20220593- SITXCCS007 - abhimanyu dhingra

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James Cook University *

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SITXCCS008

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Law

Date

Feb 20, 2024

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pdf

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24

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Educating for Excellence Page 1 of 24 Australian Ideal College Registered as Australian Ideal College Pty Ltd RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart) E: info@aic.edu.au | W: www.aic.edu.au AIC-AT-SITXCCS007 – V1.0 Updated Apr 2020 Assessment Submission Sheet Course SIT50416 Diploma of Hospitality Management Unit Code SITXCCS007 Unit Name Enhance customer service experiences Assessor Name Jasmine Lui Student Name Abhimanyu Dhingra Student ID 20220593 Date Due 12 feb 2023 Please read and sign this assessment coversheet and submit it together with your assessment to your Assessor by the due date. Student Declaration ● I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. ● I have read the Plagiarism Policy and Assessment Appeal and Reassessment Policy in the Student Handbook and I understand all the rules and guidelines for undertaking assessments. ● I understand that by typing my full name in the student field this is equivalent to a hand-written signature. ● I give permission for my assessment material to be used for continuous improvement purposes. Student Signature Abhimanyu Dhingra Date Submitted 14 feb 2023 Assessor Use Only Assessment Items Result Task 1 Case Study S NS Task 2 Demonstration S NS Final Result for this unit C NYC Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my appeal rights. Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Signature Signatur e Date
Educating for Excellence Page 2 of 24 Australian Ideal College Registered as Australian Ideal College Pty Ltd RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart) E: info@aic.edu.au | W: www.aic.edu.au AIC-AT-SITXCCS007 – V1.0 Updated Apr 2020 Assessor’s Final Comments
Educating for Excellence Page 3 of 24 Australian Ideal College Registered as Australian Ideal College Pty Ltd RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart) E: info@aic.edu.au | W: www.aic.edu.au AIC-AT-SITXCCS007 – V1.0 Updated Apr 2020 Task 1 Assessment Instructions This is an individual assessment.If you need help understanding any questions, ask your assessor to explain. To be deemed competent you will need to successfully demonstrate the following: You must submit: Answer all the questions for the case study satisfactorily. Procedure Your task: Choose a relevantarea of training in the Hospitality Industry. This may include Accommodation Services, Front Office, Cookery, Food and Beverage. Respond to each of the following questions with appropriate contextual responses. Each question must be completed. 1. Provide an overview of the characteristics of customers you typically would encounter in your chosen field of training. Describe their likely needs and expectations as well as any special needs. The customers typically I encounter in – Home-grown guests Family vacationers free individual explorers (FITs) Visit gatherings Gathering and corporate customers. As our clients business explorer, might consider web access or an in-room fax machine to be fundamental. A worldwide traveler search for unfamiliar trade administrations, general data catalos, maps, data on visits and recruit vehicles and maybe a translator administration. We have family bunches come request high seat for infants. Additionally senior clients need crippled admittance 2. Provide 5 examples of products and services you offer in your chosen field. Imagine you are talking to a customer and briefly describe each of the products and services. 1. Fiery singed chicken sausage with hot bean stew sauce, it’s our best deal dish. 2. Lunch extraordinary set menu, a determination of food and beverages with great esteemed cost. 3. Steak night on each Tuesday night, get free lager or beer when requesting steak Party time 6pm7pm. 4. Discount on all beverages during the party time. 5. Prompt riser booking rebate for any reserving by about fourteen days ahead 3. Provide 3 examples of add-ons and extras available in your area and explain the benefits or advantages to the customer if taken as a package. 1. Treat unique, purchase 2 get 1 free, in brownie and cake. 2. Day by day soup, our tasty soup, clients can arrange independently or add a couple of bucks when request with mains. 3. Beverage overhaul choice when request 4 glasses of wine, add 12 dollars more to get a container 4. Choose 1 of the add-ons or extras and describe 2 methods for how you could effectively sell the additional item.
Educating for Excellence Page 4 of 24 Australian Ideal College Registered as Australian Ideal College Pty Ltd RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart) E: info@aic.edu.au | W: www.aic.edu.au AIC-AT-SITXCCS007 – V1.0 Updated Apr 2020 When ordering a main course meal, dessert like – soup, ice cream, curd and brownie are free with the choices of customers, We could effectively sell them by – 1. Our idea needs to fit the client's definite necessities at the exact instant the person in question is examining. 2. Effectively paying attention to their necessities and wants, figure out which of our items or administrations could help them, or let them choose and proposition a strategically pitch 5. Provide 3 examples for how you could anticipate the needs of your customers in your service area. This may include special provisions dependent on special needs, service situation, preferences etc. 1. To those global voyagers who are bad at English, talk gradually and plainly, utilizing basic jargon and using words rather than sentences. 2. Clients with handicap's merit extraordinary consideration in our area. Building inclines that helps clients in wheelchairs to have easy admittance to entryways. Also, making comfortable and more space for them to transport. 3. For client from various foundations, provide them choices; pose numerous inquiries about the menu and administration arrangements
Educating for Excellence Page 5 of 24 Australian Ideal College Registered as Australian Ideal College Pty Ltd RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart) E: info@aic.edu.au | W: www.aic.edu.au AIC-AT-SITXCCS007 – V1.0 Updated Apr 2020 6. How will you ensure all products and services are packaged or actioned before customer delivery, including any variations, add-ons or special requests? How does this enhance the standard level of customer service? To do customer conveyance accurately and proficiently we regularly need to converse with different gatherings, for example, staff individuals in different offices and delegates of organizations offering related types of assistance. To anyone we converse with, it is fundamental that unmistakable and open correspondence is utilized. The point is to offer a consistent service to the client. Data is pointless except if it is split and utilized, there are numerous ways of keeping everybody refreshed, including: 1. Group messages. 2. Employee gatherings and discussing. 3. Pre-directive orientation. At any circumstance it is fundamental that stand by employee and kitchen employee convey unreservedly. Client ought to be well known regarding the deferral. 7. Choose 2 of the products or services you described in Question 2. Describe the types of problems which might occur in relation to each product or service. Our product to be served was- Fiery singed chicken sausage with hot bean stew sauce; it’s our best deal dish. Lunch extraordinary set menu, a determination of food and beverages with great esteemed cost. The problem we encounter was-The main course was order two, but our employee forgets to note about it. We were out of wine, so instead of red we serve white wine. 8. Select 4 of the potential problems you identified in Question 7. Imagine that these problems have been escalated to you to solve. What solutions could you implement to solve the customer’s immediate problem and also demonstrate high quality customer servic e (including replacements, refunds and alternatives) It is significant to react proactively to the circumstance by: A. Preventing the issue from happening B. Diminish the impact of the issue. C. Instruct clients concerning the issue to the employee. D. Redress if essential. E. Speaking the truth about inadequacies if item or administration has a few deficiencies in specific circumstances, telling the truth about them with clients. Or offering them in alternatives in discount price if there wanted product is shortcoming. F. Addressing any problem of worry involved with providers as they emerge. G. Mention harmed or flawed products to the provider immediately, with replacement.. 9. How would you ensure similar problems could be avoided and service provisions improved in the future? What would this require and how should this be managed within the team in your service area? To stay away from problems with client care, we need to deal with a understandable communication and refreshing framework. For example ∙ Instructions before administration meeting begins, examine forthcoming occasion and the circumstance we have been going trough. ∙ De-instructions after help, discuss any issues occurs today with partners and managers. Ensure everybody knows the solution to the circumstances.
Educating for Excellence Page 6 of 24 Australian Ideal College Registered as Australian Ideal College Pty Ltd RTO No.: 91679 | CRICOS Provider Code: 03053G Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart) E: info@aic.edu.au | W: www.aic.edu.au AIC-AT-SITXCCS007 – V1.0 Updated Apr 2020 ∙ Convey the data inner as well as with providers. At whatever point there is a help issue it is significant not to see it is as a unique case. Regardless of whether we remember the answer for sometime later, always should attempt to refine tasks for future. Generally we can record the issue and give criticism to your manager so they could integrate it into future preparation. The primary concern is to gain from the slip- ups and improve client’s administration. . 10. Explain the procedures for dealing with conflict, outlining the steps and requirements for verbal and non verbal communication. What are your responsibilities as a supervisor/manager? ∙ Listening-utilize successful listening abilities, while monitoring non-verbal communication. Not intrude on the speaker-let them hand-off the subtleties of the circumstances without interruption. Posing inquiries to acquire significant data and explain an ything we’re not certain of. ∙ Comprehend to completely understand the issue that the client has elevate, rework on client statement and rehash it to the client to ensure that we comprehended the grievance. ∙ React- If the shortcoming lies with the association, express regret quickly, if uncertain, apologize sympathetically. Illuminate clients regarding what moves will make ∙ Act- Take an action on what have you promised- tackle the problem to the client’s fulfilment. Grumbling giving should take need, as postponing activity will aggravate the matter. 11. Provide 3 examples of promotional items or initiatives which could be used in your service area, e.g. loyalty programs, and explain how these would be used effectively. 1. Publicizing and advancement research- By assembling data about the adequacy of publicizing by calculating; Client likely reactions to showcasing and special systems through testing in a gathering, for example, a centre group. 2. Viability of every one of past and arranged limited time procedures through examination of deals information. 3. Consumer loyalty concentrates- Informal strategies like discussions with employee or item and administration score cards. 12. Develop a customer feedback form which would allow collection of: a. Details of customers to establish a database b. Responses to questions enquiring about the product and services you provide in your service area c. Additional comments or feedback from customers d. Special preferences of a customer Customer feedback form How might you rate the nature of your feast? Excellent Good Average bad How was the hanging tight an ideal opportunity for the food? At time Average More than half an hour How was our administration? Excellent Normal Great astounding
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