ASSESSMENT 1
Over 2 different occasions, you are to provide a food and beverage table service to customers within a Cafe/Bar/Restaurant/Bistro/Event. Each observation will occur over 20 minutes.
Over the 2 observations you will be required to:
• Meet and greet customers
• Serve customers, and take their orders
• Process orders (not back-of-house) and take food to customers
• Wait on customers throughout their meal
• Solve with problems proactively
• Process customer payments
• Clean tables/front of house
• Close down after service
• Provide a duality customer service at all times
NB: You may not be required to complete all the above points in each observation but all must be observed during the observations at least once
This task is to be undertaken in a food service environment such as café/bistro/restaurant with real products and customers. If a simulated environment is used. It must include real product and service.
ASSESSMENT 2
This assessment is to take place in simulated working environment. Assessors are to role play the part of the customer in 3 simulated customer complaints.
For each scenario, students are to demonstrate the ability to identity end establish the nature and details of the complaint by establishing a rapport with the customer and demonstrating understanding of their needs and point of view.
Students are next to action the complaint as appropriate to the environment. This includes attempting to resolve the complaint or refer to an appropriate stay member. Finally, complaints are to be documented and recorded. Students must ensure undertake the following.
- demonstrate the ability to research into a complaint and determine the nature and specifics of the situation / incident
- identify appropriate resolution options and analyse them for the most appropriate choice in accordance with set customer service policy
- Undertake corrective action within their level of authority, or refer to appropriate supervisor as needed
- Customer, personnel and supervisors are informed as to the situation and action followed
- Thorough documentation is created and maintained following set premieres and relevant legislation requirements
This assessment will occur one-on-one with your assessor (not in front of other students).