lawrencedhillon Scenario.4. You are in charge of the catering for a three-day…Scenario.4.
You are in charge of the catering for a three-day conference at the GET Hotel. It is your job to ensure that quality and quantity of food is sufficient for the attendees and conference organisers. You also need to ensure that all dietary requirements have been met.
You liaise with the chef and the event coordinator to ensure the chef has all the necessary details they need for the catering of the event. You also deal with any issues regarding the catering. Any issues that you cannot resolve are referred to the event coordinator or in extreme cases the hotel manager.
As far as you are aware, for this conference there are 120 people attending and catering has been ordered for that number of attendees.
The event coordinator is approaching you and it looks like there might be an issue.
In this scenario, it is important that you demonstrate actions and steps needed to:
Greet your internal customer in a polite and friendly manner.
Use questioning and listening techniques to determine the internal customer’s needs or concerns.
Based on the job role, identify if you are unable to meet the needs of the customer, and seek assistance from others, if necessary.
Recognise and resolve customer problems or delays and deficiencies in customer service.
Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility.
If necessary, refer service issues to a higher-level staff member for action in line with organisational procedures, when necessary.
Explain what actions could be taken to ensure this does not happen again.
Seek informal feedback from customers.
Question and answer
Q12: If this issue was not resolved, what other appropriate action would you take?*
Q13: Why is it important to liaise appropriately with team members?*
Q14: What actions could employees at GET Hotel take to ensure this situation does not occur again?*
Q15. Describe four actions, sentences you would say, or body language prompts you would use to demonstrate to the customer that you understand their concerns and a seeking to resolve them.*
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