During this service period you will need to:

1. Identify four different customers, two internal and two externals (this could be dependent on special needs, customs, service situation, preferences etc.)
   1. Document who they were (customer profile).
   2. Outline how you provided a quality service experience to each customer, byshowcasing professional and personalised customer service to these guests i.e., extras and add-ons

1. Document3 different customer complaints in the ETR andhow you proactively responded to each difficult service situation include the procedure that you followed.
   1. How did you resolve these complaints (including internal feedback, review and improvements suggested)
   2. What communication techniques or strategies or equipment did you use?

1. Nominate 3 types of customer loyalty programs
   1. Explain each of the loyalty programs selected purpose and how they would work in a hospitality business.
   2. Summarise if the programs are viable for use in the Epicure. Why or why not is the program viable?

1. From your experience in the Epicure
   1. Describe what would be essential features for an Epicure database.
   2. What promotional services could management utilise this Epicure database for?