Reference no: EM132824217
Managing Customer Service Excellence
Essay - Employee Satisfaction
Assessment: The purpose of this assessment is for students to demonstrate their understanding of how employee satisfaction can affect customer service excellence within tourism, hospitality and events related organisations.
This is an individual written assessment to be presented in an essay format.
This assessment relates to Subject Learning Outcome Two (SLO2):
• Consider how employee satisfaction, training, conflict resolution, problem solving and decision-making capability can affect Service Excellence.
Task/s to be assessed This is an individual written assessment.
In your own words, discuss how employee satisfaction within the tourism, hospitality and events industries can affect customer service excellence. Consider the employees' opportunities to build their skills and knowledge in the following areas:
• Training and upskilling
• Conflict resolution
• Problem solving
• Decision making
Within your discussion, consider relevant customer service excellence theories.
Students must include in-text references as well as reference list using Harvard Author Date System.
Learning outcome 1: Consider how employee satisfaction, training, conflict resolution, problem solving and decision-making capability can affect Service Excellence.
Learning outcome 2: Demonstrate in-depth knowledge of Management concepts, models and theories.
Learning outcome 3: Demonstrate in-depth knowledge of Management functions as applied in the Hospitality, Tourism and Events industries
Learning outcome 3: Promote customer service excellence.
Learning outcome 4: engage critically with a broad and coherent body of knowledge
Learning outcome 5: apply knowledge to a professional context
GA1.3 demonstrate an awareness of current research and emerging technologies GA2.1 Present a clear and logical explanation of knowledge and ideas to others
GA2.1 present a clear and logical explanation of knowledge and ideas to others
GA2.2 adapt and contextualise content to varying audiences to enable them to communicate appropriately with professional colleagues and the public
GA2.3 proficiently use the oral, written, mathematical and visual skills appropriate to the subject and audience
GA6.1 use contemporary technologies to manage, analyse, consolidate, and communicate information as appropriate
GA6.2 proficiently use professional technological tools
GA7.1 demonstrate an awareness of ethical, cultural, legal and social issues
Attachment:- Employee Satisfaction.rar
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