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SIT50416 Hospitality Management

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SIT50416 Hospitality Management

Question

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Question:

Assessment 1

Part A – Written Responses

  1. How would you ensure appropriate language and tone in written communication?
  2. A customer enters your hotel reception area.
When should the customer be acknowledged?
If requested information can’t be given immediately, what would be an acceptable timeframe for providing it to a customer?
  1. What forms of non-verbal communication can be used in communication between staff and customers?
  2. A customer continually looks away when you are attempting to sell a tour.
  3. What feeling do you think the customer is exhibiting?
  4. How will you respond?
A customer phones your hotel to make a complaint about one of your staff.
What would be the expectations of hotel staff in regards to:
Personal presentation and hygiene
Professional service standards
Customer service and communication expectations.
  1. How can you establish rapport with your customer?
  2. A customer requests a special meal due to dietary requirements. How will you ensure this is actioned before the customer arrives at the function/ conference?
  3. List one need or expectation of the following customers:
People who are elderly
Parents with young children
People with a disability
  1. You are about to begin a two week holiday. How will you ensure your colleagues are aware of any issues with hotel guests?
  2. Four customers request quotes for a conference booking. Their arrival dates are:
  • 24th Jan
  • 8th Oct
  • 12th Jul
  • 13th Sep.

Based on today’s date, in what order will you complete the quotes?

Part B – Written Responses

  1. What are the principles of quality customer service and positive communication?
  2. How does voice tone and volume impact upon customer service?
  3. How does staff and customer feedback enhance service delivery?
  4. Give an example of the following type of customer:
  5. Internal customer
  6. External customer.
  7. What role does electronic media play in a hotel’s customer service?

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