Instructions (for assessments not embedded within the LMS)
· The assessment must be written using an industry standard software package such as Microsoft Word, Excel, PowerPoint, etc.
· Name the file using the assessment task number and then save your file.
· Ensure your submission identifies the unit code and title, the assessment task number and the name of the assessment at the top of the page. Alternatively, you may place this information in the document header.
· Add your name and student number to the header or footer on every page.
· On completion, submit your assessment to your assessor via the LMS.
This assessment requires you to use the information provided to:
· Create a customer profile.
· Use this profile to provide tailored products and services.
· Go to your ‘Course files’ and read the Scenario background information.
· Complete Tasks 1 and 2 in Assessment D.
· Answer all the questions.
You are the new hotel manager at the Mayfell Hotel. You cannot believe that the hotel does not have a database of customer information or at the very least, have customer profile information. This information is critical to cater for customer needs.
There are a few things that must be changed, but creating a database of customer profiles is the priority.
Q1: What customer information will you include in the customer profiles? List at least five.
Q2: What technology will you use to store the customer information in? Be specific and provide an example of such a system.
Q3: Explain the features and the benefits of using this technology.
It has been a few months since you have created a database of customer profiles and each new customer has been added.
You have used your database information to get anonymous feedback from the customers.
You have collated the information and this is the feedback you received.
v Room service finishes too early. It should go to at least 11 pm.
v For these prices we should be offered a porter service.
v The training equipment in the health club is out of date and there is not enough of it.
v A meals package should be included with the accommodation.
v You don’t have any package deals with local tours, festivals or events in the area.
Based on this feedback you would like to implement some changes to the hotel’s services to improve the customer experience.
Q1: List the services you would like to provide for customers?
Q2: What extras or add-ons could you introduce at the hotel to enhance the customer experience?
Q3: The Mayfell Hotel is now affiliated with a major local airline. What add-ons could the airline offer your customers?
Q4: What extras or add-ons can you provide in the hotel’s restaurant to improve the customer’s experience?
You are checking in a returning customer, Barry Biswell. From his customer profile you know the following information.
v Contact phone numbers including mobile.
v It’s his birthday today.
v On the last visit he made a special request for newspaper delivery, extra pillows and a room with a view.
v He also requested a shower stool on his last visit.
v At the restaurant he preferred his steak to be well done.
v He has breakfast and dinner in the restaurant each time he stays.
v He complained about the fact that housekeeping did not provide him with clean towels each morning.
v He has never received a discount or special offer.
Q5: What action could you take to ensure you give Barry personalised service? List at least three.
Q6: How does providing personalised service promote repeat business?
Q7: What positive communication strategies will you use with Barry? Explain how this is beneficial for enhanced customer service?
Q8: What other add-ons could you advise Barry of?
Q9: You are checking in a new customer. Her name is Leslie.
Here is her customer profile.
v Name and contact details.
v She has two children, aged six and two.
v This is her first visit.
v She has requested extra pillows and a cot for her toddler.
v She has asked about kid friendly restaurants and events in the area
ð What different needs will Leslie have compared to Barry.
Q10: You are thinking about creating a loyalty program for the Mayfell Hotel. What type of loyalty program is suitable for the hotel? Explain how it would work.
To be completed by the assessor.
Did the learner successfully demonstrate evidence of their ability to do the following?
Determined customer preferences, needs and expectations.
Provided advice to customers about appropriate products and services to meet their needs.
Offered extras and add-ons and provided tailored and additional products and services.
Identified customer profiles to enhance service delivery.
Provided tailored products and services based on customer profiles.
Identified various extras and add-ons to enhance the customer experience.
Identified and explained a loyalty program.
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Identified features and uses of a customer database.
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