Hospitality Assignment 2022

Running head: HOSPITALITY
HOSPITALITY
Name of the Student
Name of the University
Author Note

1HOSPITALITY
Table of Contents
1. Provide an overview of the circumstances of customers you typically would encounter in
your chosen field of training. Describe their likely needs and expectations as well as any special
needs................................................................................................................................................2
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.................................2
3. Provide 3 examples of add-ons or extras available in your area and explain the benefits or
advantages to the customer if taken as a package............................................................................2
4. Choose 1 of the add-ons or extra and describe 2 methods for how you could effectively sell
the additional item...........................................................................................................................3
5. Provide 3 examples of how you could anticipate the needs of your customers in your service
area. This may include special provisions dependent on special needs, service situation,
preference etc...................................................................................................................................3
6. How will you ensure all products and services are packaged or auctioned before customer
delivery, including any variations, add-ons or special requests? How does this enhance the
standard level of customer service?.................................................................................................3
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 and service.............................................3
8. Select 4 of the potential problems you identified in Question 7. Imagine these problems have
been escalated to you to solve. What solutions could you implement to solve the customer’s
problems and demonstrate high quality customer service?.............................................................4

2HOSPITALITY
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?.....................................................................................................................................4
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?.4
11. Provide 3 examples of promotional items or initiatives which could be used in your
service area......................................................................................................................................5
12. Develop a customer feedback form......................................................................................5
13. Explain how you will evaluate this feedback form , how you would utilize the collected
data and how this would be useful to develop ongoing customer relationship...............................6
14. List 3 examples for customer with special needs or disabilities you may encounter in your
work area. What are special requirements are likely for the examples you have provided?...........6
15. List 3 factors which must be considered when you need to compensate a customer to
ensure both, the interest of the business and the customers are satisfied........................................6