AT4.1 Angliss Operations Using your experiences as a Guest Services Associate and as a Supervisor, produce a report responding to the following points: 1. Feedback The following are some different methods of collecting feedback: i. surveys ii. interviews iii. structured questioning iv. observation and v. casual discussion Indicate which methods you used to collect feedback and discuss in what ways (or not) other methods are appropriate to the Angliss Restaurant. 2. Work practices Provide feedback about efficient work practices and customer service by discussing: i. Service related issues or problems. What solution was implemented and how effective was it? ii. To assist with further planning was the solution suitable for a long term or is further consideration needed? 3. Staffing Reflecting on your experience as a guest services associate and a supervisor, provide feedback on staffing levels rostered in the Angliss. i. Suggest improvements and justify according to customer service improvement, staff satisfaction, relevance to award requirements 4. Delegation: When delegating tasks to your associates, explain how you considered and applied the following: i. Clear communications of what was required ii. How you gained commitment through delegation? iii. Reflecting on Dan Pinks motivation theory, and particularly autonomy, in what ways were you able to leave your associates to make decisions for themselves? iv. What factors did you consider when deciding tasks to be delegated to associates? Would you make changes for next time? 5. Customer Complaints: Using feedback from debriefings, formal customer feedback documents and team meetings, evaluate and discuss the main or often-occurring customer complaints

i. What solutions or changes to operations could be suggested for future implementation? There has been an increase in written customer complaints recently. In particular: ii. misunderstanding of customer requests iii. incorrect charges or cashiering iv. team members not providing special requests and v. escalated complaints which could have been resolved quickly. Please suggest how these issues should be dealt with at the time (by using L.A.S.T.Check) so that they do not escalate to written feedback

6. Compensation Give an example of when the following compensation is appropriate. (Ensure you consider financial constraints and profitability): i. refund or free of charge ii. discount iii. voucher for discount at future time iv. complementary add-on v. small gift vi. special attention during service vii. special service next attendance. 7. L.A.S.T.Check Complaint Procedure Review Review the Complaints Procedure L.A.S.T.Check: i. Comment on the response times for resolving complaints: ii. Are they appropriate? Why/ whynot? iii. Do they need updating? Justify your decision. 8. Leadership Styles i. What different aspects of leadership did you attempt when leading your team in the restaurant and during meetings? ii. What was the outcome? iii. What would you do differently in the future? iv. Discuss other leadership actions that do not fit your style of leading. 9. Teamwork Review the development of your team using Tuckmans pathway. i. At what point are they currently operating? ii. What can be done to progress to the Performing point? Explain any barriers to delegation and how you have overcome them. If you believe that they are currently operating at the Performing stage, please justify by explaining what they have demonstrated along the way to achieve this. 10. Loyalty Program The Restaurant Operations Manager has invited contributions to the Innovation Think Tank. They has asked for suggestion for an AEG (or individual outlet) loyalty program. Please add your contributions by addressing the specific criteria: i. Explain how the loyalty program would operate ii. What is the benefit for AEG guests? iii. What is the benefit for AEG?