Scenario

While working in the Front Office Department at the Hilton Hotel in Sydney, you are approached by a Japanese Tour Leader Midori from Kintetsu Tour Company who would like to file a complaint on behalf of the Japanese Group she is responsible for.

She was advised that one of your colleagues Morgan was rude, abrupt and made inappropriate gestures with her clients. They also took offence to this and were deeply offended and want to change hotels, as a result of these actions. Morgan, unfortunately, also put the wake-up calls incorrectly in the system, which woke clients up at 02:00AM and not 14:00PM as requested, due to a nap from jet lag.

The Group Leader has asked to speak to the General Manager to file a formal complaint about your colleague and notify them that they would like to change to another hotel.

1.What are the communication barriers, both external and internal you shall face in solving this scenario?

2.What Verbal, Visual & Written forms of communication would you use in solving this scenario? You should consider social and cultural differences in both verbal and non-verbal communication in your response

3.What cultural consideration should you consider? How will you greet the tour leader and her guests? How you would adapt your body language and personal presentation to the group in the future?

4. Advise your General Manager what tools and technology could be made available to our staff prior to meeting a specific group. Which feedback and follow-up methods should be considered?

1.If you suspected a client was travelling overseas for reasons you suspect are unethical or illegal, intending to purchase products that are known to cause negative environmental, cultural or social impacts, or sex offences outside Australia under the Criminal Code Act 1995 - Which authority are you legally and obligated to report to?

2.The Financial Services Reform Act 2001 states that is organisational responsibility for supplying product disclosure statements (PDS) and providing accurate information on the provisions of the insurance policy to all clients who purchase a policy. If the client declines purchasing an insurance policy, what form must you make them sign?

3.How would you minimise use of printed materials and maximise electronic transmission and record keeping, to reduce waste?

4.How would you seek feedback from your clients? Name 3 methods of collecting this formal feedback. How would you provide information on the client feedback to your colleagues?.

5.What would be the proper response times for acknowledging customers and their enquiry? Both over the phone and in person.