Other Assignment Sample
Q1: The Continent Hotel is a 4-star premiere hotel in Australia. Access the following sections of The Continent Hotel Staff Handbook found in the link below: Pricing Policy and Procedures; Refunds and Cancellations Policy and Procedures; Quality Policy and Procedures; The Continent Hotel Staff Handbook; [https://thecontinenthotel.precisiongroup.com.au/policies-and-procedures/human-resources]; Complete the table below by identifying the following for each area of customer service: [Policy statements]; [Procedures]
Answer :|
Area of Customer Service |
Policy Statement for Each Area of Customer Service |
Procedures for Each Area of Customer Service |
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Pricing Guarantees
Refunds and cancellation
Product quality and service guarantees |
All employees must enforce the prices of menu items as listed on the menu unless otherwise approved by management.
If a product is not up to the standard in which The Continent Hotel strives for, a customer is entitled to a full refund or replacement.
Hotel staff must ensure that each dish meets the quality standards described on the menu. |
Staff are not authorized to offer unauthorised discounts unless addressing a customer complaint as per the Customer Complaints and Dispute Resolution Policy and Procedures. Any changes to pricing must be approved by management and communicated to all staff. |
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If a customer requests a refund, staff must follow the procedures outlined in The Continent Hotel’s Customer Complaints and Dispute Resolution Policy and Procedures. Staff should process cancellations as requested by customers, ensuring that all bookings are updated and the customer is informed of any necessary steps or confirmations. |
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Staff must check each dish before it is served to confirm it meets the quality standards set by the hotel. Staff should ensure that service standards are maintained consistently and address any issues as they arise to uphold the service guarantee. |
Q1: Access the Professional Development Policy and Procedures 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 about training staff for customer service and complaint handling.
Answer :|
Identify the policy that all employees must follow on compulsory training. |
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All employees must attend compulsory training once a month on each of the following topics: Customer Service, Handling Complaints |
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Outline the procedures for training staff on each of the following: Customer service, Complaint handling
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Area of Professional Development |
Procedures on Each Area of Professional Development |
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Customer Service
Complaint Handling |
Hotel staff must provide the same quality of customer service to each of our customers. Every customer will receive the same care and quality Hotel staff must complete a ‘Professional Development Self-Assessment Checklist’ each week to identify the reason behind a complaint occurring and actions they will take to prevent this same complaint from re-occurring |
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