Reference no: EM131047032
Section1: PROVIDE SERVICE
For each of the scenarios:
a. Identify what the attendant did wrong.
b. What the attendant should have said to allow them to provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict.
The scenarios
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Attendant's response
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What the attendant did wrong
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A better statement or action would be ...
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'I'm not surprised you're still waiting for your meals. Our new chef is hopeless.'
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'No wonder your steak is tasteless. You shouldn't have ordered a well done steak.'
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'Look I've worked really hard. It's not my fault the wine steward did not arrange your drinks.'
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'Of course you can have these meals for free.'
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'Those customers look really angry. I think I will stay over here.'
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SECTION 2: COMPLETE END OF SHIFT DUTIES
1. List three benefits of clearing, cleaning and dismantling your work area according to organisational procedures.
2. Identify three consequences which could arise if the work area is not cleared, cleaned and dismantled according to health and safety requirements.
PROJECT 1-
You work as an attendant in the café of an international hotel. You have been invited to apply for a position in the hotel's up-market restaurant. The food and beverage manager needs to know that you understand how to provide and coordinate high quality hospitality service.
As part of your application you have been asked to prepare a report in which you set out your understanding of the steps involved in:
organising and preparing for food and beverage service within an up-market restaurant
delivering high quality service to customers
proper closing down procedures
effective teamwork practices.
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Negligence in the preparation of a tax return
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Describe three ways in which this advice might be incorrect
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Prepare outline paper about identity provider and two change
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Injures another player while playing softball
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Appropriate communication techniques to deal with conflict
: What the attendant should have said to allow them to provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict
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Compute the profit consequences of your advice.
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What is the cost of goods sold
: At the beginning of the month you have $13,000 in inventory. You purchase $25,000 in goods and your ending inventory is $10,000. Food and beverage sales are $75,000. What is the cost of goods sold?
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Identify and describe the product or products
: 1. Identify the name of the company. 2. Identify and describe the product or products. 3. Identify their target audience both here in the USA and in the global markets.
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