finish the following activities. Carefully read the following scenario. The Bridge Hotel offers high quality accommodation and dining, as well as conference services for businesses that include on site catering, and other events such as weddings. For the purposes of this assessment, you are employed as a Chef for the company. Your main role is preparing menus and food, but you also assist with answering customer enquiries, liaise with other staff and suppliers and complete a range of general administration duties. Customer enquiries are received by the hotel's reception and forwarded onto you for action. Today you have been forwarded enquiries from three customers which you need to respond to. Their details are included in the customer information document. You will participate in a role play with each of the three different customers. You will also need to refer each customer's enquiry to three different staff members.

1. Prepare for the roleplay.

Read the case study information provided above, as well as the List of Services provided by Bridge Hotel. Read the Customer Service Policy and Procedures to ensure that you understand the procedures to be followed, including: Personal dress requirements Managing enquiries Referring on enquiries that you are unable to respond to For each customer, and based on situation, consider what would be the best way of communicating with them, for example, through face to face means, by telephone or in writing.

2. Send an email to your assessor.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should give what you consider would be the most appropriate communication method for each customer, indicating why you have chosen this method.

3 Meet with the customers.

Assume that all three customers have come to the hotel to meet you so your communication with them will be conducted face to face. Participate in each customer roleplay at the date and time specified by your assessor. You must ensure that you meet personal presentation and hygiene requirements as set out in the Customer Service Policy and Procedures. You will be assessed on this. When exploring catering options with the customers, which is the primary focus of the discussion, you may provide any information in relation to food and beverages that you feel would be appropriate in the situation. You will need to: Greet the customer in accordance with company policy. Ask the customer about their service needs. Establish rapport with the customer and express a genuine interest in their requirements so as to promote goodwill and trust. Clearly and accurately explain the services offered by Bridge Hotel that may be suitable for the customer, including providing additional information about services to enhance their customer service experience. Respond to questions and provide information promptly to assist the customer in selecting the right options for them. Ensure you anticipate operational problems that may arise due to the customer's booking request and timing. Identify information that you are unable to immediately provide to the customer and respond in accordance with the Customer Service Policy and procedures. Demonstrate effective interpersonal skills including: o Using a warm and friendly tone to build rapport o Using relevant communication skills to meet the needs of customers with specific needs o Speaking clearly o Asking questions clearly and concisely o Cleary and accurately responding to questions o Use active listening techniques o Using appropriate non-verbal communication Note that during the roleplay, at least one customer will express dissatisfaction. You are required to respond proactively to this to avoid a complaint being made.

4. Follow-up after the meeting. Follow up the customer's requests for information that you were unable to answer. This will be an email to the appropriate staff member as set out in the Customer Service Policy and Procedures and within the designated timelines