TASK: 2

1.

Role Play Scenario 1: Customer Enquiry About Wedding Services

Characters:

 Chef (You)
 Bride-to-Be (Customer 1)
 Wedding Coordinator (Staff Member 1)

Action: Chef (You): (Answering the phone) Good afternoon, this is Chef [Your Name] from the Bridge
Hotel. How may I assist you today?

Bride-to-Be (Customer 1): Hi Chef, I'm Sarah Smith, and I'm interested in hosting my wedding reception
at your hotel. Can you tell me more about your wedding services?

Chef (You): Of course, Sarah! Congratulations on your upcoming wedding. I'd be delighted to help. Could
you share some details about your wedding plans? How many guests are you expecting, and do you
have any specific culinary preferences or dietary restrictions?

Bride-to-Be (Customer 1): We're planning for about 100 guests, and we're looking for a menu that
includes vegetarian options. Do you have any sample menus you can provide?

Chef (You): Absolutely, Sarah. We can certainly accommodate your dietary preferences. I can share
some sample menus with you. Additionally, I'd like to introduce you to our Wedding Coordinator, [Staff
Member 1], who can discuss available dates and assist with event planning in more detail.

Role Play Scenario 2: Customer Enquiry About Conference Services

Characters:

 Chef (You)
 Business Representative (Customer 2)
 Conference Coordinator (Staff Member 2)

Action: Chef (You): Good morning, this is Chef [Your Name] from the Bridge Hotel. How can I assist you
today?

Business Representative (Customer 2): Hello, Chef. I'm John, and I'm interested in hosting a conference
at your hotel. Can you provide information about your conference services, including catering options?

Chef (You): Certainly, John. To better assist you, could you please tell me more about your conference?
How many attendees are you expecting, and do you have any specific catering preferences or dietary
requirements?
Business Representative (Customer 2): We're planning for around 50 attendees, and we'll need
audiovisual equipment. We also prefer a variety of catering options.

Chef (You): Thank you, John. We can provide audiovisual support, and we offer a range of catering
options to suit your needs. To discuss details and available dates, I'd like to introduce you to our
Conference Coordinator, [Staff Member 2].

Role Play Scenario 3: Customer Enquiry About Dining Reservations

Characters:

 Chef (You)
 Guest (Customer 3)
 Restaurant Manager (Staff Member 3)

Action: Chef (You): Good evening, this is Chef [Your Name] from the Bridge Hotel. How can I assist you
with your dining reservation tonight?

Guest (Customer 3): Hi Chef, my name is Mark, and I'd like to make a reservation for two at your
restaurant this Saturday. Can you tell me more about your dining options?

Chef (You): Certainly, Mark. I can help with your reservation. May I know your preferred time and any
special requests or dietary preferences?

Guest (Customer 3): We'd like to dine at 7:00 PM, and my wife is a vegetarian. Do you have a vegetarian
menu?

Chef (You): Absolutely, Mark. We have a delightful vegetarian menu. I can help secure your reservation.
To confirm the details and ensure everything is perfect, I'll connect you with our Restaurant Manager,
[Staff Member 3].

2.

Subject: Communication Methods for Customer Enquiries

Dear [Assessor's Name],

I hope you're well. Regarding customer enquiries at the Bridge Hotel, I've selected the following
communication methods:

Scenario 1: Wedding Services

 Start with a phone call for a personal touch.

  Follow up with email for detailed information.

Scenario 2: Conference Services

 Begin with a phone call for immediate interaction.

 Share details via email for documentation.

Scenario 3: Dining Reservations

 Directly use a phone call for a personal connection.

I'd appreciate your feedback on these choices. Please let me know if any adjustments are needed.

Thanks,

Jaspreet Kaur

3.

Role Play Scenario 1: Meeting with the Bride-to-Be (Customer 1 - Wedding Services)

Characters:

 Chef (You)
 Bride-to-Be (Customer 1)

Action: Chef (You): (Warmly greeting the bride-to-be) Good afternoon, Ms. Smith. I'm Chef [Your Name],
and it's a pleasure to meet you in person. Congratulations on your upcoming wedding! How can we
make your special day even more memorable?

Bride-to-Be (Customer 1): Thank you, Chef. It's lovely to meet you too. Well, we're planning a wedding
for about 100 guests, and we're quite interested in your catering options. Can you tell us more?

Chef (You): Certainly, Ms. Smith. We offer a wide range of catering choices, including customized
menus. Our goal is to make your wedding menu special and reflective of your preferences. To give you
an idea, here are a few popular menu options...

Role Play Scenario 2: Meeting with the Business Representative (Customer 2 - Conference Services)

Characters:

 Chef (You)
 Business Representative (Customer 2)
Action: Chef (You): (Welcoming the business representative) Good morning, John. I'm Chef [Your Name].
It's great to meet you in person. How can we assist you with your upcoming conference at the Bridge
Hotel?

Business Representative (Customer 2): Thank you, Chef. It's a pleasure to meet you too. We're planning
a conference for around 50 attendees, and we need catering and event services. What can you offer?

Chef (You): Absolutely, John. We have a range of conference packages that include catering options. To
begin, let's discuss your conference agenda, audiovisual needs, and any specific catering preferences...

Role Play Scenario 3: Meeting with the Guest (Customer 3 - Dining Reservations)

Characters:

 Chef (You)
 Guest (Customer 3)

Action: Chef (You): (Warmly welcoming the guest) Good evening, Mark. I'm Chef [Your Name], and it's a
pleasure to meet you in person. How can we assist you with your dining reservation tonight?

Guest (Customer 3): Thank you, Chef. It's great to meet you too. We'd like to dine at 7:00 PM, and my
wife is a vegetarian. What are our dining options?

Chef (You): Certainly, Mark. We have a fantastic vegetarian menu, and I can ensure your dining
experience is memorable. Let me check the availability for 7:00 PM...

4.

Subject: Follow-Up: Customer Inquiry - [Customer's Name]

Dear [Staff Member's Name],

I trust this message finds you well. I recently met with a valued customer, [Customer's Name], who
visited the Bridge Hotel. During our in-person conversation, the customer had several specific requests
and inquiries that I was unable to address comprehensively. I believe your expertise is instrumental in
providing the required information.

Here are the details of the customer's requests:

1. Customer Request 1: The customer was keen to know more about our advanced audiovisual
equipment available for conference events. They asked about compatibility with specific devices
and the technical support we offer during conferences.
2. Customer Request 2: The customer expressed interest in customized menu options for their
upcoming wedding event. They were particularly curious about the availability of fusion cuisine
and options for accommodating guests with unique dietary requirements.
 3. Customer Request 3: The guest inquired about our hotel's sustainable practices, specifically
regarding recycling and waste management. They wished to understand our commitment to
eco-friendly initiatives.

I'm confident that your knowledge in [mention the relevant service or area of expertise] will allow us to
provide a detailed and tailored response to these inquiries.

Kindly, I request your assistance in reaching out to [Customer's Name] within the specified timelines
outlined in our Customer Service Policy and Procedures. Your prompt and accurate responses will help
us maintain our commitment to exceeding customer expectations.

Should you require any additional context or details regarding the customer's requests, please do not
hesitate to contact me. Your proactive support in this matter is greatly appreciated.

Thank you for your dedication to delivering exceptional service at the Bridge Hotel.

Warm regards,

Jaspreet Kaur

Bridge Hotel

TASK 3

2.

Role Play Scenario: Handling Customer Complaint

Characters:

 You (Customer Service Representative)

 Customer (Your Assessor)

Action: Customer (Your Assessor): (Calling with a complaint) Good morning. My name is [Your
Assessor's Name], and I'm a guest at the Bridge Hotel. I'm calling to express my dissatisfaction with the
service I received during my stay.

You (Customer Service Representative): (Answering professionally) Good morning, Mr./Ms. [Assessor's
Name]. I'm sorry to hear about your dissatisfaction. I'm here to assist you. Could you please provide me
with more details about the issues you encountered during your stay?
Customer (Your Assessor): Certainly. First, there was a problem with the air conditioning in my room. It
wasn't working properly, and it made my stay quite uncomfortable.

You (Customer Service Representative): Thank you for letting me know about the air conditioning issue.
I understand how discomforting that can be. Can you please tell me the room number and the dates
when you experienced this problem? This will help us investigate the matter thoroughly.

Customer (Your Assessor): I was in Room 302 from September 5th to September 7th.

You (Customer Service Representative): Thank you for providing those details. I'm sorry for the
inconvenience you faced due to the air conditioning. To resolve this, we will have our maintenance team
inspect Room 302 immediately. In the meantime, we can offer you a complimentary room upgrade for
your next stay with us. Would that be acceptable to you?

Customer (Your Assessor): Yes, that sounds like a reasonable solution. Thank you for addressing the
issue promptly.

You (Customer Service Representative): You're welcome, We appreciate your feedback, and we'll work
diligently to ensure your future stays are more comfortable. If there are any other concerns or if you
have additional feedback, please feel free to share it with us.

Customer (Your Assessor): That's the main issue I had. Thank you for your assistance.

You (Customer Service Representative): It was my pleasure to assist you,]. We value your feedback, and
we're committed to improving our service. If you have any further questions or need assistance in the
future, please don't hesitate to reach out. Have a great day!

3.

Subject: Referral of Customer Complaint

Dear [Relevant Department or Personnel],

I hope this message finds you well. I am writing to formally refer a customer complaint in accordance
with our Complaint Handling Policy and Procedure. The complaint involves a recent guest experience at
the Bridge Hotel and requires your specialized attention to achieve a satisfactory resolution.

Here are the details of the complaint:

Customer Name: Mr. John Anderson

Nature of Complaint: Mr. Anderson reported an issue with the heating system in Room 217. He stayed
at our hotel from November 10th to November 13th.
The guest expressed dissatisfaction with the heating system in his room, stating that it was not
functioning properly during his stay, causing discomfort and inconvenience. Our immediate response
was to provide an electric heater as a temporary solution to address the issue.

However, considering the specific technical aspects involved and the need for a comprehensive
resolution, I believe it is prudent to refer this complaint to your department for thorough investigation
and rectification.

I kindly request your swift attention to this matter, including direct communication with Mr. Anderson.
Your expertise will be instrumental in resolving this issue in line with our established procedures and
commitment to guest satisfaction.

If you require any additional information or context regarding the complaint, please do not hesitate to
contact me. Your prompt response and resolution efforts are greatly appreciated.

Thank you for your dedication to maintaining the high standards of service at the Bridge Hotel.

Best regards,

Jaspreet Kaur

Bridge Hotel

TASK 4

1.

Customer Service Report

Purpose:

The purpose of this report is to analyze the feedback and complaints received from customers during
the month of September 2023. The report will identify the most common areas of dissatisfaction and
make recommendations for improvement.

Number of Complaints and Feedback:

During the month of September 2023, the company received a total of 100 complaints and feedback. Of
these, 60 were complaints and 40 were feedback.

Analysis of Feedback and Complaints:

The most common areas of dissatisfaction were:

  Product quality: 20 complaints and 10 feedbacks were related to product quality. Customers
were dissatisfied with the quality of the products, including the durability, functionality, and
design.
 Customer service: 15 complaints and 10 feedbacks were related to customer service. Customers
were dissatisfied with the responsiveness of customer service representatives, the knowledge of
customer service representatives, and the resolution of customer issues.
 Delivery time: 10 complaints and 5 feedbacks were related to delivery time. Customers were
dissatisfied with the length of time it took to receive their orders.
 Pricing: 5 complaints and 5 feedbacks were related to pricing. Customers felt that the prices
were too high.

Outline of Potential Solutions:

The following are potential solutions to address the feedback and complaints:

 Product quality: The company can improve product quality by conducting more rigorous quality
control tests, using higher quality materials, and redesigning products that are not meeting
customer expectations.
 Customer service: The company can improve customer service by hiring more customer service
representatives, providing better training for customer service representatives, and creating a
more customer-friendly environment.
 Delivery time: The company can improve delivery time by working with more efficient shipping
companies, using more efficient warehouse management systems, and communicating more
effectively with customers about delivery times.
 Pricing: The company can review its pricing structure to ensure that it is competitive and fair.

Recommendations:

The company should take the following steps to address the feedback and complaints:

 Investigate the complaints and feedback to understand the root cause of the problems.
 Develop and implement solutions to address the problems.
 Monitor the results of the solutions to ensure that they are effective.
 Communicate with customers about the solutions that have been implemented.

Jaspreet Kaur

Bridge Hotel

Date – 10-09-2023

2.
Subject: Customer Service Report and Action Plan

Dear [Hotel Manager's Name],

I trust this email finds you well. I am writing to provide you with the Customer Service Report, which
includes an analysis of recent customer feedback and complaints at the Bridge Hotel. I have attached
the full report to this email for your reference.

Summary of Customer Feedback and Complaints: During the review period (from [Start Date] to [End
Date]), we received a total of [Number of Feedback] feedback submissions and [Number of Complaints]
formal complaints from our guests. While a significant portion of the feedback was positive, there were
several areas of concern that require our attention:

Service Delivery:

 Room Comfort: Guests reported issues with room amenities, specifically related to heating and
air conditioning systems, which impacted their comfort.
 Dining Experience: Some guests expressed dissatisfaction with menu options and dietary
accommodations.

Provision of Products and Services:

 Audiovisual Services: There were complaints regarding audiovisual equipment and technical
support during conferences.
 Dining Preferences: A few guests were not satisfied with menu options and the accommodation
of dietary requirements.

Action Plan: To address these concerns and ensure their non-reoccurrence in the future, we propose
the following actions:

Service Delivery:

 Room Comfort: We will conduct a comprehensive inspection and maintenance of all room
heating and air conditioning systems. Complimentary room upgrades will be offered to guests
facing significant inconveniences.
 Dining Experience: Improved communication with guests regarding menu options and dietary
accommodations, as well as diversifying vegetarian and dietary-specific menu offerings.

Provision of Products and Services:

 Audiovisual Services: Upgrading audiovisual equipment and providing additional technical

support during conferences to ensure seamless presentations.
 Dining Preferences: Collaborating closely with guests to create customized menus that cater to
their preferences and dietary requirements.

We believe that implementing these measures will not only address current concerns but also enhance
guest satisfaction and loyalty. Your guidance and support in this matter are highly appreciated.
Please find the complete Customer Service Report attached for your detailed review. If you have any
questions or require further clarification on any aspect of the report or the proposed actions, please do
not hesitate to contact me.

Thank you for your commitment to maintaining the highest standards of service at the Bridge Hotel.

Best regards,

Jaspreet Kaur

Bridge Hotel
Introduction

This report provides an analysis of customer complaints and feedback received by the Bridge Hotel
during the period of January to March 2023. The report identifies key themes and issues, and provides
an outline of potential actions that can be taken to address these issues.

Number of Complaints and Feedback

During the period of January to March 2023, the Bridge Hotel received a total of 100 complaints and
feedback. Of these, 60 were complaints and 40 were feedback.

Analysis of Feedback

 Customer service: Customers were dissatisfied with the customer service they received,
particularly the responsiveness of staff and the resolution of customer issues.
 Food and beverage: Customers were dissatisfied with the quality of the food and beverage,
particularly the taste and presentation.
 Accommodation: Customers were dissatisfied with the cleanliness of the rooms and the
amenities provided.

Outline of Potential Actions

 Improve customer service: The hotel can improve customer service by hiring more staff,
providing better training for staff, and creating a more customer-friendly environment.
 Improve the quality of food and beverage: The hotel can improve the quality of food and
beverage by using higher quality ingredients, hiring more experienced chefs, and implementing
stricter quality control procedures.
 Improve the cleanliness of the rooms: The hotel can improve the cleanliness of the rooms by
hiring more cleaning staff, providing better training for cleaning staff, and implementing stricter
cleaning procedures.

Recommended Actions

1. Improve customer service. This is the most important issue, as it is directly related to the
customer experience.
2. Improve the quality of food and beverage. This is also an important issue, as it can affect the
customer's overall satisfaction with the hotel.
3. Improve the cleanliness of the rooms. This is a less important issue, but it is still important to
address.