Customer Services Team

ASSIGNMENT REQUIREMENTS:

Scenario

Scenario

You have started a summer placement working in a large hotel in a town centre location. Because of this location the hotel is used by both domestic and incoming tourists and business people. The hotel has a pub in the basement that serves food; conference facilities and a spa. The hotel has limited pre-booked car parking in a small multi-story car park. There is access to night clubs, theatres, shops and good public transport links to nearby sporting venues.

You are fortunate to be working with the customer services team, as you wish to develop your customer service skills; the Customer Service Manager is pleased to have you as a team member as the extra staffing will facilitate some essential research to improve staff communications and possibly the development of staff improvement training materials for customer care.

Task 1 - 1.1 Discuss reasons for using customer service policies

The customer service team think that staff members need to be reminded about the reason for having a customer service policy (there have been one or two complaints from customers recently).

You are asked to put together a short presentation for staff, to be used as an agenda item in different department meetings. Your presentation should identify how the policy requires each member of staff to meet customer requirements and expectations and the need for staff to communicate effectively with internal and external personnel and customers.

You are instructed to put together a PowerPoint presentation and notes to be used by each Department Manager.

Research customer service policies using large group hotels and the internet, select a policy and use this as a source for the PowerPoint presentation (you must put together a pack of slides and notes. Provide a written commentary that justifies your choice of policy and include an appendix to show the text and web resources that you researched

For M1, the research for task 1 was used to produce a presentation.

For M3, the presentation for task 1 was structured coherently and was appropriate for different audiences.

Task 2 - 1.2 Discuss the purpose of evaluating a customer service policy, indicating how this can assist

future staff training and development.

Your Customer Services Manager was pleased with your presentation, but as a result of a discussion with the General Manager, there is some concern that the Hotel Customer Services Policy might need to be updated (there are still customer complaints.) You are asked to continue to research a range of customer service policies, to suggest any revisions to the hotel policy and developments required, with particular attention to how to identify customer expectations; how to assess the current quality of customer service and how best to evaluate the use of data and feedback.

a) Produce a customer needs analysis for the different types of customers who use the hotel.

b) Develop a draft customer feedback survey questionnaire.

c) Undertake wider research into customer services policies; examine 3 examples - not just hotels, but also restaurants, pubs, bars, nightclubs, food service providers, hospitality services. Record the policy for each organisation and produce a text table that addresses how the organisation identifies customer expectations, how they currently assess the quality of customer service and how they evaluate the use of data and feedback. Using the key policy points for each researched organisation, draft a more robust policy for your organisation.

d) Identify any changes to staffing levels and staff training that would need to be implemented as a result of using the revised policy.

e) Identify the methods that could be used to collect quantitative and qualitative methods of customer research data.

f) Suggest how else could you measure guest satisfaction, as well as using a guest questionnaire?

M2, the selection and use of methods for task 2 were appropriate and justified and employed appropriate application of learning.

g

Scenario for Task 3:

Your presentation used in the department meetings has highlighted the need for improving staff and customer communications. You are asked to put together a self-evaluation checklist that identifies different communications methods, including appearance and body language so that staff can identify their own development needs. You decide to use a text table that will identify the advantages of good communication and impacts if they are poor, you also add some questions for staff to answer, as you feel these will help to