Reference no: EM133040765

LEADING HOSPITALITY OPERATIONS and QUALITY CUSTOMER SERVICE

Assessment Task 1: WORKPLACE HOURS LOG and WORKPLACE OBSERVATIONS

You are required to maintain the log provided to record the service periods worked in the work placement venue(s).

You are also required to develop and implement policies and procedures in the work placement venue.

Activity 1
Research customer service policies and procedures and answer the following questions

Question 1
Research the Business Australia
Using the internet, research Business Australia (business.gov.au) guidance and recommended standards on how to communicate with customers.

What are the four (4) elements Business Australia recommends for face-to face customer service that would be essential in a venue such as in hospitality business premises?

Question 2
Access and Review the Welcoming Policy & Procedures

Access the Marino Enterprises Customer Service - Welcoming Policy and supporting procedure.
Review this document and answer the following question:
What are the key elements of that policy and its supporting procedures?

Question 3
Access and Review the Welcoming Policy & Procedures

Access the Marino Enterprises Customer Service - Telephone Policy and supporting procedure.
Review this document and answer the following question:
What are the key elements of that policy and its supporting procedures?

Question 4
Access and Review the Internal Complaints Policy & Procedures

Access the Marino Enterprises Internal Complaints Policy and Procedure.
Review this document and answer the following question:
What are the key elements of that policy and its supporting procedures?

Question 5
Research the Australia New Zealand Food Standards Code
Using the internet, research Australia New Zealand Food Standards Codeand summarise below Food Safety Standard 3.2.2 Food Safety Practices and General Requirements and health and hygiene responsibilities of food handlers relating to personal hygiene and handwashing.

Activity 2

Develop Customer Service Policies and Procedures
Using the outcomes of you research in Activity 1 as a base, you are now required to develop policies and procedures for your work placement venue.

You should first discuss your research findings with other staff at your workplace and/or fellow students for their input.
If your workplacement venue has corresponding policies and procedures already in place, you are to consult with your supervisor and either-
• review the existing policies and procedures and create amended versions to align with the outcomes of your research, or
• create replacement policies and procedures.
Note that in Activity 3 you will be required to implement the policies and procedures you develop, therefore you will not be able to use the venue's existing policies and procedures, if any, as it would be assumed they would be already implemented.

Step 1
Develop a Welcoming Policy & Procedure

Using the Customer Service: Policy and supporting Procedurestemplate provided as a handout, develop a Welcoming Policy and supporting procedures that are appropriate for your workplacement venue.

Step 2
Print and Circulate Welcoming Policy and Procedure

Print the policy and procedures, keep a copy to include with your submission and provide copies to staff. Place a further copy in an appropriate place at the workplace.

Step 3
Develop a Telephone Policy & Procedure

Using a 2nd copy of the Customer Service: Policy and supporting Procedurestemplate provided as a handout, develop a Telephone Policy and supporting procedures that are appropriate for your work placement venue.

Step 4
Print and Circulate Telephone Policy and Procedure

Print the policy and procedures, keep a copy to include with your submission and provide copies to staff. Place a further copy in an appropriate place at the workplace.

Step 5
Develop a Handwashing Policy & Procedure

Using a 3rd copy of the Customer Service: Policy and supporting Procedurestemplate provided as a handout, develop a Handwashing Policy and supporting procedures that are appropriate for your work placement venue for adoption by both staff and customers.

Step 6
Print and Circulate Handwashing Policy and Procedure

Print the policy and procedures, keep a copy to include with your submission and provide copies to staff. Place a further copy or copies at appropriate place(s) at the workplace to be accessed by both staff and customers.

ASSESSMENT TASK 2: CASE STUDY& ROLE PLAYS (2)- Plan and organise workflow

TASK SUMMARY
For this task, you are required undertake the following:
• Activity 1: Complete the questions and develop required documents
• Activity 2: Complete the questions and develop job roles and requirements for the event
• Activity 3: Participate in Event Set-up Activity (Roleplay #1)
• Activity 4: After the roleplay, prepare a performance report & prepare a staff attendance record
• Activity 5: Complete questions and investigate current and emerging industry trends and practices
• Activity 6: Participate in a second roleplay to discuss the introduction of new equipment technology

Case Study Background Information

AGC Accounting will be holding their end of year Christmas party at you work placement venue. There will be forty-eight (48) people attending the event. There will be twelve (12) tables of four (4) people.
The event will commence at 7pm and conclude at 11.30pm.
There will be a Master of Ceremonies (MC) who will:
• give a five (5) minute welcome to the guests, twenty (20) minutes after the scheduled arrival time
• announce the end of drinks' service ten (10) minutes prior to the end of drinks' service, and
• announce the end of the night at the scheduled event end time.

Activity 1
Complete the following questions

Question 1
Complete Staff Skills and Requirements for the Event
You are to assume that your venue's financial and operating budgets dictate that it operates events with ratios of service staff to customers as follows-
• 1 food service wait staff per twenty- four (24) customers
• 1 beverage wait staff with RSA per six (6) tables
• 1 non- service supervisor for up to and including eight (8) staff on duty
List below the six (6) skills/attributes required for the event and the number of staff required for each skill/attribute. (note that a staff member could have more than one (1) skill).

Question 2
Complete Event Running Sheet
You are to assume that your venue's rostering considerations and procedures dictate the following:
• The supervisor and the wait staff are responsible for setting up for the event and are allocated 45 minutes to complete the set-up, which is to commence one hour before the scheduled event start time to allow for contingencies. The Supervisor is to lock up the venue 30 minutes after the scheduled event finish time
• The in-house DJ is required to test all of the audio equipment with the band during a sound-check during the set-up to allow for any equipment breakdowns or technical failures.
• The wait staff are responsible for final clearing after the event and are allocated 20 minutes to complete the clean-up. However, they are rostered until 30 minutes after to allow for any contingencies.
• The set-up is to be completed 15 minutes before the scheduled event start time.
• The beverage staff are not required to start until the staff briefing, and are rostered until 30 minutes after the end of drinks service.
• A final inspection and staff briefing will be undertaken 15 minutes before the scheduled event start time
• Only the minimum amount of staff and hours necessary are to be rostered for staff for each event, with no additional staff time allowed for delays and time difficulties, which includes no allowance for events running overtime.However, the event rosters are to provide for one casual staff to be available on-call with a minimum of two of the key services skills.
• There is a petty cash float of one hundred dollars ($100.00) available for emergencies.
Based on the information provided in the Case Study and the assumptions above, create a running sheet to plan for the event using the Event Running Sheettemplate provided following (also available as a separate handout on request if required)-

Activity 2
Complete the following questions

Question 1
Complete Schedule and Roster for Event
You have been delegated as the Supervisor for this event.
Using the template below, detail each individual job position that will need to be allocated to staff on the roster for the AGC event. Include your position as Event Supervisor.

Question 2
Write and send an email
Write and send a personalised and professional email to your Assessor who will Roleplay as the Venue Manager, to provide them with the staffing numbers, skills needed and roster hours for each for the AGC event.
Your email must be professional, clear and concise.

Question 3
Complete a costs analysis below to calculate the cost of product and services. Ensuring you add approximately 10% for potential customer compensation and a further 15% all over profitability on the event.

Activity 3
Participate in Event Set-up Activity (Roleplay)

For this task, you are required to participate in a Roleplay with a simulation of the venue's preparation for the AGC event described in Activity 2. The activity for preparation is the first four tasks on the Work Schedule/Running Sheet which need to be completed before guests start to arrive, i.e.-
i. Room set up
ii. Audio equipment sound-check
iii. Room final check
iv. Staff briefing
v. Readiness for welcoming drink service
The procedural specific set up requirements include-
• Organising the venue's layout into the required number of tables and chairs
• Setting the required number of place settings on the tables with cutlery, napkins
• Setting up the bar area with bottles of red wine and white wine and champagne
• Setting the tables with one water glass per guest plus one water jug per table
with each requirement carried out by the staff with the most relevant skills available at the time. You have a petty cash float of $100 available for emergency supplies etc. for this event.
Your assessor will advise the date and time of this Roleplay.
Your assessor will play the role of the venue manager and will ask other students (not being assessed during this simulated roleplay), to play various roles. The table below provides general script for each role to be played.

Roleplay Cast:
As a minimum the following individuals will also be at the Roleplay:
- Venue Manager (Assessor)
- 2 food service staff (other students)
- 2 beverage service staff (other students)
- DJ (other student)
Specific instructions for role players will be provided to the other participants.
Student Note: The script for specific role players in general in nature, so that the you will need to respond in real time, without notice.
During the roleplay you must:
1) Develop and clearly communicate short, medium and long -term plans and objectives.
2) Plan and organise the workflow to maximise efficiencies for the event set-up
3) Ensure your staff understand and agree to the goals and objectives of the set-up activity
4) Delegate work according to principles of delegation and encourage team and individuals to develop innovative approaches.
5) Seek feedback to identify any barriers to delegated tasks
6) Review, monitor and assess the workflow and progress against the objectives/ timelines and evaluate team member skills.
7) Assist the staff in prioritising the activity workload through supportive feedback and provide mentoring and coaching
8) Proactively consult with colleagues about ways to improve efficiency and service levels and motivate them to achieve optimal performance (including technical advice and support)
9) Be positive, professional and collaborative when challenging and testing ideas within the team
10) Anticipate/ respond to/ address any issues or problems that arise, using known contingencies available.
11) Share your knowledge and experiences with team members and initiate training where relevant initiate training.
12) Determine and Initiate short-term actions to resolve immediate issues or problems
13) Assess, seek feedback and respond to opportunities to improve sustainability
14) Encourage individual participation to solve problems or issues raised
15) Identify and reward individual and team efforts and contributions
16) Use questions and active listening to clarify/ confirm understanding encourage open and supportive communication within the team. Provide opportunity for staff to give feedback on product and services.  

Activity 4a

Complete the Event Feedback/ Performance Report

Activity 4 is not to be attempted until after the Activity 3 Roleplay has been completed within the allowed time and the Observation Checklist 2 has been assessed as satisfactory.

You are to prepare a performance report to your colleagues and management to provide feedback from the event set-up and to assist in future event planning.Use the Event Feedback and Performance Reporttemplate following for your report- (this template also available as a separate handout if required)

Activity 4b
Complete the Event / Activity Staff Attendance Record
Using theEvent Activity Staff Attendance Record template following (also available as a handout on request), you are to prepare a staff attendance record for the event;

Activity 5
Complete the following questions

Question 1
Following from your Event/Activity Feedback / Performance Report, the venue manager has asked you to investigate the suggestion and current and emerging industry trends and practices to use bottle-crushing equipment.
According to Sustainability Victoria's website https://www.sustainability.vic.gov.au/ what are the four (4) main environmental sustainability reasons to recycle glass?

Question 2
What are the six (6) key benefits to business of using a bottle crusher?

Question 3
According to the supplier Bottle Cycler, how many crushed stubbie bottles does their sixty (60) litre glass bin hold?

Question 4
According to the supplier Bottle Cycler, how many crushed wine bottles does their 60 litre glass bin hold?

Question 5
According to the Australian major supplier Bottle Cycler, what is the space saving % available by using their bottle crusher machine bins?

Question 6
Assuming your venue has eight (8) x 240 litre wheelie recycling bins, what is the number of Bottle Cycler bins needed to replace them?

Question 7
If your recommendation to use a bottle crusher is accepted, how can the effectiveness of that solution to managing the recycling of glass be monitored before and after implementation?

Activity 6
Participate in a Roleplay #2
You are required to participate in a Roleplay at a meeting with your Assessor who will role play as the owner of the business.
You are required to consult with the owner to discuss the introduction of bottle- crusher equipment as a potential long term solution to the problem of not enough recycling bins and the limited space available for recycling bins.

During the roleplay you must include each of the following:
1 Provide an adequate explanation of the issue at the recent AGC event
2 Provide an adequate explanation of the potential longer-term impact
3 Provide the business owner with the main environmental sustainability reasons to recycle glass
4 Adequately outline the benefits to the business of using bottle crusher equipment instead of relying on recycle bins for collection
5 Correctly explain how many wine and beer bottles could be crushed into the 60 litre bottle crusher bins
6 Correctly explain how many of the 8 x 240 litre bins currently used could be eliminated to save space
7 Provide an outline of how the venue could monitor the effectiveness of this solution
8 Consulted positively and proactively
9 Use open-ended question(s) to interact effectively and obtain/clarify requirements
10 Use a closed ended question to interact effectively and confirm requirements
11 Gave clarifications and responded appropriately to questions

ASSESSMENT TASK 3: WRITTEN QUESTIONS

PART A - HOSPITALITY OPERATIONS

QUESTION 1
List four (4) tasks you would typically complete to prepare the work area before starting a hospitality service period.

QUESTION 2
List nine (9) procedures typically undertaken at the end of a service period.

QUESTION 3
a) List at least six (6) common job tasks typically undertaken during a service period in the hospitality industry in the food and beverages sector.
b) List the two (2) main requirements for providing services in the accommodation sector
c) List at least one (1) main objective of a sales person in the gaming sector.

QUESTION 4A
List five (5) different common local area information, a guest should be made aware of on arrival.

QUESTION 4B
List five (5) common hotel facilities, that guests should be made aware of on arrival.

QUESTION 5
List ten (10) common types of information relevant to customers that you need to be aware of when working in hospitality services for food and beverages, gaming and/or events.

QUESTION 6A
Organisational policies, procedures and systems would usually cover what six (6) key areas/functions of hospitality operations?

QUESTION 6B
Identify below the required organisational policies, procedures and systems in each of the following categories

QUESTION 7
List four (4) ways frontline managers/supervisors/team leaders can monitor efficiency and service levels through the day-to-day operations?

QUESTION 8

When monitoring work operations, what are the three (3) main sustainability considerations for frontline operational management?

QUESTION 9
List the six (6) key principles of frontline management effective task delegation/ delegation techniques?

QUESTION 10
a) What are the six (6) main roles and functions of supervisors and managers in the hospitality sector?
b) What are the eight (8) key responsibilities of supervisors and managers in the hospitality sector?
c) List at least eight (8) different types of information that supervisors and managers typically provide to operational staff.

QUESTION 11
a) What is the difference between a ‘programmed' decision-making process and a ‘non-programmed' decision-making process?
b) List at least six (6) reasons why ‘programmed' decisions are applied to typical workplace issues or situations?
c) When would non-programmed decision-making be applied to workplace issues or situations.

QUESTION 12
What are the three (3) broad categories of problem solving and decision-making techniques?

QUESTION 13
Outline the key characteristics or features of each of the following problem-solving and decision-making techniques

QUESTION 14
When would each of the following problem-solving and decision-making techniques be applied to a workplace issues or situations-

QUESTION 15
What are the two (2)main industrialor legislative issues that affect how you plan/organise short-term work in the hospitality sector? Include in your answer the main factors that each one affects.

QUESTION 16
List eight (8) features of open and supportive communication when leading and managing people.

QUESTION 17
a) Identify at least four (4) sources from which you could seek information from the wider business environment to share with your team.
b) List four (4) ways you could share information from the wider business environment with your team.

QUESTION 18
List five (5) key actions that could be given consideration in the individual development of staff.

QUESTION 19
List four (4) mechanisms a team leader/supervisor might provide recognition and reward for leading staff achievements.

QUESTION 20
Outline the features of each of the following leadership styles:

QUESTION 21
What are the eight (8) primary characteristics of effective leadership?

QUESTION 22
a) What are the six (6) key characteristics of an effective team?
b) What are the seven (7) key attributes of effective team members?
c) What are the four (4) broad roles in an effective team?
d) What are the eight (8) steps to form and organise an effective team?
e) What are six (6) common potential problems that could hinder a team's progress or success?
f) List six (6) benefits of effective teamwork.
g) What role does group dynamics have in successful team management?Use the table below to list what occurs when a good dynamic exists within a group and when there is poor dynamics within the group.

QUESTION 23
List six (6) roles motivation plays when managing individuals and teams.

QUESTION 24
a) What are the five (5) primary needs that are the basis of Maslow's Hierarchy of needs motivation theory?
b) What are the three categories identified by Alderfer's ERG theory of motivation?
c) Herzberg developed the ‘Two factor theory of motivation': what are the two factors?

QUESTION 25
a) What are the five (5) principles of effective time management?
b) How do leaders and managers apply effective time management when planning their own work? List a minimum of five (5)
c) How do leaders and managers apply effective time management when planning the work of others? List a minimum of seven (7)

QUESTION 26
Using the template following, list the main purpose(s) and key elements of each of the following different types of planning processes?
a) Feasibility Study
b) Strategic Planning
c) Operational Planning
d) Financial Planning
e) Marketing Plan

ASSESSMENT TASK 4: Customer Service

QUESTION 1
a) What are the five (5) overall dimensions of customer expectations and key principles of enhanced customer service as outlined by the Victorian government small business advisory service?
b) Which one (1) of the five (5) overall dimensions of customer expectations you listed in part (a) of this question do customers value first IN MEETING service expectations?
c) Which three (3) of the five (5) overall dimensions of customer expectations you listed in part (a) of this question do customers value first IN EXCEEDING service expectations?
d) What are the seven (7) steps to follow to enhanced customer service excellencesuggested by the Victorian government small business advisory service?
e) What are the six (6) key benefits of strong relationships with customers through enhanced customer service experiences as outlined by the Australian government small business advisory services?
f) What are the five (5) principles of positive communication as outlined by the Australian government small business advisory services for communicating well with customers?
g) What are the two (2) main benefits of regular positive communication with customers as outlined by the Australian government small business advisory services?

QUESTION 2
What are four (4) effective techniques that can be used throughout the service experience to anticipate and determine customer preferences, needs and expectations?

QUESTION 3
List six (6) good practice techniques to communicate and deal with and help to resolve customer conflict whist being sensitive to different social and cultural groups and upholding organisational policy?

QUESTION 4
a) What are six (6) effective methods for enhancing service delivery in response to staff feedback?
b) List six (6) methods for enhancing service delivery in response to customer feedback

QUESTION 5
a) In the travel industry, provide at least fifteen (15) examples of extras and add-ons that may be offered to customers to enhance the customer experience.
b) In the accommodation sector, provide at least four (4) examples of extras and add-ons that may be offered to customers to enhance the customer experience.
c) In the food and beverage sector, provide at least five (5) examples of extras and add-ons that may be offered to customers to enhance the customer experience.
d) In the events sector, provide at least eight (8) examples of extras and add-ons that may be offered to customers to enhance the customer experience.

QUESTION 6
List six (6) common methods that might be used to compensate dissatisfied customers in the hospitality sector.

QUESTION 7
What are the two (2) most important factors to be considered when determining what compensation to provide to dissatisfied customers?

QUESTION 8
List the four (4) differing factors, special needs, customs and practices and behaviours should you be aware of when interacting with and providing customer service tovarious social and cultural groups?

QUESTION 9
a) List the three (3) most common formal ways of collecting feedback from customers.
b) List the two (2) informal ways of collecting feedback from customers

QUESTION 10
Using the template following, list the essential features, conventions and usage of the different types of communication techniques-
a) Verbal communication
b) Non-verbal communication(body language, gestures, silence)
c) Active Listening
d) Written Communication
e) Visual (signs, pictures, graphs etc)

QUESTION 11
Use the template below to list the key features and uses of the different types of communications equipment, particularly in hospitality businesses-
a) Two-way radio ("Walkie-talkies)
b) AV and Digital equipment
c) Near-filed technology equipment
d) Mobile phones
e) iPad

QUESTION 12
List ten (10) key professional service standards and protocols that should be followed by the personnel in the hospitality industry?
Question 13
When working with customers in the hospitality service industry, what are the seven (7) key attitudes and attributes that are expected of employees?

Question 14
What are some of the typical different customer service needs and expectations in the hospitality industry? List at least five (5).
Question 15
List three (3) different types of loyalty programs used in the hospitality industry and outline each.

Question 16
a) What are the five (5) essential features of a customer database used by an organisation in the hospitality industry?
b) Outline below, how an organisation in the hospitality industry uses a customer database?List a minimum of two (2) uses

Question 17
a) What are the four (4) key concepts of quality assurance?
b) What are the four (4) steps taken to manage and implement quality assurance in the workplace.

ASSESSMENT TASK 5: CASE STUDY/ROLE PLAY (2) - respond to and resolve customer complaints

Task Summary
For this task, you are required undertake the following:
• Activity 1: Complete all seven (7) questions
• Activity 2: Participate in Roleplay
• Activity 3: Complete customer complaints register log

Activity 1
Complete Case Study Questions
Review the Marino Enterprises Customer Complaints Handling Procedure (provided as a handout) and complete the following questions.

Question 1
Who isresponsible for implementing the complaints handling procedure and reporting complaints?

Question 2
What four (4) specific types of behaviours should you demonstrate when a customer is making a complaint?

Question 3
Apart from listening and demonstrating the above behaviour, what else should you do if the complaint is detailed and specific?

Question 4
What two (2) things should you tell the customer when they have finished describing the complaint?

Question 5
If you are not able to swiftly find a clear and simple solution, who should you inform of the customer's complaint?

Question 6
What do you tell the customer when you have determined how to resolve the complaint?

Question 7
After you have resolved the issue, what should you do next?

Activity 2
Participate in a Roleplay
You are now required to participate in a Roleplay to demonstrate your skills and ability to follow organisational procedures to respond to and resolve three (3) different customer complaints.
Your Assessor will allocate a time and another student to attend and roleplay. Your Assessor will role play as the customer and will also observe you whilst participating in this Roleplay.

You will roleplay as the Best Bite Café Front-of-House Manager. As the manager, you are responsible for all front-of-house staff, however the kitchen staff are the responsibility of the Head Chef. Both you and the Head Chef report to the business owner as your supervisor.
As part of your Job Description, for goodwill and/or promotional purposes you are authorised to provide a discounted or even a free drink to customers with any food order - provided the normal selling price of the offering does not exceed 50% of the total bill for the customer's food order.
As part of the Head Chef's Job Description, for goodwill and/or promotional purposes the Head Chef is authorised to provide a discounted or even a free meal to customers - provided the normal selling price of the offering does not exceed 50% of the total bill for the customer's whole table food order. However, the Head Chef is also authorised to replace any food items where a customer has a legitimate complaint regarding the food item served.
The service standards set by the business owner include the following service response times-
• Guests seated to order taken: 10 minutes
• Order taken to first-ordered course service: 15 minutes
• Second-ordered course service: 10 minutes after first-ordered course table cleared
• third-ordered course service (If any) 10 minutes after second-ordered course table cleared
• coffee service: offered immediately after final clearing of table, served within 5 minutes
• table bill: presented when last coffee served or if no coffee service, presented within 5minutes of final table clearing
Both you as Front-of-House Manager and the Head Chef are responsible for achieving these service times. Neither you nor the Head Chef are authorised to offer refunds.

Roleplay Cast:
The following individuals will be the participants of this Roleplay:
- Student being assessed to role play as the front-house manager
- Assessor to roleplay as a Café customer (non-Australian)
- One other students to roleplay as the Head Chef
- Assessor to also roleplay as the Business owner if required

General instructions for all role players will be provided to participants, and include:
• respond to open questions, by elaborating and providing additional information.
• respond to closed questions, with a single word reply.

• You are on duty during a busy service period and are ready to take an order from a table of four customers who let you know it is their first time at the café. Apparently they are going to a show at the theatre next door afterwards and need a meal that can be served quickly.
You make a recommendation, which they accept, to each order the Oysters Natural as an entree with the Porterhouse steak, chips and salad as the main meal, because it is quick to prepare. The café is currently promoting this as a special for $30, or $35.00 with a glass of wine (normally priced at $10 per glass).
• You will be confronted with customer complaints regarding the products and service provided to them.
• You are to deal with each complaint according to the Marino Enterprises Customer Complaints Handling Procedure and within the constraints of the authorisations provided to you in your Job Description.
• When dealing with each complaint, you will also need to assess whether any associated problems may have longer-term impacts.
• Towards the end of the roleplay, when you have resolved all of the customer's complaints satisfactorily, the customer will leave. At this point your Assessor will participate as the Business Owner to complete the roleplay.
• You will then be asked to identify, from the complaints, what the related problems are that could have longer-term impact on the business.
• You are then to assess, in consultation with the business owner and the Head Chef, potential solutions to those problems and how to action them

ROLEPLAY FORMAT:
1) Greet the customer ready to take their order, and offer your recommendation as outlined in the Roleplay script.
2) Leave the customer and place the order with the Head Chef.
3) After an assumed period of more than 20 minutes, the customer will call you and make a complaint. You are required to deal with this complaint and any further complaints in accordance with the Marino Enterprises Customer Complaints Handling Procedure and your responsibility/authority level.
4) Continue in the roleplay until the complaints have been resolved to the customer's satisfaction.
5) After the customers has left, your Assessor will then join the roleplay as the business owner. You are then required to consult with the business owner and the Head Chef to identify and assess potential solutions to problems identified with longer-term impact.

During the roleplay you must:
1) Actively listen to the customer whilst the first complaint was being made
2) Used appropriate body language whilst the first complaint was being made
3) Confirmed understanding of what the first complaint was about
4) Apologised and showed empathy for the customer whilst upholding the organisation policy for the first complaint
5) Take personal responsibility to resolve the first complaint
6) Assess the impact on the customer and find a clear and simple solution to resolve the first complaint
7) Inform the guest of how they will address the first complaint
8) Follow up with the customer once the first complaint was resolved to ensure that the customer is satisfied with the outcome.
9) Log the first complaint in the complaints register
10) Actively listen to the customer whilst the second complaint was being made
11) Used appropriate body language whilst the second complaint was being made
12) Confirmed understanding of what the second complaint was about
13) Apologised and showed empathy for the customer whilst upholding the organisation policy for the second complaint
14) Take personal responsibility to resolve the second complaint
15) Assess the impact on the customer and find a clear and simple solution to resolve the second complaint
16) Inform the guest of how they will address the second complaint
17) Follow up with the customer once the second complaint was resolved to ensure that the customer is satisfied with the outcome.
18) Log the second complaint in the complaints register
19) Actively listen to the customer whilst the third complaint was being made
20) Used appropriate body language whilst the third complaint was being made
21) Confirmed understanding of what the third complaint was about
22) Apologised and showed empathy for the customer whilst upholding the organisation policy for the third complaint
23) Take personal responsibility to resolve the third complaint
24) Assess the impact on the customer and find a clear and simple solution to resolve the third complaint
25) Inform the guest of how they will address the third complaint
26) Follow up with the customer once the third complaint was resolved to ensure that the customer is satisfied with the outcome.
27) Promote repeat business by offering promotional services according to individual empowerment and organisational policy
28) Log the third complaint in the complaints register
29) Identify, from the complaints, what the related problems are that could have longer-term impact
30) Consult with the business owner and the Head Chef, to assess and suggest potential solutions to those problems

Activity 3
Complete Customer Complaints Register Log
Use theBest Bite CaféCustomer Complaints Register Logtemplate following (also available as a separate handout if required) to complete the Customer Complaints Register Log.

Ensure you complete this log during the roleplay in real time as required in the procedure.

ASSESSMENT TASK 6: WRITTEN QUESTIONS

QUESTION 1
List eight (8) common signs of conflict.

QUESTION 2
In terms of conflict theory, list the features of each of the stages of conflict using the template following:

QUESTION 3
In terms of conflict theory, what are the main five (5) contributing factors to conflict in a workplace?

QUESTION 4
In relation to conflict theory, what are the five (5) levels of conflict that can exist within an organisation?

QUESTION 5
a) In relation to conflict theory, what are four (4) possible positive outcomes/results of conflict?
b) In relation to conflict theory, list at least six (6) possible negative outcomes/results of conflict?

QUESTION 6
List the characteristics of each of the following conflict resolution techniques, using the template below:

QUESTION 7
What internal and external resources may be utilised in managing a conflict situation? List a minimum of six (6).

QUESTION 8
a) What are the three (3) purposes/ objectives of the Australian consumer protection laws relating to customer service?
b) Research the Australian Competition and Consumer Commission and identify the ten (10) main sections/components of the Competition and Consumer Act 2010 that may assist to resolve conflicts.

QUESTION 9
When a business sells products/goods, what are the nine (9) consumer guarantees which the businesses guarantees and is responsible to ensure about the goods under Australian consumer law? The goods:-

QUESTION 10
Under Australian consumer protection laws, what are four (4) requirements that apply for a cancellation fee to be legally binding?

QUESTION 11
If a business provides information to a customer about an impending price rise in an attempt to induce them to buy a product or service, what three (3) criteria is the business responsible to comply with in order to be legal under Australian consumer protection laws?

QUESTION 12
What are the two (2) conditions under the Australian Consumer Law where a customer is legally entitled to a replacement or refund for a product they have received, and the business is responsible to provide the refund?

QUESTION 13
a) What provisions or conditions is a business allowed to include in its policies and procedures to override consumer guarantees and rights under Australian consumer protection laws?
b) Under Australian consumer protection laws, when advising customers of policies and procedures applying to refunds, what three (3) signs are unlawful?

QUESTION 14
Using the template below, list the effect on planning for quality customer service for each of the following factors subject to changes in the internal and external environment:

QUESTION 15A
Outline six (6) effective methods to conduct formal and informal customer research.

QUESTION 15B
Outline six (6) effective methods to obtain feedback from customers

QUESTION 15C
Outline the three (3) main sources where organisational improvements are suggested

QUESTION 16
Explain the key difference between qualitative and quantitative methods in formal and informal customer research, including two (2) examples of each method.

QUESTION 17
Outline each of the following methods of assessing the effectiveness of customer service practices in an organisation:

QUESTION 18
List the ten (10) key areas in a business where they may have policies and procedures that will assist in ensuring quality customer service.

QUESTION 19
List four (4) reliable sources of information on current service trends and changes that affect service delivery.

QUESTION 20
What are the eight (8) overarching processes and methods involved in successfully implementing quality service provision?

QUESTION 21
What are the seven (7) steps to achieve customer service excellence and implementing the provision of quality service according to Business Victoria?

QUESTION 22
Provide an outline of the aims and framework/purported benefits of each of the following industry accreditation schemes available through Restaurant & Catering Industry Association of Australia by completing the table below:
a) Gold Licence Caterers Accreditation
b) Certified Professional Restaurateur
c) Green Table Australia Environmental Sustainability Accreditation

QUESTION 23
Provide an outline of the aims and framework/purported benefits of the AFTA Travel Accreditation Scheme (ATAS) by completing the table below:

QUESTION 24
Provide an outline of the aims and framework/purported benefits of the Star Ratings Australia accommodation industry scheme by completing the table below:

QUESTION 25
Provide an outline of the Energy Star Ratings industry scheme under the governance of the Australian Department of Industry, Science and Energy by completing the table below:

QUESTION 26
What is the purpose of the Franchising Code of Conduct?

QUESTION 27
Provide an outline of theePayments Code by completing the table below:

QUESTION 28
What are the seven (7) best practice standards which are the basis of the ADMA Code of Practice?

QUESTION 29
a) Identify below three (3) typical causes of conflict with customers in the tourism, travel, hospitality and event industries.
b) What are three (3) possible causes of conflict between staff in these industries?
QUESTION 30
Using the template below, list typical causes of each of the commonly occurring conflict situations in the tourism, travel, hospitality and event industries

QUESTION 30B
Identify and evaluate the impact of conflict (in each of the following situations) on a business's reputation and legal liability

QUESTION 31
What three (3) mandatory signage is available from the Victorian Commission for Gambling and Liquor Regulation for licensees of On-premises (including late night on-premises venues that may assist patrons understand their responsibilities and aid the deterrence or resolution of alcohol related conflicts?

QUESTION 32
List any five (5) additional optional signage available from the Victorian Commission for Gambling and Liquor Regulation for licensees of On-premises (including late night on-premises venues that may assist patrons understand their responsibilities and aid the deterrence or resolution of alcohol related conflicts?

QUESTION 33
List the five (5) signage available from the Tasmanian Government Department of Treasury (Liquor and Gaming) for licensees of On-premises (including late night on-premises venues that may assist patrons understand their responsibilities and aid the deterrence or resolution of alcohol related conflicts?
QUESTIONS 34& 35 - CASE STUDY
CASE STUDY BACKGROUND INFORMATION

Champion Sports Bar surveyed 100 patrons to gather feedback on customer satisfaction with;
» The range of drinks and the range of food
» The prices of drinks and the prices of food
» The greeting on arrival and the friendliness of staff
» Time taken to serve drinks and time taken to serve food
» The cleanliness of the venue and the cleanliness of staff

QUESTION 34
Input the results into the software program provided (electronic handout: Survey Analysis Tool)and calculate the satisfaction % rate for each of the factors surveyed, to be able to answer the following questions.
a) What is the customer satisfaction % rate for the variety of drinks?
a) What is the customer satisfaction % rate for the variety of food?
b) What is the customer satisfaction % rate for the prices of drinks?
c) What is the customer satisfaction % rate for the prices of food?
d) What is the customer satisfaction % rate for the way staff greet patrons?
e) What is the customer satisfaction % rate with the friendliness of staff?
f) What is the customer satisfaction % rate with the time staff take to serve drinks?
g) What is the customer satisfaction % rate with the time staff take to serve food?
h) What is the customer satisfaction % rate with the cleanliness of the venue?
i) What is the customer satisfaction % rate with the cleanliness of the staff?

QUESTION 35
a) Based on your analysis, what two (2) factors demonstrate where the business is performing the best?
b) Based on your analysis, what three (3) factors indicate the business is performing the worst?
c) Print out the Champion Sports Bar Customer Survey Data Report from the software tool and include it with your submission.

ASSESSMENT TASK 6: CASE STUDIES & ROLEPLAY - MANAGE CONFLICT

TASK SUMMARY

For this task, you are required review organisational procedures for managing internal disputes and for managing external customer conflicts and follow those procedures to deal with staff disputes and customer conflict situations.

You are required to answer the questions relating to three (3) case studies and to participate in a Roleplay to satisfactorily demonstrate your ability to deal with conflicts.

PART A - DEALING WITH TEAM MEMBER DISPUTES

CASE STUDY 1 - MICHAEL

Michael has worked for Marino Enterprises as their Accounts Officer in the Melbourne head office for the last three years. Michael has explained that he will be commencing a gender transition and will be known as Michelle upon returning from a month of leave.

Marino Enterprises recognise that they have a responsibility to ensure Michelle is treated fairly and equitable and that the company complies with anti-discrimination and EEO requirements.

CASE STUDY 1 QUESTION 1
What potential conflict situations may arise amongst Michelle's work colleagues relating to the workplace and Michelle's transition?

CASE STUDY 1 QUESTION 2
a) What one (1) federal and seven (7) Australian state and territory legislation do transgender people in the workplace have legal protection under?
b) What would be the impact of not protecting Michelle's workplace rights?

CASE STUDY 1 QUESTION 3
In support of Michael's transition, you are going to develop a transition plan.
a) When should you develop the transition plan?
b) What are the six (6) key elements that you would suggest this transition plan should include?

CASE STUDY 1 QUESTION 4
As well as the transition plan, what other three (3) resources could youuse to assist in managing the potential conflicts relating to Michelle's return to work?

CASE STUDY 1 - MICHAEL: UPDATE #1
Following Information sessions for staff to discuss the matter before Michelle returns from leave, some of the other staff are hostile, asking, ‘When there's only one of her, it or whatever, and there's nearly twenty of us, why is it us who have to be accepting? Why do we have to change?'

CASE STUDY 1 QUESTION 5
As the manager, how could you respond to the hostile staff members and encourage respect?
CASE STUDY 1 - MICHAEL: UPDATE #2
Following Michelle's return to work, one of the previously hostile staff members continues to harass and make derogatory comments in front of Michelle.

CASE STUDY 1 QUESTION 6
What are the four (4) steps (in order) under the Marino Enterprises' Internal Complaints Procedure, that Michelle must follow before starting a formal resolution process? Include a timeline for each step, and assume each step fails to resolve the matter so Michelle needs to know what the next step is.

CASE STUDY 1 QUESTION 7
If Michelle's complaints are not resolved through the informal processes you have described under Question 4 above, outline the formal resolution processes if Michelle then raises a formal complaint directly to the Human Resources Manage? Include the timelines for each step.

CASE STUDY 2 - MUHAMAD
• Louise, a female staff member reports to her manager that Muhamad, a Muslim staff member, never shakes hands with female clients. Louise considers this to be rude and disrespectful to females, and show a total lack of equality. She requests her manager to tell Muhamad that he must shake female client's hands.

CASE STUDY 2 QUESTION 1
What is the most likely underlying cause for this potential conflict situations?

CASE STUDY 2 QUESTION 2
What three (3) objective of the Marino Enterprises Diversity Policy guide how you should deal with this conflict?

CASE STUDY 2 QUESTION 3
List three (3) other resources and assistance you could use to assist in managing the potential conflicts relating to Michelle's return to work?

CASE STUDY 2 QUESTION 4
As Muhamad‘s manager, what are the four (4) key appropriate responses to address Louise's behaviour in this situation?

CASE STUDY 2 - MUHAMAD: UPDATE
• Three (3) weeks have passed and Muhamad comes to you to complain that Louise has cornered him in the photocopy room and told him that he is rude for not shaking hands with female clients. Louise has told you that she cannot work with Muhamad as his behaviour makes her sick!

CASE STUDY 2 QUESTION 5
What are the processes, under the Marino Enterprises' Internal Complaints Procedure available to you as Manager to resolve Muhamad's complaint and encourage Louie and Muhamad to work together?

PART B - DEALING WITH PATRON CONFLICT SITUATIONS
CASE STUDY 3 - BOYS NIGHT OUT
You are the Bar Supervisor and Duty Manager at Champions Sports Bar you and one of your bar staff team members are tending the bar. It is 10.30pm. A group of young men wander into the bar announcing in slurred voices that it is Bill's 21st birthday today. Tom, one of the group, orders a round of shots.
CASE STUDY 3 QUESTION 1
What two (2) potential conflict situations may arise from the arrival of this group of young men at the bar?
CASE STUDY 3 QUESTION 2
What two (2) situations could occur that may threaten the personal safety of customers or fellow staff?
CASE STUDY 3 QUESTION 3
Listtwo (2) resources and other assistance could youuse to assist in managing the potential conflicts and threats to personal safety?
CASE STUDY 3 QUESTION 4
a) What Australian legislation needs to be complied with in regard to serving this group with the round of shots they have ordered?
b) What would be the impact of not following the liquor regulations in relation to this group of patrons?

PART C - DEALING WITH PATRON CONFLICT SITUATIONS (ROLEPLAY)

ACTIVITY 1
CASE STUDY 3 - BOYS NIGHT OUT

You are now to participate in a roleplay to demonstrate your ability to take appropriate action in response to conflicts.
You will roleplay as the Champions Sports Bar Duty Manager with the responsibility for overseeing the responsible service of alcohol requirements, including ensuring the safety of patrons and staff.

Roleplay Cast:
The following individuals will be participating in the roleplay:
- Student being assessed role play as the Champions Sports Bar Duty Manager
- Assessor - roleplay as the Tom, the patron who ordered the drinks
- One other student - role play as the other bartender
- One other student - roleplay as security staff

During the roleplay, you must:
1) take swift and tactful action to prevent escalation of any conflict situations
2) use available resources to assist in managing the conflict situation
3) agree with all parties on the nature and impact of the conflict situation
4) follow the Champions Sports Bar - Refusing Service to Intoxicated Patrons Procedure
5) take responsibility for seeking a solution to the conflict situation, and seek assistance where required
6) Evaluate options to resolve the conflict situation
7) Resolve the conflict using the best available solution
8) Complete any required documentation
9) After the conflict situation has been resolved, in consultation with others, evaluate the effectiveness of how the conflict resolution
10) Determine possible causes of the conflict situation and suggest workplace improvements

Activity 2 - Complete and print the Security Incident Report.

Using the Security Incident Reporttemplate below (or asalso available as a separate handout) complete the Security Incident Report.

CHAMPIONS SPORTS BAR SECURITY INCIDENT REPORT

What is a Security Incident Report?
A Security Incident Report is a document used to record security incidents or threats that have occurred on our premises. Security Incident Reports will be kept in the Incident Register.
Why do we need an Incident Register?
Maintaining an incident register gives us a better understanding of events that may affect the safety of our patrons and staff. It is also a valuable work, health and safety tool, a way to help our business identify risks occurring over time and can help to develop strategies to reduce the risk of alcohol-related violence and anti-social behaviour.
Security incidents include:
• Any behaviour involving threats or aggression
• Refusal to serve a patron because of intoxication
• An intoxicated person refusing to leave the premises.
• Physically evicting a patron
• Entry refused to an intoxicated or disorderly person.
• A patron assaulting another patron or staff within the premises.
• Members or guests creating nuisance when leaving creating local disturbance.
• Unruly, loud and anti-social behaviour
• General complaints in relation to alcohol related activities
When to complete the Security Incident Report

The Security Incident Report will be completed at the time the incident occurs or at the soonest opportunity after the incident. It will assist our club members to complete the report using a standardised method to ensure incident details, including witness details and comments are collected.

Attachment:- Workplacement Cluster Assessment Booklet.rar