Q1. You are a warehouse/store person who works at a five-star hotel accepting deliveries and storing

goods for hotel departments. You consider the Banquets Chef to be one of your customers. What standard

of customer service would the Banquets Chef expect of you and your department to her kitchen?

Q2. You are a sales person at a five-star hotel and the General Manager would like to start a promotional

campaign to wedding couples to stay at the hotel for their wedding night. Outline customised products and

services that would suit and be attractive to this demographic and newlyweds.

Q3. You are the manager of a coffee shop and have recently noticed that you have had many requests for

gluten free food, products, currently you have very little to offer people on a gluten free diet. Detail some

products that would be suitable and would enhance the customer's food choices at your coffee shop.

Q4. You are a dining room supervisor in the breakfast lounge of a hotel. A customer makes a complaint to

you that their breakfast has taken a long time to be cooked and served to his table for the past three days

and that it is causing him to be late for his business meetings. How do you handle this complaint? What

can you do to help the situation and enhance his customer service experience?

Q5. Outline three possible methods a theme park could use to collect customer feedback about their

customers' experience at their park.