Student Assessment for SIT30616 Certificate III in Hospitality

This assessment task is for SIT30616 Certificate III in Hospitality and includes knowledge questions and case studies with role-plays. It assesses the knowledge of students in providing lost and found services and managing conflicts in the hospitality industry.

STUDENT ASSESSMENT
Training Package:
SIT30616 Certificate III in Hospitality
Cluster information:
HC3 3.1 Provide lost and found service and manage conflicts
Units of competency:
SITXCCS004 Provide lost and found service and SITXCOM005 Manage conflict
ASSESSMENT TASK 1: KNOWLEDGE QUESTIONS
Assessment task instructions:
This is the first assessment task which consists of 13 written knowledge questions. You must complete all the
knowledge questions at the required level to get a “Satisfactory” outcome.
Purpose of the assessment task:
The purpose of the assessment task is to assess your knowledge in the following:
 For lost and found items: organisational procedures for providing services, methods to succinctly and
clearly record details
 For lost items: methods to trace items and determine ownership
 For found items: methods to locate items and determine ownership, typical storage facilities for
items, security requirements for storage
 Formats for lost and found registers and reports, and required content of entries
Assessment conditions and resources:
Assessment will be conducted in a simulated industry environment where you will have access to:
 appropriate workplace documentation and resources including securing storage facilities for found
items and. accessing to current commercial lost and found registers, procedures and reporting documents
as needed by various questions in this task
 computer, internet, Wi-Fi, learner guide, PowerPoint, student portal
Questions:
1.1. If you are working for a hotel explain, why is it important that you follow the
hotel’s policy and procedure in terms of lost and found items. (Guide: 30+ words)
When I will work in hotel then it becomes more important for me to follow the policies and
process to deal in the lost and found conditions because it is method to present all the aspect
and also help in record the details in ethical manner.
1.2. List three (3) different formats that can be used to report lost and found items.
(Guide: 30+ words)
Housekeeping register maintained manually by the workers.
Customise software where all the items are recorded.
The preparation of a journal in the reception.
1.3. It is important when recording information about lost items that you accurately
and clearly record all relevant information. In the space below list four (4) details,
which can be included when recording information for lost and found items.
(Guide: 30+ words)
Description of the item in proper way so that it is easy to express when someone ask for
the same.
Area where the item is found i.e., in public areas or in room.
Nature of the item either costly or normal
Time and area of finding that item.
1.4. One of the methods of investigating lost items is by asking questions. List five (5)
questions you could ask someone who has rung up your hotel upon finding out
that they have lost an item. (Guide: 30+ words)

What is the item and its size?
Do you have any idea where did you lose that item in room or outside the room?
What is the approximate time to loss the item?
When did you check in and check out in the hotel?
What is your name and registered number in hotel?
1.5. It is important that you tag a lost item and place it in a designated location. List
two (2) examples of designation locations that can be listed in a workplace.
(Guide: 30+ words)
Example:
The precarious items are placed in locker or in the safe place near reception.
Things which are normal and big in the size they are place in public area where people can see
them.
1.6. Case Study “Jane’s lost jewellery”
In small groups read the case study below, discuss points ‘a. to d.’ and answer as
indicated.
Case Study “Jane’s lost jewellery”
Jane Smith arrived home from her stay at ‘The International Hotel’ in Sydney. When she
unpacked her bags, she could not find her jewellery.
She panicked and immediately phoned the hotel to inform them about her loss and she
advised them of her room number and the duration of her stay.
Upon getting all the details from Jane, the hotel manager inspected Jane’s room and found
several pieces of jewellery in the bedside table draws.
He secured the jewellery items by storing them in a designated location in the hotel as per the
hotel’s policies and procedures, which was the office safe behind the reception area.
a. Explain how the hotel manager should confirm the ownership of the lost
jewellery items with Jane. (Guide: 30+ words)
The manager will ask few questions:
What is the registered number you have with the hotel?
When did you check in and check out with respective times?
Further he will also check the face of Jane by doing video call.
b. Explain why the hotel manager had to secure all the items. (Guide: 30+
words)
The hotel manager have to collect the lost item himself and keep them in secure place
because there are different people and workers in the hotel. There are chances that things get
miss match and the customers of hotel no get the lost time from hotel.
c. Explain how should the hotel manager verify Jane’s identification before
he releases the jewellery items to her and; what should happen once he
is satisfied that he is giving the jewellery items to the correct person.
(Guide: 30+ words)
Manager will:
Ask about the specification and description related to jewellery.
They will cross-check all the information provided by Jane match the jewellery which is found
in the hotel.
Further when she is successfully answered all the question then manager give that to her.
d. Explain what process should the hotel manager follow to complete lost
and found documentation at the end of his/her shift duties. (Guide: 30+
words)

STUDENT ASSESSMENT
Training Package:
SIT30616 Certificate III in Hospitality
Cluster information:
HC3 3.1 Provide lost and found service and manage conflicts
Units of competency:
SITXCCS004 Provide lost and found service and SITXCOM005 Manage conflict
They will write in the documentation that the Jane lost item has been founded in the room, and
she is also successfully verified for the ownership of the jewellery. Further the items are given
to the Jane in hand and taken her sign in the register.
1.7. When asking questions to gain understanding of lost items, explain why you need
to ask the claimant the layout of the facility where the property was lost? (Guide:
30+ words)
This become important because it will help manager to identify the place and area of operation
is also got minimised with this. This will assist manager to now the right person who have lost
his/her item.
1.8. Explain three (3) types of conflicts, which may occur, when dealing with lost and
found matters in the tourism and/or hospitality sectors? (Guide: 30+ words)
When the item is lost somewhere else and customer is availing that item is lost in hotel.
When manager know the customer is telling lie for the lost of item.
When the misunderstanding happens regarding the item from both the sides
1.9. Conflict typically occurs in escalating levels of seriousness. Refer to the five (5)
stages of conflict model as per the image below and explain each of the stages.
(Guide: 100+ words for each)
Stages Explanation
1. Discomfort Here the customer is get to know that they have lost their item,
and they are not OK with that they want the item back.
2. Incidents In this the customer take step to concern with the other party
who can help them in finding the item.
3. Misunderstandings When the other party and the customer who have lost the item
not able to coordinate with each other than misunderstanding
arise. Here the customer is feels dis satisfactory from the other
party.
4. Tension Further customer is in tension to get the lost item back and in
this customer gets negative towards the other party.
5. Crisis Moreover, the argument between the party and customer
happens, and conflict happens.
1.10. It is important to recognise early signs of conflict so that it can be diffused before
it escalates. List and briefly explain four (4) warnings signs, which could lead to
workplace conflict and the effect of it. (Guide: 250+ words)
Warning signs Effect
Anger When the work in the organisation are getting
anger when the superior are translating the
higher order to them then it will create a

conflict situation with the organisation. The
worker will not able to understand the aim
behind the instruction which are being
provided to them. To avoid the conflict the
worker should work with passions. They
should strictly follow the order and coordinate
with the team.
Anxiety This is also a sign to have conflicts because
when individual feels anxiety then they are
having less control on their self and this will
lead to conflict among the workers. When the
worker is not able to take the right and
appropriate decision when their anxiety level
is higher. The individual must have in the
control before taking the decision to get the
best suitable outcomes.
Raising voice When the worker at its workplace having
communication with other coworker and
suddenly they raise their voice to
communicate with others. This will act as sign
for conflict because people usually get angry
and then raise their voice while
communicating with others. This sign of
conflict can be avoided by the worker by
communicating in correct manner.
Repetitive disagreement When the superior in the organisation uses to
explain some respective situation and solution
to handle the particular situation to worker.
When the worker are not able to understand
what actually their supervisor are trying to
explain then their behaviour is inappropriate
according to that which will cause the conflicts
among the workers. To tackle this sign the
worker should understand the motive behind
the information which are being shared with
their senior.
1.11. In the 1970s Kenneth Thomas and Ralph Kilmann identified five main styles of
dealing with conflict. Using the Internet, research “Thomas and Kilmann’s styles
and explain the characteristics of each style. (Guide: 250+ words)
Five major style that are being used in management of conflict:
Collaborating style: in this the conflict can be avoided with the collaborate attempts to work
with others to know the effective solution of an issue which will fulfil the need of all the people.
In this the opponent and the individual get combined and work so there are no conflicts.
Competing style: When the individual have the mindset to improve the productivity rather
than the relations with others. In this the individual uses to compete with opponent and the
conflict get resolve with the result either win or loss.
Accommodation style: In this conflict the individual uses to scarify in order to fulfil needs of
other individual. Here for remain connect and improve the relations the individual uses to
accommodate for other. Like when the supervisor is saying to stay back for an extra hour, and
I am OK with that.
Compromising style: Here the individual and opponent uses to mutually accept the which
will going to satisfy the company partially and with this it also helps in satisfying its opponent
as well.

STUDENT ASSESSMENT
Training Package:
SIT30616 Certificate III in Hospitality
Cluster information:
HC3 3.1 Provide lost and found service and manage conflicts
Units of competency:
SITXCCS004 Provide lost and found service and SITXCOM005 Manage conflict
1.12. What resources should be available to you to assist you with managing a conflict?
(Guide: 30+ words)
The human resource department is useful which will listen to the situation and take required
actions
Training and developments are need to the workers so that they can enhance the knowledge
and skills which will helpful in manage conflicts.
1.13. What communication techniques work best when managing a conflict? (Guide:
30+ words)
Waiting for the effective time when the communication can perform more effectively.
The remain connect with the people by eyes contact, body posture and other face expression.

ASSESSMENT TASK 2: CASE STUDIES AND ROLE-PLAYS
Assessment task instructions:
This is the second assessment task which consists of 3 role plays. You must complete all the activities at the required
level to get a “Satisfactory” outcome.
Purpose of the assessment task:
The purpose of the assessment task is to assess your knowledge in the following:
 Provide efficient and courteous lost and found service on at least three different occasions, suing
appropriate communication skills to determine required details of lost or found items
 Record clear details of above lost or found items and prepare simple reports according to
organisational procedures on each of the above service occasions
 Complete investigation of above lost or found items within timeframes determined by the property
owner or organisation
Assessment conditions and resources:
Assessment will be conducted in a simulated industry environment where you will have access to:
 Appropriate workplace documentation and resources including securing storage facilities for found
items and. accessing to current commercial lost and found registers, procedures and reporting documents
as needed by various questions in this task
 Computer, internet, Wi-Fi, learner guide, PowerPoint, student portal
Activities:
Read the scenarios below and use the information to conduct role-plays with another
class member. Each person must play the role of the front desk attendee for each case
study below. After each role-play is completed, please continue read the questions below
and provide answers.
2.1. Case study “Dallas Smith”
a. In small groups read case study “Dallas Smith and role-play as indicated.
Case study “Dallas Smith”
Dallas Smith had to travel to Melbourne to attend a business meeting.
He stayed at ‘The International Hotel’ in the city. His meeting concluded at lunchtime on
the second day and he was due to catch a flight back to Sydney that same afternoon.
When Dallas arrived in Sydney and drove home he discovered that his phone was missing.
He rang the number but could not hear it ringing anywhere close by.
Dallas’s phone has all his business contact details on it.
Dallas could have left it in his room, in the conference room or at the airport.
He decided to call the hotel first and make some enquiries with the front desk staff.
b. In small groups role-play case study 1.
Role-play
Each member of your group must role-play the front desk attendee.
Using effective communication skills, ask Dallas all the relevant questions that will
help you with locating his mobile phone. Document these questions in the space
below.
Role-play guide: Dallas is anxious and upset when he calls the hotel to ask
about his phone. (Guide: 100+ words
Do you have any idea where did you lost your phone so that we can check quickly?
Tell some specification and phone brand so that it is effective in finding?
Which were the places you visited while in the hotel?
Any additional information about your stay which you are willing to share?
What was the time and duration of your stay?
Do you remember when did you last used your phone while in hotel i.e. in which area?

STUDENT ASSESSMENT
Training Package:
SIT30616 Certificate III in Hospitality
Cluster information:
HC3 3.1 Provide lost and found service and manage conflicts
Units of competency:
SITXCCS004 Provide lost and found service and SITXCOM005 Manage conflict
2.2. Once you complete your role-plays, discuss scenario 1 “Dallas Smith” with your
team based on the case study “Dallas Smith” and answer the question.
Scenario 1 “Dallas Smith”
You have managed to locate Dallas’s mobile phone in the conference room. You try
and ring the number to establish if it is the correct mobile phone however you are
unable to do so as the phone’s battery is flat. What can be done?
Activity guide: Refer to the Lost and Found Procedure (provided as attachment
1) and outline your strategies to answer this question correctly. (Guide: 30 -
100+ words)
The manager will ensure that the description and specification which is provided by Dallas
smith is similar with the phone which is founded in the conference room. As the phone is
switch off so the hardware of the phone will be check with the phone brand. There are
some applications which will affect in sharing the location of the phone with the respective
phone number. The manager will make the phone charge and then call on Dallas number to
check the phone belongs to him or not.
2.3. After you discuss and role-play the scenario complete the Daily Communication
Journal. You may design your own form or use the template below to complete
the journal entry in the communications book as per the Lost and Found
Procedure provided (attachment 1). Complete this question individually (Guide:
30 - 100+ words)
Daily Communication Journal
Date:
Time:
COMMENTS: Here the Dallas smith has lost his phone in the hotel, and he has
communicated at hotel reception in the hotel to inquire about the lost phone. The
receptionist have communicated and asked about the phone in appropriate manner so that
Dallas smith have answered to them in effective manner. Further manager has
communicated about the finding of the phone in the conference room and confirm that the
phone belong to Dallas smith. Moreover, beforehand over the phone they just check by
calling the Dallas number.
2.4. The International Hotel policies and procedures require you to place lost items
in a designated location once they are tagged and then complete the “Lost and
Found Register”.
Answer guide: Review Case study 1 and complete the “Lost and Found Register” below
as per the format below. Complete this question individually
LOST AND
FOUND
REGISTER
Article
No.
Enquiry
Date
Description of
item
Staff Member
reported
Date found Time
found
Location
found
Date guest
contacted
Date item
collected /
sent
1 1/2/2013 Ear rings Lisa James 3/2/2016 2.00 pm Room 102 Yes 4/2/2016

2 20/4/2013 Laptop John Smith 20/4/2017 5.30 pm Room 111 Yes 22/4/2017
3 25/04/19 Mobile phone Dallas smith 26/04/19 4.00 pm Conference
room
Yes 28/04/19
2.5. In your teams, revisit the case study “Dallas Smith” and conduct a role-play
based on scenario 2 “Dallas Smith” below.
a. Conduct the role-play as described by the scenario. List the overview of the
discussion in the space below.
Role-play guide: Dallas wishes to have his phone mailed to Sydney by
express post of a courier.
Scenario 2 “Dallas Smith”
You have contacted Dallas Smith on the number he left with the hotel to inform him that
you have found a mobile phone in the conference room and as per your organisational
requirements you have placed it in the hotel safe.
Also explain to Dallas what process the hotel employees are required to follow so that they
comply with the hotel’s Lost and Found Procedures.
Dallas is relieved and would like you to send the phone to Sydney to his office
address attention to him directly.
Hotel employee: “A very good morning to you sir this call is from The international
hotel, am I speaking to Mr. Dallas smith”.
Dallas: Yes
Hotel employee: “Sir this call is to inform you about your lost phone so shall I proceed”.
Dallas: Tell me did you found that?
Hotel employee: yes sir we got your lost phone in the conference room. You just tell me
when and how will you collect your phone from ous?
Dallas: Thank god “I request you to courier my phone to Sydney because I can not able
to come right now physically to collect it.”
Hotel employee: OK sir we will try to courier you mobile phone as soon as possible on
your respective address.
Dallas: thank you so much
Hotel employee: your welcome, i hope you are satisfied with ous please visit our hotel
again.
b. List the overview of the discussion in the space below.
Answer guide: Notes can be handwritten (Guide: 100+ words)
This conversation between the Dallas smith and hotel employee is helpful to know
about the mobile phone is founded by the hotel employee. In this the hotel
employee had asked Dallas about the method through he will collect the mobile
phone. Further Dallas has agreed to collect it through courier and the detail
regarding the tracking number will be shared later.
2.6. You have arranged the phone to be mailed today. Complete all documents
below including the register and the journal.
Answer guide: Review case study “Dallas Smith” and all scenarios and complete the
“Lost and Found Register” below as per the format below. Complete this question
individually. (Guide: 100+ words)
LOST AND
FOUND
REGISTER
Article
No.
Enquiry
Date
Description
of item
Staff
Member
reported
Date found Time
found Location found Date guest
contacted
Date item
collected /
sent
1 1/2/2013 Ear rings Lisa 3/2/2016 2.00 Room 102 Yes 4/2/2016

STUDENT ASSESSMENT
Training Package:
SIT30616 Certificate III in Hospitality
Cluster information:
HC3 3.1 Provide lost and found service and manage conflicts
Units of competency:
SITXCCS004 Provide lost and found service and SITXCOM005 Manage conflict
James pm
2 20/4/2013 Laptop John
Smith 20/4/2017 5.30
pm Room 111 Yes 22/4/2017
3 15/7/2017 Mobile
Phone
Walter
Jones
15/7/2017 4.30
pm
Conference
room
Yes 26/04/19
DAILY
COMMUNIC
ATION
JOURNAL
Date: 26/04/19
Time: 04:00:00
Comments: Dallas smith lost its phone in the hotel and founded by an employee of the hotel at the
conference room. Further, the communication is being done with Dallas about the same.
Date: 26/04/19
Time: 08:00:00
Comments: When the Dallas is agreed to collect its mobile phone through courier in Sydney then the
manager have sent that through courier as quick as possible.
2.7. Case Study “New Duty Manager”
a. In your teams, review the case study “New Duty Manager” and conduct your third
role-play.
Case study “New Duty Manager”
One of ‘The International Hotel’s’ duty managers has just resigned and you have been
appointed in his place.
Prior to you taking up this new position you have been given training of your
responsibilities and you have learned that one of your duties is to check the lost and found
register and the communications journal regularly.
Your first day as a duty manager has started. To ensure that you are doing your job well,
you start to review of the lost items register and communication logs in the journal.
You quickly identify all entries including the one regarding Dallas Smith’s mobile phone
and realise it has been 9 days since the phone was mailed to Dallas in Sydney. There is
also no information about the company the phone has been sent with.
You are required to follow up with Dallas and confirm that the phone has arrived safely.
The existing duty manager of the international hotel has been
changed and I have been appointed as the new duty manager over there. I
found that the register of lost and found is not been regularly reviewed and
filled so the entries related to the last case of Dallas smith mobile phone is
also not there. Further, the case is old around 9 days and there are no
status updates in that register.

b. Role-play the case study “New Duty Manager. To successfully complete this role-
play and the lost and found service process refer to the hotel’s “Lost and Found
Procedure”. (Guide: take notes – 30 - 100+ words)
New Duty Manager: Hello sir I am new duty manager at “The international hotel”.
Dallas: Hi sir
New Duty Manager: I hope your phone was received by you that time without any
further difficulties.
Dallas: Yes sir after the last conversation regarding the collection process I got my
phone after 3 days.
New Duty Manager: are you happy with our services?
Dallas: off-course it is really satisfactory and thanks once again.
New Duty Manager: you're welcome sir.
2.8. Read the scenario below based on the case study “New Duty Manager”. Use
the space below to list recommendations that you would suggest to the hotel
managers so the hotel can improve its Lost and Found processes in future.
Scenario “New Duty Manager”
After you confirm with Dallas that his mobile phone arrived safely. You continued to check
the register and the journal only to find out that several items from previous years have
not been followed up and no information has been entered whether all items have been
returned to the claimants safely.
You have also noticed that some items have not been claimed for at and are still
outstanding. These items are still in the lost and found safe and some are from five (5)
years ago. You have also found that some of the items were not tagged and did not include
any staffs’ names.
Answer guide: Complete this question individually listing as many ideas a
possible (Guide: 100+ words)
To undertake and improve the process of lost and found in the near future new duty
manager will:
The normal products which are not having much value are placed in the public area
in the hotel so that people who require those cans take from that.
When the item is costly then the hotel staff will make some more inquire about the
owner when no one will respond then they will caution the item.

STUDENT ASSESSMENT
Training Package:
SIT30616 Certificate III in Hospitality
Cluster information:
HC3 3.1 Provide lost and found service and manage conflicts
Units of competency:
SITXCCS004 Provide lost and found service and SITXCOM005 Manage conflict
ASSESSMENT TASK 3: IN CLASS ACTIVITY MANAGE CONFLICTS
Assessment task instructions:
This is the second assessment task which consists of1 role play and 4 case studies. You must complete all the
activities at the required level to get a “Satisfactory” outcome.
Purpose of the assessment task:
The purpose of the assessment task is to assess your knowledge in the following:
 Provide efficient and courteous lost and found service on at least three different occasions, suing
appropriate communication skills to determine required details of lost or found items
 Record clear details of above lost or found items and prepare simple reports according to organisational
procedures on each of the above service occasions
 Complete investigation of above lost or found items within timeframes determined by the property owner
or organisation
Assessment conditions and resources:
Assessment will be conducted in a simulated industry environment where you will have access to:
 Appropriate workplace documentation and resources including securing storage facilities for found items
and. accessing to current commercial lost and found registers, procedures and reporting documents as
needed by various questions in this task
 Computer, internet, Wi-Fi, learner guide, PowerPoint, student portal
Activities:
There are several case studies, scenarios and a role-play in this assessment task. Read
each activity with your colleagues and your trainer and assessor, and provide answers to
each question as instructed. You will then be required to conduct your role-plays in small
groups. We recommend that you work with different team members from assessment
task 2 to enable you to practice your interpersonal, problem solving and English
language skills with different individuals.
3.1. Case study “Lakeview Motel”
a. Read case study Lakeview Motel and discuss in small teams.
Case study “Lakeview Motel”
Scenario:
You are the duty manager on duty at Lakeview Motel.
Sam your senior grounds person approaches you to report that Maria, who has
commenced this month as his assistant, has put the chemicals in the swimming pool in
the wrong amounts and has made it unpleasant and possibly unsafe for the swimmers.
Sam locked the gates and attached an ‘Out of Order’ sign and is very upset.
He explains “I went through the whole process with her last week step by step! How could
she get it so wrong? Can’t she read a label and measure an amount? – Dam!”
You know that Maria has only been living in Australia for a few years and her English is not
perfect. She has mentioned previously that Sam can be too quick with explanations, rude
to her and she doesn’t like to ask him for help.
You suspect Maria may be challenged with reading and understanding English.
b. Explain could provide mentoring, coaching and support to Maria and ensure she
is able to perform this role correctly in the future. List your discussion points in
the space below. (Guide: 30 - 100+ words)

Maria need mentoring and coaching so for that the leader must be available with her when
she is performing her duties. The mentor can make use of traditional one on one
mentoring to her because there is need to go through all the steps taken by Maria to
support her. Maria can get the coaching in most appropriate manner with her coach as
there are different styles of coaching style. While motoring and coaching her coach must
listen to her so that they can share their thinking and also engage with them. The coach
also determine where Maria is lacking and what the think which need to be improved in
her.
a. Explain why you think there is conflict in the workplace between Sam and Maria?
(Guide: 30+ words)
Sam is a rude mentor who is just doing is duty insight of helping Maria to learn all the
duties as assistant. Maria is new in Australia and her English is less effective than also he
is explaining faster. This will created conflict at working place between them.
b. Explain what you can do to investigate and resolve the situations? (Guide: 30+
words)
Sam should have to make sure that the motoring is fruitful for Maria, and he is explaining
in adequate speed. There is better coordination and health relation between the superior
and subordinate.
3.2. Case study “The International Hotel”
a. Read case study 2 and discuss the case study in a small team.
Case study “The International Hotel”
Scenario:
You are working in ‘The International Hotel’ in the reception area, which is open 24 hours.
A guest arrives at 2.00 am who is eager to go to his room and sleep.
When he checks in he is informed that there is no booking in his name. The guest is
clearly unhappy and produces an email confirming his booking.
You realise that there is an issue however the manager is not on duty.
You must deal with this situation in a polite and courteous manner.
b. Explain what can be done to make a swift and tactful action and prevent this
matter from escalating? (Guide: 30+ words)
To prevent this situation from any kind of irrelevant escalate I will allow the guest to
check-in to a particular room and explain to him the situation. Further the issue of not
writing the booking entry in the system will be resolved in the next morning.
3.3. Case study “Lockout Laws”
a. Read case study “Lockout Laws” and discuss in small teams.
Case study “Lockout Laws”
You are working in a bar at a registered club in the city in Sydney.
New regulations came into force across Sydney CBD Entertainment Precinct for lockouts
“The lock out laws” which means that the last patrons that can enter the establishment is
1.30am and the last drinks that can be sold are 3am.
Two patrons approach the bar just past 3am and order a round of shots. They are
intoxicated and you advise them that it is after 3am. They become loud and not very
happy.
You begin to explain to them the reasons and they begin to verbally threaten you.
Another patron approaches and touches one of the aggressors on the shoulder. The drunk
aggressor spins around and pushes him and he falls.
b. Explain the appropriate actions you would take and the resources that would be
at your disposal for you to manage this situation appropriately. When answering
you must take into consideration your own personal safety and the safety of
customers and colleagues. Record the actions you would take in the space below.
(Guide: 30 – 100+ words)

STUDENT ASSESSMENT
Training Package:
SIT30616 Certificate III in Hospitality
Cluster information:
HC3 3.1 Provide lost and found service and manage conflicts
Units of competency:
SITXCCS004 Provide lost and found service and SITXCOM005 Manage conflict
As a bar worker I will let them know in effectively that its already 3 am and the bars are
not supposed to open after 3 am. They will make use of simple and soft language while
communicating with them so that they could understand the situation. When they are
aggressive and not listening to the words the will call security and instruct them to handle
those people.
3.4. Case Study “Jaguar Airlines” and a role-play
This activity will demonstrate your skills and ability in being able to resolve conflict.
You will be required to resolve conflict, one of your colleagues will act as the irate
customer and two other colleagues from your classroom will act as your team
members.
a. Read the case study “Jaguar Airlines” and complete all following points. Refer to
the policies and procedures on “Delays and Cancellations”, at the back of this
assessment pack, attachment 2, when dealing with the irate customer.
Case Study “Jaguar Airlines”
Scenario:
You are working for Jaguar Airlines in the ticketing section.
The plane, which was supposed to travel from Sydney to Brisbane, has had a technical
problem and unable to depart on time. The delay has been estimated to be more the 45
minutes and therefore you had advised your team to call the customers and inform them
of the delay as you think that the flight may even be cancelled.
One of the customers arrived an hour before the flight was delayed and appears to be
very irate and angry as he had a meeting to go to and now will miss the meeting. He is
also angry that he was not informed and that he wasted the time to travel to the airport.
He is getting louder and angrier.
Your team member advises him that she called him and left a message, as she could not
get in touch with him on his mobile number. The customer is still not happy and his
behaviour now seems to have an impact on other customers. He is annoyed that she did
not call his home number as his wife could have let him know. He is also angry that she
did not try to call his work number.
Your colleague advises him that his work number was not listed on his details. Your
colleague is also getting agitated and advises him that she has done what she could do.
He wants to speak to the supervisor!
b. Role-play the scenario. Use the following steps to demonstrate how you
can use interpersonal, communication, conflict resolution and problem-
solving skills to handle the situation in the scenario above.
Your assessor will complete an observation checklist and provide you with
feedback.
Role-play guide: Each person must play the role of the Supervisor at least
once.
Use the tick boxes below to ensure that you have covered all required
points for this activity during your role-play.
Role-play

 Listen to all parties and assess the conflict situation
 Establish and agree on the nature of the conflict situation with the irate
customer and assess the impact on the airline
 Deal with the conflict sensitively, courteously and discreetly.
 Minimise impact on other colleagues and customers who seem distressed at
the angry customer
 Use effective conflict resolution techniques and communication skills to calm
the customer down
 Listen to the customer and his explanation of why he is so upset and
acknowledge his complaints and treat it with respect
 Refer to the airlines policies and procedures and legal liabilities on “Delays
and Cancellations” and offer the best possible solution to the customer
c. Once you have dealt with the customer and completed the role-play.
Conduct research of any legal responsibilities of the organisation and
impact on the airline; and explain your actions. Write a report for your
managers, explaining the entire overall situation; how you dealt with each
of the steps in question 3.4. and list if all legal requirements by the airline
were met.
(VERY LONG - report must be approximately 500 words minimum in
length)
CUSTOMER COMPLAINT RE FLIGHT DELAY/CANCELLATION REPORT
TO: manager
Date: 14/3/2019
COMMENTS: On the respective date the flight is going from Sydney to Brisbane is been delayed
and further been cancelled and one of the customer is being highly disappointed with this
uncertainty. So the staff at ticket section has explained that they have informed them on their
personal number yet there is no reply for that. They have performed all the legal responsibilities
because according to the law of the airline when the flight Is delay or cancelled then they will
inform the customers on the listed number. Further, in this the staff will also going to arrange an
alternative flight for the same destination for the customers so that they can not miss from the
work. As the Jaguar airline is being impact due to the behaviour of the customer who is reacting
rudely towards the staff members. There is lots of negativity around the market and its existing
customers are also changed their mindset regarding the respective airline. So the company of
airline is informed all its customers and a market announcement regarding the case in which the
customer is not able to understand that the airline staff has informed him for the cancellation of
the flight more than that they also arrange the alternative flight for them so that they can go to
their respective place. As the negativity has been spread all over in the market, so they will make
clear to their customer base as well as other so that they are not get confused or any kind of
negativity regarding the airline services. The staff will make know the customer who is
disappointed that they are going to provide the next alternative flight so that they can go to their
destination. Further, in this situation the customer is told to have passion and not been hyper
because they are having the alternative solution of his problem. As the airline is not responsible
because they have informed him earlier, and they can not reach him on his number so that is not
the problem of the Jaguar airline. As to maintain its reputation in the market airline have made
efforts to skip all the negativity caused because of the particular customer.
Moreover, they have all inform the rest of customer who are available their for the same flight that
they were provided an alternative flight to travel to their destinations. As it also impact on the
goodwill and the brand loyalty of the Jaguar airline in negative way so for that the company will
take the review from its customer about the service they are offering to their customers in the
international market. So the airline can work accordingly in the market and for the immediate
action they will provide the alternative flight to the customer who not knowing about the
cancellation of the flight. Airline will understand that the people also have urgency to go to their
respective destination and if they will not provide them then people will not been satisfactory with
the respective services.

STUDENT ASSESSMENT
Training Package:
SIT30616 Certificate III in Hospitality
Cluster information:
HC3 3.1 Provide lost and found service and manage conflicts
Units of competency:
SITXCCS004 Provide lost and found service and SITXCOM005 Manage conflict
3.5. You had established, from your conversation with the customer, that he is a
well-known reputable businessman. Explain what could be the impact on the
airlines reputation if you did not offer him a positive solution. (Guide: 30 –
100+ words)
When the staff of jaguar will not offer a positive and satisfactory solution to the customer
then the goodwill of the company get affected. The businessman is having different
contact and if he is not get the solution the respective time then he will spread lots of
negative feedback in the market where he uses to operate. The existing customers of the
company are also get affect because of these negative feedback.
3.6. Complete workplace documentation by completing the “Customer Complaint”
form and attach it as evidence. Make up details where necessary.
JAGUAR AIRLINES - CUSTOMER COMPLAINT FORM
1.Customer Details
Title (Mr., Mrs., Miss) Family Name Given name
John smith Watson smith Mr. John smith
Street Address Suburb Postcode
88 Sussex St, Sydney,
NSW.
Name Park H. 2001
Home phone Mobile:
[phone] 0434 256 987
2. Details of services supplied to the customer
Date of travel: Description of service:
13/04/19 Flight from Sydney to Brisbane
3. Details of what the complaint and rectification: Complaint: Flight delay and cancellation
OFFICE USE ONLY
Complaint received by: Action taken or required: Date received:
Samson k. The alternative flight is booked for the john smith so that they
can reach their place.
Date action completed: 13/04/19 Signature:
3.7. Team workplace discussion.
Meet with your colleagues; discuss and document all conflict resolution steps
that were followed during your Jaguar Airline role-play; and how it assists the
airline with its continuous improvement processes.
During your discussion address the following topics:
a) The conflict and why it occurred
b) The resolution that was reached
c) Establish if the resolution was appropriate and explain why
d) Refer to the policy and procedure (attachment 2) and establish what else
could have been done to inform the customer of the possible
delay/cancellation

e) Come up with improvements to the current process, procedures and tools
available to staff when dealing with conflict in the workplace
f) Review the customer contact details form; and establish whether any
improvements can be made to the form to ensure that all avenues are
covered when trying to contact the customers in future. (Guide: 100 – 250+
words)
Meeting Minutes
Heading: Meeting re conflict resolution situation on the
Attendees:
Date and time: 13/04/2019, 5:00 pm
Meeting Points Discussed: In the meeting staff were told about conflict as the business
man who is being disappointed due to miscommunication between them. He has no
idea related to the cancellation of the flight, and he also come at airport before one
hour of flight. This is occurred because the staff member at ticket window is not able to
communicate with the customer and as they had made a call but the customer is not
available. The immediate solution of this issue is that airline can provide an alternative
flight to the customer so that they can go to their destination. In the respective
situation when the flight is being cancelled and customer have arrived at airport then
by provide the immediate flight to them is effective solution more with this staff should
also make sure when the flight got cancelled all the customer should aware about the
same so that they can book a new flight.
When the flight get delay or cancelled then they have to pre-inform about the
cancellation of the flight to the person and one of its close person so that that is being
more effective to aware the customer. They should send a mail, text message and a
call to the customer. To deal with this situation more effectively the staff must deal with
this more passionate because don't want that their company is not listening to him and
getting hyper as well. The staff must communicate softer and also act as they are
helping to the problem of the customers. In their must be an additional contact detail of
the second person to whom information of cancellation and delay are forward so that
they can forward it to you for the future.

STUDENT ASSESSMENT
Training Package:
SIT30616 Certificate III in Hospitality
Cluster information:
HC3 3.1 Provide lost and found service and manage conflicts
Units of competency:
SITXCCS004 Provide lost and found service and SITXCOM005 Manage conflict
Attachment 1
Lost and Found procedures
 An item left behind by guest either in the room or in public area identified by any
staff and brought under the notice of Housekeeping is termed as “Lost and
Found” item.
 There should be one dedicated location to receive lost and found items whether it
is found in guestrooms, meeting rooms, public area or restaurants.
 Employees are instructed to bring items to the front desk with valuables receiving
immediate attention.
 All items regardless whether it is valuable, non-valuable items and perishable items
must be recorded on the Lost and found register.
 Items should be “tagged” and placed in either a plastic bag or envelope noting the
serial number from the register, place found, date, name of the person found the item
on the outside.
 Place items in the lost and found safe.
 If the owner of the item can be identified, contact them by phone in the first instance
leaving a message if necessary and follow up with an email if able, to notify the guest
about the lost item
 When guest calls up the hotel to ask about the lost it item the following details must
be captured:
o Full name and contact information
o Description of item/s
o Where they think they may have left it?
o If item is located, will they be arranging collecting the item or will it need to be
sent.
 Items required to be sent will be sent Registered Mail requiring a signature
and cost of postage paid at the receiving end.
 Details of the call and the item lost should be written in the daily communication
journal for all staff to reference if needed.
 Once the item is sent to the guest / collected by the guest authorized person an
appropriate entry to be made on the register and communication journal.
 7 Days from the item being dispatched, Duty Officer is to make contact to ensure
item has been received and to gather informal feedback on the lost and found
process.
 All documents are to be completed immediately upon completing each action.
Attachment 2
JAGUAR AIRLINES
Policy and Procedure Delays and Cancellations
We are committed to on time performance however sometimes bad weather, natural
disasters, technical problems, operational and other issues can cause flight delays and
even cancellations.

 If delays and cancelations happen, we will do all we can to fix the problem and keep
you informed of developments and the choices that are available to you.
 If we become aware at least two hours ahead of your scheduled departure time that
your Jaguar operated domestic flight will be delayed more than 45 minutes or
cancelled, we will use the contact details you provided in your booking to let you or
your travel agent know.
 We will also do this for international departures from Australia; if we become aware at
least four hours ahead of your scheduled departure time that your operated flight will
be delayed more than 60 minutes or cancelled.
 If your flight is cancelled, we will offer an alternative flight on our services to get you
to your destination at no additional cost to you. If we cannot offer you suitable
alternative arrangements, we will provide you with a full refund for the affected flight.
 In the unlikely event that your flight is delayed overnight for reasons within our
control and you are away from your homeport, we will provide you with meals,
accommodation and transfers.
 If your travel with Jaguar is disrupted for reasons that are outside our control and you
are away from your homeport, we will provide overnight accommodation (including
breakfast).