SIT50416 Diploma of Hospitality: Customer Service and Training Plan

This assignment, designed for the SIT50416 Diploma of Hospitality, delves into various aspects of restaurant management and customer service. It begins by profiling a restaurant, Hasan's, analyzing its ambiance, menu, and customer base, including their expectations regarding price, service, and atmosphere. The assignment then outlines a staff training plan focused on advising customers about new products and services. It addresses problem-solving by proposing a solution to the issue of sourcing tropical fruits, and creating a complaints resolution procedure. Furthermore, it explores the use of a CRM database for customer relationship management and suggests promotional marketing services. The assignment concludes with the creation of a customer service charter, an analysis of customer experiences, and the development of customer service policies to enhance future guest experiences. The document includes references to support the analysis and recommendations.

Running Head: SIT50416 DIPLOMA OF HOSPITALITY 1
SIT50416 DIPLOMA OF HOSPITALITY
Student Name
Institution Affiliation
Facilitator
Course
Date

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SIT50416 DIPLOMA OF HOSPITALITY
Task One: (Profiling restaurant and customer’s needs and expectations)
How do we get information about our customers? (Koch & Benlian, 2015)
 order forms
 customer satisfaction surveys
 warranty cards
 customer rewards programs
 feedback cards
Create a profile for a restaurant of your choice
Hasan’s -a new taste experience
RESTAURANT
Hasan’s -a passion for flavor
Company profile
Ambiance
Hasan’s restaurant is in a perfect locality and no
matter the occasion, we guarantee unique dining
experiences. Whether it’s a private party or an
intimate dinner, we cater for all. This restaurant is
known for its Bollywood function rooms with
seating capacities of up to 100 people. These
rooms have their own bars and sound systems
fitted inside so that customers can enjoy truly
sensational during their respective events
Menu
Hasan’s is famous for its innovative menus,
prepared with finest and freshest ingredients. Its
comprehensive menu caters for all kinds of
palettes and offers a variety of meat, vegetarian
and fish dishes. All our dishes are genuinely
prepared with a passion to create mouth-watering
and authentic food.
For those people with sweet mouths, then here is
where a real treat dwells. Not only do we offer
varieties of Movenpick Swiss ice cream but also
have home favorites like ras malai.

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SIT50416 DIPLOMA OF HOSPITALITY
Profile the customers who go to that restaurant
 Partners in Honeymoon
 Dating partners
 Private parties
Minimum 3 customers who would go to the restaurant, including customers’ expectations (Price,
products, (service/food quality), staff, customers, atmosphere/design etc)
Customer types Customer expectations
prices Service
quality
staff atmosphere
 Partners in Honeymoon
high high guiding cool
 Dating partners
high high understanding cool
 Private parties
low high guiding cool
Task Two: (Training Plan)
Develop a training plan for staff on the following:
STAFF TRAINING PLAN
Training Title: Advise customers about new products/services/personalization
Date: 04/11/2018
Trainer: evansmutinda35
Objectives: Enhancing Staff Capabilities
1. FACILITY INFORMATION
BUSINESS NAME (Same as FACILITY NAME or DBA-Doing Business As) FACILITY ID
RQ00
CERS ID
ADDRESS
2.NEW STAFF TRAINING
New staffs are trained in the following procedures:
 Responding to customers

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SIT50416 DIPLOMA OF HOSPITALITY
 Explaining new products and services
 Convincing customers to buy new products
 Capturing the attention of customers
 Taking customers through a new product review
2. EXISTING STAFF TRAINING
Existing staffs are trained in the following procedures:
 Identifying customers with interest in new products
 Approaching the customers
 Explaining them on new products& services
 Convincing customers to buy new products & services
 Capturing the attention of customers
 Responding to customers
Task Three: (Problem-solving)
There has been a cyclone and tropical fruit has been difficult to source but your restaurant is well
known for using these ingredients. How do you solve this problem and communicate with customers so
they aren’t disappointed?
The first step will be to inform the customers on the matter and communicate to them that the
situation is actually unavoidable. Show them some of the efforts that have been made in an attempt to
avoid the situation even if it has all been in vain. Lastly, propose an alternative to tropical fruits and
then give them a chance to air their views in regard to the matter.
Task Four: (Complaints resolution procedure)
Create a complaints resolution procedure for the restaurant that you’ve profiled and follow

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SIT50416 DIPLOMA OF HOSPITALITY
(Lee, Wang & Trappey, 2015)
Task Five: (Promotion & Relationship Management)
How can you use a CRM database to maintain relationships with your customers?
Data Use
Date of birth To know the type of products to be advertised to
them
Phone number Sending relevant messages regarding organization
products
Emails Sending relevant mails regarding organization
products
Location Knowing where to engage them during promotions

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SIT50416 DIPLOMA OF HOSPITALITY

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SIT50416 DIPLOMA OF HOSPITALITY
List 5 promotional marketing services you could create to grow and encourage repeat business?
(Lovelock & Patterson, 2015)
 Offering Something for Free
 Frequent Buyer Gifts
 Partnership Offers
 Teaming up with Non-Profit or Charity organizations
 Offering discounts to targeted customers
Assessment Three – Activities
Task 1A: Create a Customer Service Charter for your business

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SIT50416 DIPLOMA OF HOSPITALITY
(Matzler, Strobl, Thurner & Füller, 2015)

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SIT50416 DIPLOMA OF HOSPITALITY
From your identified list of customers;
Choose one (1) and provide a profile of this group.
Cesarean section
Procedure
 Individual should first be assessed by
doctors to ascertain that she is ready for
process
 He/she should sign a form of acceptance
 One of her relatives should sign the
acceptance form
After service
 The victim will be required to stay in
hospital for a minimum of 2 weeks
 The baby will be under hospital
management for 2 weeks

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Describe how you would meet / exceed their needs and expectations (Matzler, Strobl, Thurner &
Füller, 2015)
 Collecting Customer Feedback
 Focusing on the Omni-channel part
 Creating world class Customer Service model
 Instituting impactful employee training programs
 Focusing on the small things
 Adding personal touch
 Following up with organization customers
Task 2
Part A: ANALYSE THE SITUATION – THE CUSTOMERS’ PERSPECTIVE
(i) Create a questionnaire to measure existing customer satisfaction

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(ii) You have visited the hotel and are asked the following questions.
Did you get good customer service?
Yes

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Would you come back to this resort?
Yes
Was it value for money (fair value) when you considered the travel/ cost?
Fair value
Part 2B: Customer Service Experience: Research the problem
Identify and comment on your experience throughout the following stages of your holiday.
Travel to your hotel
Fantastic
Check-in Experience
Welcoming
Escorted to your room