1) For your work role in hospitality, describe how you would plan and organise your working tasks at the start of the day. (100)

2) Describe how you would make your work area and needs for the day. (100)

3) What is good, quality customer service AND What is good, quality customer service?(150)

4)As a role play activity, in pairs, take turns to do the following: Within the capacity of your job role, provide information to the customer on the products and/or services that your organisation (or example organisation) can offer. (150)

5) How would you assist a customer who has a special request AND Provide an example of when you have assisted a customer with either a special or individual request, or a cultural requirement. (150)