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Instruction
Please complete the following question and tasks based of the study of the learner guide for SITXCCS006 Provide service to customers, your practical assessment and your working knowledge of the subject.
This assessment is deigned to assessment of knowledge and understanding
Assessment 1
Case Study
Your task: Read the following letter and answer the questions below. Each question must be completed.
25A/ 368 Lexington Avenue
Manhattan
New York 10037
USA
Dear Sir/Madam
My family and I have recently experienced a 5 day stay in your hotel. This was our first visit to Australia and a special treat for our teenage children. Unfortunately we have returned home very disappointed with our holiday. As a customer service manager myself, I feel it worth bringing to your attention some downfalls in your hotel operation.
Firstly, we had pre-booked a private transfer from the airport to your accommodation via your reservation department. Although I did not receive any written confirmation your employee Jane assured me via a telephone conversation that she would organise this. As we arrived after a tiring 20 hour flight this service was nowhere to be seen, instead we had to catch a taxi. To make matters worse, the driver had no idea where your hotel was located so we were driven via a considerably longer route to your establishment.
On arrival your two bellhops were stationed at their desk, but seemed to be more preoccupied with what I believe to be ‘internet surfing’ than helping us with our bags. They were slouched over the desk engrossed in whatever they were viewing on the computer screen. We consequently shifted our luggage in from the taxi ourselves.
The service in your reception area wasn’t much better! The girl at first had trouble locating our reservation and then when she did she told us, rather abruptly, that we would have to wait another hour until our room would be ready. Although we did request an early arrival, and only arrived a little before the check in time of 1pm, I was surprised that allowances couldn’t have been made considering we have travelled from such a far distance and were all extremely tired and jetlagged. At this time I also questioned the ‘missing’ airport transfer for which I was not given any apology, just told that it would be investigated. During my stay not one representative from your venue provided any explanation. To make matters worse the charge was still placed on my bill which I then had to dispute on departure. Further, I found the receptionist’s attire to be less than desirable. Her uniform seemed to be stained, ill fitting and missing a button. Her hair was long and it hung over her face. She had multiple piercings in each ear. I would be interested to see your establishment’s dress code.
The rest of the stay didn’t improve. We had requested an early morning maid’s service each day but on two occasions we arrived back to our room after 3pm and the rooms still hadn’t been made up. Our ‘included’ breakfast caused confusion each morning, with the restaurant cashier having to verify this each day with the front desk. On one occasions we booked a table in your fine dining restaurant with a request for kosher provisions. We were told that this was no problem; however the chef in charge confused kosher with halal provisions on that occasion and our celebration dinner consisted of a selection of vegetables instead. Finally on our last day the requested wakeup call was not provided and consequently we had to skip breakfast and hasten our departure to catch our return flight.
This holiday to Australia was a complete disappointment. My wife and I had planned and saved for this trip a year in advance. It is unlikely now that we will ever return to Australia and I will ensure that if any of our friends do make the trip that they avoid your hotel accommodation and your entire chain of properties.
Regards
Hank Washington Jnr
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1. The Washington family was very disappointed with their Hotel Futura stay. Identify 8 problems they experienced and provide a suggestion for more appropriate service/behaviour/ communication.
Downfalls
Recommended Standard
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2. Assume that Mr Washington approached you, the receptionist, during their stay and raised these concerns then. Provide a step by step explanation for how you would handle Mr Washington’s complaint in person.
Step-by-Step Procedure
3. If you felt the complaint was above your scope of responsibility, who would you recommend to intervene and assist?
Response
4. Assume that Mrs Washington has a mobility impairment and is confined to a wheelchair. Provide 6 service provisions that could be extended to Mrs Washington relevant for the Tourism and Hospitality industry
Service provisions
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5. Unlike the Washingtons, some guests of Hotel Futura do not speak English. List 5 techniques you could employ to be able to better communicate with non-English speaking customers.
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6. On the template below, design an appropriate uniform for use in your department, inclusive of footwear. Provide the character with facial features and grooming standards that would apply to a typical tourism employee. Provide a brief written description to the side to support your sketch.
7. The Tourism, Hospitality and Event Industry is reliant on strong teamwork. List 7 characteristics of an effective team.
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8. Many guests at Hotel Futura come from diverse backgrounds: some are Indian, Muslims, Jewish, German and Japanese. Identify 6 cultural requirements you may need to accommodate or provide for people from these backgrounds.
Provisions to provide for cultural requirements
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9. The General Manager of Hotel Futura has delegated the responsibility of fixing the internal problems highlighted in Mr Washington’s letter to the 4 department managers. List at least 6 steps the team of managers should follow in order to get the task completed.
Steps to resolve the internal service issues identified by the Washington family
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10. Draft a letter of reply to Mr Washington, apologising and thanking him for bringing the service downfalls to your attention. Ensure that your reply letter is structured in alignment with the ‘rules’ of written communication (accuracy, simplicity, sequential flow of thoughts and use of an appropriate and professional tone).
Print the letter and attach it to this case study.
11. List all the policies and procedures which should be in place in the establishment to prevent the occurrences in this case study. What would these need to include?
Policies or Procedures Details to be included
12. The General Manger has suggested that in future all departments must collect feedback to consistently enable the organisation to monitor customer satisfaction and enhance continuous improvement.
List 3 formal and 2 informal methods which can be used for collecting feedback:
Formal method of collecting feedback Informal method of collecting feedback
13. You are the receptionist at Hotel Futura.
Mrs Joan Myers has telephoned you today, Wednesday 15 June at Hotel Futura. She has requested a quote for 3 different room types, which you have discussed with her in detail, to be emailed to her. Her email address is (use your teacher’s email address).
The all-inclusive price for each menu is:
Standard room $150.00 per room
Deluxe room $250.00 per room
One bedroom Apartment $350.00
A. Write an email to Mrs Myers, quoting the prices for each room type.
B. Ensure correct format, appropriate language and spelling
C. Include your name and position in the footer
D. Email the quote to your teacher’s email address.
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