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SITHIND004 Question Service Management Assignment

   

Added on  2020-05-28

11 Pages1871 Words54 Views
Unit Code:Assessment Task Number: B Assessment Title:Assessment Task Number: BSECTION 1: Prepare for serviceQ1:Briefly describe two aspects of a food and beverage attendant’s role andresponsibilities. Ans:oThe food to shall be presented in well-suited manner.o Take care of the comfort of customer.Q2:List two responsibilities of a room attendant.Ans:oFulfill the essential items of room.oManage things in room in presentable manner.Q3:What are two sources of information that help a gaming attendant in a sports club toprepare and organize their tasks efficiently?Ans:oSeek the attention of the customer and provide them with options.oPlace things in well manner in the reach of customer.oQ4:List three examples of information about service requirements you need to share withor inform other members of the team about.Ans: Student Number:Student Name:

Unit Code:Assessment Task Number: B Assessment Title:oSolve the query of the customer.oPresent their service in presentable manner.oTackle the customer with ease.Q5: How do work schedules and checklists help you plan and organise your preparationtasks?Ans:oChecklist helps to plan things with ease.oWork schedule shows what work has been done and what need to be done.Q6: What do you need to consider when developing a work schedule and allocating tasksto team members?Ans:oThere is need of idea of members who are present on that day.oCounts of the section on which they have to work.oThe person who can do the task with their ease.Q7: You are a room attendant in a hotel. What are three examples of preparation tasks youwould complete when preparing equipment and supplies?Ans:I work as a waitress in a restaurant. Hence the question is not applicable for me.Q8: List three pre-service tasks that are common across most types of hospitality venues.Ans: Pantry dishes , Raw material and Menu options.SECTION 2: Provide serviceQ9:What are the four basic principles of quality customer service?Student Number:Student Name:

Unit Code:Assessment Task Number: B Assessment Title:Ans:oGuest welcomeoGuest serviceoFeedbackoComfortable arrangementQ10:List five types of products or services the customer might require. Ans:More personalization, more options, constant contract, listen closely and front- linerscontrol.Q11:What are three examples of information a customer may ask for from a front officeemployee?Ans:oName of the customeroNumber of individuals accompanying him/heroCustomer preferences Q12:Why is good product knowledge and providing accurate information important whenhelping customers to meet their individual needs, requests or requirements?Ans:Every customer likes persons who knows about the product he/she is offering since itis a belief that well knowledgeable person delivers accurate product and services andchances of being fake is low.Q13: Give one example of how you have assisted a customer with their choice of a productor service in your workplace or training environment. How did you meet their needs,special requests or cultural requirements?Student Number:Student Name:

Unit Code:Assessment Task Number: B Assessment Title:Ans: Once a customer came to dine in our restaurant but was too confused to order what tohave for the main course. His special requirement was that he was a vegan and he didnot want any onion and garlic in his dish. I guided him for a delicious mushroom dishwhich he found tasty.Q14: Give one example of how and when you have promoted a product or service in yourworkplace or training environment. Ans:In the eve of Christmas and New Year, special dishes with combo offers were themain attraction in our restaurant. I used to target the couples and suggest themchocolate special dessert with hot waffle cones, which are the main attraction for thenew couples; hence promoting and selling the product successfully(Sarkar and Singh2015).Q15: What is the difference between the up selling and cross-selling methods of promotingproducts?Ans:Cross selling is selling on add-on or by suggesting the customers if he/she likessomething else. Upselling is an option of more expense where suggestions are madeto the customers to opt for the more expensive package.Q16: Why is meeting customer expectations an important component of providing qualitycustomer service?Ans:Meeting the customer expectation is important in the hospitality business to acceleraterestaurants profit margin.Q17: Why is it important you know your limits when trying to resolve a customercomplaint?Student Number:Student Name:

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