Use your own word. Thank You.
Assessment Task 2 Roleplay & Portfolio
Develop and Manage Quality Customer Service Practices
Scenario
You have been appointed as the Operations Manager of a health resort and convention centre in the Blue Mountains, near Sydney. The resort, Blue Healer Spa, is made up of five areas: catering, wellness, meeting rooms, accommodation, and reception. Each area has its own full-time manager.
The kitchen is large enough to feed over 100 people three meals each day. There are four full-time kitchen staff, three permanent waiting personnel and the rest of the staff are hired on a casual basis to cater for functions and retreats.
There is accommodation for 80 people in twin and double rooms. Surrounding hotels provide further accommodation when needed.
There are four meeting rooms of various sizes, and these can be opened up to make one large room for functions such as weddings and courses. There is also a service area where computers and printers can be accessed. The resort would like to encourage more courses to be held there as the full rooms and restaurant ern the company more that renting out the rooms does.
The wellness area has two saunas, a steam room, three warm water spas, four massage rooms and four consultation rooms where naturopathic consultations and facial treatments are performed. The spa runs continuously, mostly due to locals visiting, whether a course is running or not.
Reception includes the front desk and the office where the accounts are done, and records kept. It is an open plan office with 5 staff workstations. Most staff prefer to work with their own laptops, connected to the larger computer screens. The HR Manager and Marketing Manager have their workstations in this area.
One of the first things you noticed when taking on the job is that, although the resort’s employees were courteous towards customers, there were no formal customer service policies and procedures. You have discussed this with the HR Manager (who has only recently taken on the job), and they agreed that developing these was important to manage, and improve, the resort’s customer service practices. They suggested that it would be best to start the process by getting feedback from customers and staff on the current customer service practices.
Activities
Develop customer survey
You are required to develop a survey (minimum 10 questions) that will be sent to Blue Healer Spa customers. You may use any format you wish for the survey, but it should collect information on the following:
What customers expect of a resort such as Blue Healer.
Whether the customer’s needs were fulfilled when they were at Blue Healer.
What is their feedback on Blue Healer Spa’s products and services?
The survey questions should cover the following three (3) business areas of Blue Healer:
Reception: covering the front of house and administration.
Catering: covering both the kitchen and dining area.
Wellness: covering the spa and the naturopaths.
You can use the provided customer service survey template or create your own template.
Answer:
Write an email to customer (your assessor)
The text of the email should be in grammatically correct English, written in an appropriate (polite and business-like) style. The email should:
introduce the purpose of the survey
summarise the contents of the attachment
invite and encourage the customers to complete a google review on how they’ve been served during their stay at Blue Healer Spa with a reward promotion (for example: $10 off for the next spa visit)
Ask the recipient to send their feedback to the Administration Officer, who will anonymise and collate the responses.
Attach the customer survey you developed in activity 1 above to the email.
Your assessor, in the role of Administration Officer, will provide you with the customer survey results.
Answer:
Conduct an informal meeting with Blue Healer Spa staff (your assessor)
| Roleplay Scenario You are meeting with Blue Healer Spa staff team to give them the opportunity to give feedback on the resort’s products and services and the customer service practices they experience. Conditions Your assessor will play the role of one of the managers work in a variety of area and select two (2) other students from the class to play the roles of other team members. Your assessor will also prepare the environment for the meeting. The team members work in a variety of areas and different shifts with Blue Healer Spa.
Before your meeting, you will need to consider how you provide information and facilitate discussion to ensure complete understanding and participation by team members. During the meeting, your assessor will assess you on your ability to provide opportunities for staff to give feedback on products and services of the business and the customer service practices they experience. During the meeting, you are required to:
Meeting should take no more than 15 minutes |
Answer: can you write 3-4 paragraph according to information on table and for appendix on the other file.
Customer Service Practices Briefing Report
You are required to write a briefing report that summarises the current customer service practices at the resort.
Begin by reviewing the following formal research sources:
Customer Survey Results
Staff meeting feedback
The internet. Use the internet to review:
Trends and changes in the hospitality environment in Australia generally and the Blue Mountains specifically.
Any relevant plain English regulatory documents that are developed and distributed by state and federal government consumer protection regulators, such as:
https://www.accc.gov.au/consumers/buying-products-and-services
https://www.accc.gov.au/business/selling-products-and-services/consumer-rights-and-guarantees
https://www.accc.gov.au/publications/travel-accommodation-an-industry-guide-to-the-australian-consumer-law
Code of practice and standards for customer service issued by industry groups, such as:
https://www.business.qld.gov.au/running-business/marketing-sales/customer-service/improving
https://www.tourism.australia.com/content/dam/assets/document/1/6/x/6/o/2002560.pdf
Information from similar businesses about how they fulfil their customers’ needs, complaints and feedback, such as:
Your briefing report should include, as a minimum, the following:
Whether customer needs are currently being met
What customer expectations are, and whether they are currently being met
How satisfied customers are with the products and services they receive
Other customer feedback
Staff feedback
Internal and external changes affecting the resort’s customer service practices
Proposed structure of the policy and procedures documents that you will develop in activity 5.
Use the Blue Healer Spa Customer Services Briefing Report Template (Appendix 2) to guide your work.
Answer: for appendix 2 on the other file
Develop customer service policies and procedures
To ensure that optimal customer service practices are followed throughout the Blue Healer Spa, you have decided to develop customer service policy and procedures for the following three areas of the business:
Reception: covering the front of house and administration.
Catering: covering both the kitchen and dining area.
Wellness: covering the spa and the naturopaths.
Use the internet to review the customer service practices that other, similar businesses have adopted, as well as industry standards and codes of conduct. Use this information, and the information in your briefing report, to develop three policies and procedures for the resort.
The structure of the Reception Customer Service Policy and Procedures must at least include:
Title of the policy/procedure
Compliance with Legislation
Staff Roles and Responsibilities
Procedures for:
Managing telephone enquiries
Managing written enquiries
Email
Dealing with difficult customers
Complaints and feedback
The structure of the Catering Customer Service Policy and Procedures must at least include:
Title of the policy/procedure
Compliance with Legislation
Staff Roles and Responsibilities
Procedures for:
Interacting with customers
Dealing with difficult customers
Complaints and feedback
The structure of the Wellness Customer Service Policy and Procedures must at least include:
Title of the policy/procedure
Compliance with Legislation
Staff Roles and Responsibilities
Procedures for:
Interacting with customers
Dealing with difficult customers
Complaints and feedback
Answer:
Write an email to HR Manager (your assessor)
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should request the HR Manager to upload the new policies and procedures to company intranet and notify all employees where they can get access to the new policies and procedures. It also should request the HR Manager to organise and invite employees from each area of the resort, and working each of the different shifts, to attend a staff training session for customer service.
Attach your policies and procedures developed activity 5 to the email.
Your assessor will confirm the date that you can conduct the training session.
Answer:
Conduct Staff Training Session
| Scenario This session will give you the opportunity to get the employees’ feedback on the policies and procedures you are developing. The HR Manager has ensured that employees from each area of the resort, and working each of the different shifts, will be present at the meeting, so you can get a wide range of feedback. Prior to delivering the presentation, make sure that you practice your delivery, so you are well prepared. You will be assessed on your presentation technique as well as the content of your presentation. You should prepare minimum 15 PowerPoint slides to deliver your presentation. The presentation will be 20 minutes. Conditions During the meeting, you are required to act as a positive role model for the staff, demonstrating the professional standards expected of service industry personnel. Your assessor will advise you of the date and time of your presentation and will organise at least two other students to attend the information and training session in the role of staff members. The meeting is an opportunity for staff members to participate in the development of the resort’s customer service practices, so it is important that you provide the audience plenty of opportunities to give you, their feedback. Take notes on this to guide the revisions you will make to the policies and procedures in the next activity, as well as provide opportunity for your audience to ask questions. During the presentation:
|
Answer: can you make the powerpoint slide and write 3-4 paragraph about the powerpoint.
