SITXCOM005 Scenario 1 - Task 1.docx - Yang Peng 806563901...

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Yang Peng 806563901ScenarioGeneral informationYou are the supervisor of a team and are responsible for the smooth operation of your workarea during your shift. You have the authority to resolve most types of customer complaintsexcept those that have serious potential legal or public relations implications to the business.These must be referred to your manager as soon as these issues arise. You can offercompensation in the form of refunds, complimentary items, additional services, add-ons orupgrades to the value of $1,000. Option 1: Hotel bistroYour area of responsibility is a large hotel bistro. It’s Friday night and you are in the middle ofpeak service period. You are short one cook and the kitchen hand as they both called in sickjust prior to the start of their shifts. The average wait for a meal is normally 15 to 20 minutes.Today it’s 45 minutes. You can see customers are becoming increasingly upset. You have tried to explain thesituation to as many as possible but as the wait time increases, they are becoming moreagitated and irate. Customers from two different tables approach you to complain about thelong wait and poor service. Both tables are family groups of six or more guests, some ofwhich are children under 12. The average spend per person on food is $30 and $15 onbeverages.Task 1: Question and answer Answer the questions.Q1:Indicate your chosen scenarioOption 1: Hotel bistroQ2:What is the current level of conflict? Briefly explain why you believe it is at this level.

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