and respectful language to address the guest.
  • Propose a fair solution based on hotel policies and customer needs.
  • Document the dispute and resolution for future reference.
  • Seek managerial support if the issue escalates or cannot be resolved immediately.     

Q1: The Continent Hotel is a 4-star premiere hotel in Australia. Access the following sections: Customer Environment Policy and Procedures Uniform Policy and Procedures Promotional Material Policy and Procedures found in The Continent Hotel Staff Handbook in the link below: The Continent Hotel Staff Handbook https://thecontinenthotel.precisiongroup.com.au/policies-and-procedures/human-resources Answer the questions below on policies and procedures for presentation standards to maintain customer environment, customer service industry personnel and promotional materials.

Answer :

Access the Customer Environment Policy and Procedures section of The Continent Hotel Staff Handbook provided to answer the question below.

  • Outline the policy statement for the customer environment.
  • The Continent Hotel aims to provide a clean, friendly and attractive space for customers to make their experience better and more enjoyable.
  • Outline the six steps for maintaining the customer environment.
  • Perform regular cleaning of all public areas to ensure cleanliness.     
  • Conduct routine maintenance of furniture, fixtures, and equipment to prevent wear and tear.    
  • Ensure proper lighting and temperature control in all areas.     
  • Arrange furnishings and décor to create an aesthetically pleasing space.     
  • Display signage clearly and appropriately to guide customers.     
  • Conduct regular inspections to maintain high standards of presentation.     

Access the Uniform Policy and Procedures section of The Continent Hotel Staff Handbook provided on presentation standards on customer service industry personnel.

  • Outline the uniform policy statement that applies to all employees of The Continent Hotel.
  • All employees at The Continent Hotel must wear their uniform clean, neat, and in good condition to show the hotel’s high standards and consistency.
  • Complete the table below by outlining uniform procedures that must be followed by each of the given customer service industry personnel.

Customer Service Industry Personnel

Uniform Procedures for Each Customer Service Industry Personnel

Front of the House

 

Wear the assigned uniform with your name badge clearly seen. Keep your appearance tidy with clean shoes and good grooming.

Back of the House

 

Make sure uniforms are clean, functional, and suited to the safety requirements of the work area. Closed-toe shoes and protective gear must be worn as applicable.

Access the Promotional Material Policy and Procedures section of The Continent Hotel Staff Handbook provided to answer the questions below.
  • Identify what must be done prior to using all documents within The Continent Hotel
  • Documents must be reviewed and approved by the Marketing and Communications team to make sure compliance with branding guidelines and accuracy of information.     
  • Outline the four guidelines that apply to all marketing materials.
  • Make sure all materials reflect the hotel's brand identity and standards.     
  • Verify the accuracy of all information and including contact details and promotions.    
  •  Use high-quality images and content to present a professional appearance.
  •  Obtain necessary approvals before distribution or publication.