Reference no: EM133091887

Role play

You are working as a customer service manager in Flicker Hotel. As you have recently made changes in customer service policies and procedure in three business areas in which this hotel was receiving complaints. You need to implement and monitor these policies and procedures in the workplace over four service periods in this task to check their effectiveness. For this you need to perform the following two activities in order to complete this task:

Activity 1: There are approximately 15 employees working in the hotel in 2 shifts. Conduct a meeting and discuss the following aspects regarding quality customer service policies and procedures that you have developed. (In this activity, your trainer will act as manager, and fellow students will act as other staff member. If there is only one student in the class, then your trainer will act in multiple roles.)

RP 1: You need to communicate the policies and procedures that you have developed. Discuss their roles and responsibilities based on policies and procedures for three areas where this hotel is getting complaints.  

RP 2: Monitor the effectiveness of the new policies and procedures for quality customer service in the workplace by doing an inspection and asking the customers about the quality of customer service to ensure standards are met accordingly. You need to monitor customer service practices over four service periods.

RP 3: You observed that two employees are not greeting people in a professional manner. Customers have come to you and complained about these two staff members. Ensure you smile and tell the customer that you will handle the situation and conduct a training session for the two staff members according to policy and procedure for greeting and acknowledging customers in order to increase the quality customer service in workplace.

RP 4: As you are the main leader for all staff members you need to act as a positive role model for professional standards of service industry personnel.