Complete the activities and case studies provided.
Submit your answers in the following format.
a. Type the activity number and then your answer
b. All answers should be typed
Activity 1
1.1 Consider a hospitality venue like a hotel or a restaurant. Create a table of typical customer types, showing needs and expectations when choosing a hotel or selecting a restaurant to dine at.
Hospitality venue (circle) HOTEL RESTAURANT
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Customer type
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Example of needs and expectations
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Senior citizen
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Restaurant - budget deals,
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1. 2 Suggest 4 ways that you could obtain more information about customer needs,
expectations and satisfaction.
Activity 2
Choose a hospitality sector in your local area (hotel, restaurant, bar etc) and research
it in terms of the product characteristic list:
Here is an Example:
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Product or service:
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Banquet facility at hotel
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what the product is used for
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Venue for large and small functions
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how many different functions can it
perform
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multiple
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does it come in different sizes (or
colours)
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No
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how long will the product/service last
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A range of times 1 hour to whole day
Under terms agreed between each
client and hotel
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under what conditions must it be
used
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is there a warrantee
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No
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are there any optional extras
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Yes
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can it be applied in a variety of ways
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Yes
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is there a use by date that customers
should be made aware of
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No
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is the item in do
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• No
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currently stock or
you have to order it. If so, what is the
expected delivery time
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what are the products safety features
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• No
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what is the price range
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• from $10.00 a head, to $150 per head
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Create a report with the following information:
2.1 Name the product and create a product characteristic table
2.2 What negative aspects that you may found in their product or service.
2.3 Offer suggestions about how you think they could improve their product or service
2.4 If you were an manager which staff members would you discuss your findings with?
Activity 3
Case study A
Harry Hampton works as the sales manager for a banquet and function centre. One day he observed a staff member dealing with family of four people who had come in to the office. The family was dressed in plain clothes that obviously did not cost very much and had a general look of low income earners. They were very polite and courteous as they made their enquiries. The staff member did not give them much attention and behaved in a rude and unfriendly manner having determined from their 'look' that they couldn't possibly have much money. The family left having received no service and a very bad impression of the function centre. Harry was to learn several days later that the family had gone to one of his competitors and arranged for a enormous wedding reception, with 350 guests and many additions. The function cost around $35,000!
Complete the following questions:
3.1 What should the staff member have done?
3.2 What should Harry do now?
Case study B
Mr Smith (a guest at your hotel) requests his car be returned to him from the valet parking section of your hotel so he can attend a special dinner with some colleagues.
The valet mistakenly damages the car so it is unable to be driven. The duty manager
(Jack) organises a taxi for Mr Smith and promises to deal with the car the next day.
The next day the duty manager (Tom) and the hotel manager are not available when
Mr Smith wishes to sort out the problem with his car. The manager on duty knows nothing about what happened the day before and informs Mr Smith that the hotel is
not responsible for organising the repair of the car as it has no liability. Mr Smith is very angry and insists that the hotel find a solution immediately.
Complete the following questions:
3.3 What went wrong with this situation?
3.4 What should the hotel and duty manager Tom do to conciliate the angry customer and show excellent customer service
Activity 4
Case Study
You are the manager of a small café located close the CBD of your city. The café trades breakfast, lunch and dinner every day. Morning and afternoon tea service is very popular. The clients come from the following areas.
- Local residents - these make up a large majority of your regular customers, they frequently come on Sundays, which is very busy Guests from a nearby backpacker hotel who come from many different countries.
- Customers from CBD who mostly come for lunch during the weekdays, and
enjoy the pleasant environment.
HCS Customer Service Student Guide
You are redoing the menus for the restaurant and want to: a) improve quality issues like production time and profitability of menu items b) satisfy the changing wants and needs of your customers.
It is important to obtain 360 degree feedback from customers, your kitchen staff and the wait staff in this process.
Your Task:
4.1 Design a multi step 360 degree feedback process that will help you identify any underperforming menu items and emerging client needs. Use open-end questions in the feedback process to encourage participation.
Activity 5
CASE STUDY
You have observed a staff member taking rubbish out to the garbage, then returning to the food preparation area without his washing hands. You also notice that one of the wait staff in front of house has returned from smoking a cigarette on break and failed to wash her hands.
Your task
5.1 Identify the problem and form a team to prepare a Standard Operating Procedure for the staff to follow. Include all the steps that are to be followed to ensure the provision of Quality Customer Service.
5. 2. Explain in detail how you will communicate this new procedure to all relevant staff.
5. 3. Demonstrate how you will monitor the ongoing implementation of this SOP.