Task 1 Outcome 1 PC 1.1 PC1.3

You are a trainee in the Quality and Innovation Department of a local hotel.

You are reviewing the customer service of the reception area. The aim is to introduce quality and standards in the area and the entire property.

Watch the following videos; they are useful material for your assessment and evidence. Video 1 shows the reception area of the hotel on a typical day.

Video 1:

Front Desk First Impressions" Front Desk unprofessional segment - https://www.youtube.com/watch?v=s3aR3yP4aKg

Video 2:

Front Desk First Impressions Professional segment https://www.youtube.com/watch?v=azlkmgLltxg

1. Define quality. (PC.1)

2. Describe with examples what customer service is.

You may draw examples from the video or from own experience and learning (Pc 1.2) (ii)

3. Using your answer in (a) and (b), describe what quality customer service is.

1. Use the videos to illustrate your description. (Pc 1.2)

2. Describe what quality customer service standards are and their characteristics. (Pc 1.3).

3. Create 2-4 simple standards from the videos to illustrate the characteristic(s) of customer service standards.

4. Describe the steps/process of making customer service standards.

Use the video to illustrate its usefulness in the process of establishing customer service standards. (PC 1.2)