Hospitality Management

Hospitality Management

HND Hospitality Management
Assignment brief |
Qualification | BTEC HND Level 5 Hospitality Management (QCF) |
Unit number and title | Unit 3 : Customer service |
Start date | 1/11/2012 |
Deadline | 22/11/2012 |
Assessor name | Pratika Teyssedou |
|
Assignment title | Customer Service Scene: Ibis Hotels |
The Purpose of this assignment is to: Understanding of customer service policies and the purpose of promoting a customer-focused culture and to gain skills to provide customer service. |
Scenario : Ibis Hotels, the worldwide economy hotel brand of the Accor group, offers consistent quality accommodation and services in all its hotels, for the best local value: a well-designed and fully-equipped en-suite bedroom, major hotel services available 24/7 and a wide choice of on-site food and beverage options.As a world player in the economy hotel sector, Ibis Hotels is the European pioneer and leader in its market. It stands out because it is able to provide top quality services and amenities within a convivial atmosphere at the best value for money.Established on all five continents, Ibis is developing a worldwide network of ideally located, simple, modern and friendly hotels.Ibis offers all the facilities expected from a modern hotel, provided by dynamic teams committed to meeting customer needs round the clock. What’s more, Ibis is the first hotel chain to be awarded ISO 9001 certification in recognition of its services quality level.Because its guests’ well-being is always its prime concern, Ibis Hotels is continuously trying to improve its offer. To build on its success, Ibis Hotels has decided to launch a rigorous and ambitious process leading to the acquisition of environmental certification for its entire network. The chain is in the process of upgrading the quality of its furniture in its hotels around the world and has launched a brand new television marketing campaign to let the world know.Ibis Hotels, in the meantime, is keen to maintain the level and quality of customer service. They have appointed the company you are working for, a customer service training company, to evaluate their customer service and perform a presentation in front of their staff to explain the values of customer service. To succeed in this unit, you are required to use Ibis Hotels has a focus for delivering the assessment criteria.The presentation as mentioned in task 4 will be assessed on the day of performance. The allowed time is 10 minutes.Remember to use appropriate referencing and add a bibliography.Word count: 2000-2500 |
Task 1: A/C 1.1, 1.2 a) Discuss reasons for using customer services policies b) Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development |
Task 2 A/C 2.1, 2.2 a) Evaluate different communication methods and how these are used to best effect b) Analyse how customer service perception is influence by customer service provision |
Task 3 A/C 3.1, 3.2 a) Assess sources of information on customer requirements and satisfactions levels b) Carry out a research on requirements as well as satisfaction levels that Ibis Hotels customers usually have. Suggest potential improvements to the customer services to bridge the gap between the two. |
Task 4 A/C 4.1, 4.2, a) Prepare a presentation to showcase a delivery of customer service in an Ibis Hotel environment and perform it in front of the classroom to explain the values of customer service. b) Evaluate your findings regarding the delivery of customer service at Ibis Hotels and make recommendations for improvement. |
Learning Outcomes, Assessment and Grading Criteria
Learning Outcomes on successful completion of this unit a learner will: | Assessment Criteria for pass the learner can: |
LO1 Understand customer service policies within business and services contexts | 1.1 Discuss reasons for using customer services policies 1.2 Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development |
LO2 Understand the purpose of promoting a customer-focused culture | 2.1 Evaluate different communication methods and how these are used to best effect 2.2 Analyse how customer service perception is influence by customer service provision |
LO3 Be able to investigate customer requirements and expectations | 3.1 Assess sources of information on customer requirements and satisfactions levels3.2 Carry out a research on requirements as well as satisfaction levels that Ibis Hotels customers usually have. Suggest potential improvements to the customer services to bridge the gap between the two |
LO4 Be able to provide customer service within business and services contexts to meet required standards. | 4.1 Prepare a presentation to showcase a delivery of customer service in an Ibis Hotel environment and perform it in front of the classroom to explain the values of customer service 4.2 Evaluate your findings regarding the delivery of customer service at Ibis Hotels and make recommendations for improvement |
Merit Descriptors | Distinction Descriptors |
Identify and apply strategies to find appropriate solutions. Apply theories and techniques have been applied.Appropriate design of methods / techniques has been justified.Present and communicate appropriate findings. | Use critical reflection to evaluate own work and justify valid conclusion.Autonomy / independence have been demonstrated.Substantial activities, project or investigations have been planned managed and organised.Demonstrate convergent/ lateral/ creative thinking. |

Comments