Reference no: EM133392875

Assignment:

Prior to developing the customer service policies and procedures, you are required to prepare a briefing report that summarises the current customer service practices at the resort.

Begin by reviewing the following formal research sources:

1. Customer Survey Results

2. Staff Survey Results

3. The internet. Use the internet to review:

• Trends and changes in the hospitality environment in Australia generally and the Blue Mountains specifically.
• Any relevant plain English regulatory documents that are developed and distributed by state and federal government consumer protection regulators.
• Information from similar businesses about how they fulfil their customers' needs, complaints and feedback.

Also review the following informal research sources:

• Internal Memos
• Informal discussions with customers and employees.

Your briefing report should include, as a minimum, the following:

• Whether customer needs are currently being met
• What customer expectations are, and whether they are currently being met
• How satisfied customers are with the products and services they receive
• Other customer feedback
• Staff feedback
• Internal and external changes affecting the resort's customer service practices
• Proposed structure of the policy and procedures documents that you will develop in the next activity.

Use the Briefing Report Template to guide your work.

When you have completed the briefing report, submit it to the Management Team (your assessor).