Role plays can be recorded for further analysis and discussion with the consent

Role plays can be recorded for further analysis and

This preview shows page 34 - 37 out of 46 pages.

Role-plays can be recorded for further analysis and discussion with the consent of all participants. Complete all the role-plays. Answer all the questions. Name: SITXCCS007 - Assessment Version: 2018.1 Last Reviewed: February 2018 Page|34
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SITXCCS007 - Student Assessment ROLE-PLAY 1 The following resources are required to complete the role-play. A table or desk to simulate the reception desk. The Role-play background information on pages 25-31 of this assessment. Learner instructions You are a receptionist on the front desk of the Mayfell Hotel. It’s Thursday. A customer arrives at the hotel and approaches the front desk. Your role is to greet them, establish their needs and provide appropriate products, assistance and information. Read the Mayfell Hotel overview in the Role-play background information prior to commencing the role-play. During the role-play, you are required to demonstrate the following skills and knowledge. o Make the customer a priority over other workplace duties. o Greet your customer in a polite and friendly manner. o Use questioning and listening techniques to determine the customer’s needs. o Explain and match products and services to the customer’s needs. o Seek feedback from the customer about the customer service they have received. There have been new services which the hotel now offers that it didn’t before. You are to ensure you refer to these. Complete the role-play. ROLE-PLAY 2 The following resources are required to complete the role-play. A table or desk to simulate the reception desk. The Role-play background information on pages 25-31 of this assessment. Learner instructions Name: SITXCCS007 - Assessment Version: 2018.1 Last Reviewed: February 2018 Page|35
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SITXCCS007 - Student Assessment You are a receptionist on the front desk of the Mayfell Hotel. The hotel is filled with people attending two major events – a conference which is held within the hotel, as well as a concert for a well-known musician. A customer who has been staying with you for two days, Barry, approaches the front desk. He looks red in the face and flustered. He is obviously upset. Your role is to greet him, listen to his issue and find a possible solution for his problem. You must follow the customer complaints policy listed in the Role-play background information. Read the Role-play background information prior to commencing the role-play. During the role-play, you are required to demonstrate the following skills and knowledge. o Use conflict resolution techniques. o Prevent escalation. o Refer to complaints-handling policy. o Identify ways to compensate dissatisfied customers according to customer complaints policy Question and answer Q1: List three (3) conflict resolution techniques you use in this situation .
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