CS-WORKBOOK
This is the mandatory document to be submitted on StPMoodle
ASSIGNMENT SUBMISSION FORM
This sheet must be submitted with your assignment. Failure to complete, sign and submit
this form along with your work will result in a delay in marking your work. Marking can
only be proceed provided the evidence of your declaration of originality of your work
attached to your coursework.
Title: Customer Service
Student ID
Assessor Name
Qualification Title HND Hospitality Management
Unit Number & Unit Title
Submission Deadline
Date of Submission
Learner Declaration
By submitting this form and signing below, I declare that:
• I am the author of this assignment and that any assistance I received in its
preparation is fully disclosed and acknowledged in this assignment
• I also certify that this assignment was prepared by me specifically for this course
• I certify that I have taken all reasonable precautions to make sure that my work
has not been copied by other students
• I confirm that I have understood the College’s regulations on plagiarism
• I confirm that research resources are fully acknowledged
Signature ……………………………………… Date:
, To be completed by Student
Learning Outcomes Assessment Task No Evidence (Page
Criteria Number)
(please tick as
appropriate)
LO1 Understand customer 1.1 ☐ task1 p.3
service policies within
business and services contexts 1.2 task2 p.4
LO2 Understand the purpose 2.1 ☐ p.5,6,7,8
of promoting a customer-
focused culture 2.2 p.9,10
LO3 Be able to investigate 3.1 ☐ p.11,12
customer requirements and
expectations 3.2 ☐ p13,14,15,16,17,18,19
LO4 Be able to provide 4.1 ☐ p.20
customer service within
business and services contexts 4.2 ☐ p.21
to meet required standards
, CS WorkBook
Background
You will be provided with a sample of Customer Service Policy( on moodle) of one of the
existing hospitality organisations. The company policy will cover all the aspects of customer
service.
Based on your reading and understanding, answer the followings: (More information can be
found in guidebook 1.1.)
This unit of Customer Service is explaining how costumer service should be handling. It does
give an explanation of Hotel policy where students are involved in to give explanation and
evaluation. Students are learning the importance of communication and how to communicate
with the internal and external business. With external communication, students understood to
how promote business using advertising as media, internet and magazines. Students also
learned how to deal and solve complaining with costumer who are not happy of the service.
they went as mystery shopper into some business and gave a persona recount. They
understood what the gaps in the business are and what it has to be done for to have an
outstanding business.
Task 1(L.O.1: AC 1.1, )
Q1. Discuss the three key reasons for using customer policy with in the hospitality Industry*
context. Use Harvard style referencing & in-line citation).
Hint : Explain the benefits of the policy and the challenges in adhering to the customer
service policy.
Costumer service is; " to achieve the expectations of the customer and fulfil the promises
of marketing advertising " (Hudson & Hudson, 2013).
The benefit of the policy is to provide the good accessible standards for customer service
Ontario Regulation 429/07 Ontarians with disabilities Act 2005. It is to protect individuals
with disabilities. The principles are; to promote independence; give dignity; give integration
and equal opportunity (Hilton Hotel, n. d.).
The first key reason of using a policy in the hospitality industry is to deliver the right
customer service and support to individuals with disability. The second key reason is to
give independence to all people allowing them to do things by themselves where does not
present a safety risk. At last the third key reason is to grant equal opportunity by increase
access into employment for people with disability providing also an accommodation if it is
required (Hilton Hotel n.d.).
The Hilton Toronto Airport Hotel and Suites will do all the possible to ensuring that all the
clients will be informed towards any challenges that would be made in the criteria to meet
all the needs of the client with disability. This it may occur as notice of disruptions in
services which it wil be informed in advance notice. When unfortunately, it happens that
would be made unplanned, a temporary notification will be posted in the area which it is
affected. The employee will do all the possible to contact all the guests to inform about the
change of circumstance (Hilton Hotel, n.d.).
This is the mandatory document to be submitted on StPMoodle
ASSIGNMENT SUBMISSION FORM
This sheet must be submitted with your assignment. Failure to complete, sign and submit
this form along with your work will result in a delay in marking your work. Marking can
only be proceed provided the evidence of your declaration of originality of your work
attached to your coursework.
Title: Customer Service
Student ID
Assessor Name
Qualification Title HND Hospitality Management
Unit Number & Unit Title
Submission Deadline
Date of Submission
Learner Declaration
By submitting this form and signing below, I declare that:
• I am the author of this assignment and that any assistance I received in its
preparation is fully disclosed and acknowledged in this assignment
• I also certify that this assignment was prepared by me specifically for this course
• I certify that I have taken all reasonable precautions to make sure that my work
has not been copied by other students
• I confirm that I have understood the College’s regulations on plagiarism
• I confirm that research resources are fully acknowledged
Signature ……………………………………… Date:
, To be completed by Student
Learning Outcomes Assessment Task No Evidence (Page
Criteria Number)
(please tick as
appropriate)
LO1 Understand customer 1.1 ☐ task1 p.3
service policies within
business and services contexts 1.2 task2 p.4
LO2 Understand the purpose 2.1 ☐ p.5,6,7,8
of promoting a customer-
focused culture 2.2 p.9,10
LO3 Be able to investigate 3.1 ☐ p.11,12
customer requirements and
expectations 3.2 ☐ p13,14,15,16,17,18,19
LO4 Be able to provide 4.1 ☐ p.20
customer service within
business and services contexts 4.2 ☐ p.21
to meet required standards
, CS WorkBook
Background
You will be provided with a sample of Customer Service Policy( on moodle) of one of the
existing hospitality organisations. The company policy will cover all the aspects of customer
service.
Based on your reading and understanding, answer the followings: (More information can be
found in guidebook 1.1.)
This unit of Customer Service is explaining how costumer service should be handling. It does
give an explanation of Hotel policy where students are involved in to give explanation and
evaluation. Students are learning the importance of communication and how to communicate
with the internal and external business. With external communication, students understood to
how promote business using advertising as media, internet and magazines. Students also
learned how to deal and solve complaining with costumer who are not happy of the service.
they went as mystery shopper into some business and gave a persona recount. They
understood what the gaps in the business are and what it has to be done for to have an
outstanding business.
Task 1(L.O.1: AC 1.1, )
Q1. Discuss the three key reasons for using customer policy with in the hospitality Industry*
context. Use Harvard style referencing & in-line citation).
Hint : Explain the benefits of the policy and the challenges in adhering to the customer
service policy.
Costumer service is; " to achieve the expectations of the customer and fulfil the promises
of marketing advertising " (Hudson & Hudson, 2013).
The benefit of the policy is to provide the good accessible standards for customer service
Ontario Regulation 429/07 Ontarians with disabilities Act 2005. It is to protect individuals
with disabilities. The principles are; to promote independence; give dignity; give integration
and equal opportunity (Hilton Hotel, n. d.).
The first key reason of using a policy in the hospitality industry is to deliver the right
customer service and support to individuals with disability. The second key reason is to
give independence to all people allowing them to do things by themselves where does not
present a safety risk. At last the third key reason is to grant equal opportunity by increase
access into employment for people with disability providing also an accommodation if it is
required (Hilton Hotel n.d.).
The Hilton Toronto Airport Hotel and Suites will do all the possible to ensuring that all the
clients will be informed towards any challenges that would be made in the criteria to meet
all the needs of the client with disability. This it may occur as notice of disruptions in
services which it wil be informed in advance notice. When unfortunately, it happens that
would be made unplanned, a temporary notification will be posted in the area which it is
affected. The employee will do all the possible to contact all the guests to inform about the
change of circumstance (Hilton Hotel, n.d.).
